07-08-2010 02:32 AM - edited 03-19-2019 01:13 AM
Can anyone tell me how the CSQ Average Speed of Answer is calculated. when does the clock start?
Thanks
Bruce Wilkinson
07-08-2010 02:46 AM
Hi
From the 'Historical Reports Admin and Dev Guide' :
Avg Speed Answer | This field includes only calls connected to agents. Join CCD, CQD, and ACD on sessionID, sessionSeqNum, profileID, and nodeID. Find ACD records with ACD.talkTime greater than zero (so that RNAs are excluded). To calculate total queue time, add the values stored in CQD.queueTime. To obtain total ring time, add the values stored in ACD.ringTime. To obtain the number of calls connected to agents, count the number of ACD records in the result set from the join. Average speed to answer is calculated as: (total queue time + total ring time) / number of calls connected to agents. If number of calls connected to agents is zero for this application, this field is zero. |
So it should be queue time (i.e. processing of the 'select' step) + ring time (on agents phone).
Regards
Aaron
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07-14-2010 12:00 AM
Thanks Aaron
07-14-2010 01:16 AM
Hi Bruce
Happy to help...
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https://supportforums.cisco.com/docs/DOC-6212
Aaron
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