Chris,
That's it!
I did a 4 call test with a test voice skillset. I totaled up the hold times via the Call-by-Call report and correlated them back to the report totals.
Then I ran the report for our inbound voice skillsets to see how much hold time we had in 2020 (YIKES!!!) vs. Jan/Feb '21. Want to put a hard cost on that, so that it can be weighed as an ROI vs a Callback-type tool.
Thanks for the help!
Kevin
------------------------------
Kevin Schmaltz
IT Unified Communications Engineer
Ace Hardware Corporation
Oak Brook IL
------------------------------
Original Message:
Sent: 03-09-2021 11:34 PM
From: Chris Grewe
Subject: AACC v7.1..0.3 How to report on the TOTAL On-Hold/In-Queue time for all callers in AACC for a time period
Kevin,
I think you can run a Skillset Performance report on all your voice skillsets for the period you want. This will then give you a total at the top of the report for all skillsets on the total Ans Delay (which in the Data Dictionary calls this the "maximum delay a caller experienced") for all callers. The report will also break it down by skillset as well to see the delay per skillset.
Chris.
------------------------------
Chris Grewe
Michigan State University
East Lansing MI
Original Message:
Sent: 03-08-2021 08:14 AM
From: Kevin Schmaltz
Subject: AACC v7.1..0.3 How to report on the TOTAL On-Hold/In-Queue time for all callers in AACC for a time period
Looking to find out how to total up 'on hold/time in queue' for all the callers into Contact Center for a given time period. We want to know the impact of the on-hold callers on our SIP trunks. Is there a way to extract this from the AACC Data Dictionary?
------------------------------
Kevin Schmaltz
IT Unified Communications Engineer
Ace Hardware Corporation
Oak Brook IL
------------------------------