Jameson, you may have figured it out. We may not be using enough call types. that would explain it - it's actually the ivr time i was referring to (not the 2 min talk time with the first agent). thank you once again for helping to clear this up!
i actually tested it. i called an internal department, spoke to that agent for two minutes, then asked them to transfer to a toll free number that was not currently in use externally (to ensure that the report would only pull the data from my call). ...
one more question, thanks for your patience :)the avg router delay time also seems to include the amount of time a customer spends with an agent prior to transferring to the correct agent. for example, cx calls wrong queue, speaks with agent 1, who t...
could it have anything to do with call arrival patterns? for example, if a call comes in at 1:30:45, and abandons at 1:31:32, the interval it abandons in would be a different interval than say one that abandoned at 1:30:49.if many cx abandon after 45...