TotalWaitingCallTime

[Lorenzo]

Hi,

We would like to calculate the TotalWaitingTime for calls in virtual queues : we would like to distinguish the TotalWaitingTime for calls which are distributed to agents and, on the other hand, the TotalWaitingTime for calls which are abandoned in the queue.

Is it possible to make this distinction ?
Thanks in advance for your answer.

[Sidney]

Ok,

TotalTimeToDistribute (or similar) is the time that all calls waited in queue before where distributed (to an agent, or voice treatment port, or another acd)

TotalTimeToAbandon is the total time that all abandoned calls waited in queue before abandon.

Not sure if you are looking for the Totals, or the Average, or maybe the longest wait time before abandon or distribute. All these stats are available too.