Has anyone noticed that in i.e. the CUIC Historical Common Skill Contact Service Queue Activity Report the Handle Time does include Ring Time (when using manual answer) ?
UCCX version: 11.0.1.10000-75.
UCCX Historical Reporting Guide states;
Calls Handled— HandleTime Avg; Handle time of a call is calculated as (ACD.talkTime + ACD.holdTime + ACD.workTime).
Determine the sum of handle times for all calls handled by this CSQ, then divide by Calls Handled—Total, if calls
handled is not zero. If it is zero, this field is set to zero.
Any workaround besides designing a custom report ?
Thanks in advance,
Hans
