Reporting on virtual queue ( queue, routing point)

[OXE_4400]

1.Can we get conversation, ACW time in virtual queue report?
2.Can we get max quantity of sum of calls in waiting + in conversation status in the same virtual queue report?

BR

[greer63sykes]

This post is related to data structures. Experts in queueing, QLess replaces physical lines with virtual mobile lines, and lets you offer better customer service with our mobile paging solutions.
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[OXE_4400]

[quote author=greer63sykes link=topic=6716.msg29164#msg29164 date=1317972332]
This post is related to data structures. Experts in queueing, QLess replaces physical lines with virtual mobile lines, and lets you offer better customer service with our mobile paging solutions.
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[/quote]
bullshit

[OXE_4400]

3rd question:
Can we get longest waiting time on the virtual queue during predefined period (15min, 1 hour)?

[cavagnaro]

[quote author=OXE_4400 link=topic=6716.msg29183#msg29183 date=1318255062]
3rd question:
Can we get longest waiting time on the virtual queue during predefined period (15min, 1 hour)?
[/quote]
This one yes, just create the template on DMA and set the time range for 15 minutes and then build a CCPulse template or Hyperion one for that Stat and get it with the time range you may need (15 min, 1 hour, 1 day, 1 month, 1 year, etc)

[fnunezsa]

[quote].Can we get conversation, ACW time in virtual queue report?[/quote]

To accomplish this you just have to include the VQ as the origination DN of the Agent Group that is served by that VQ.

[OXE_4400]

Maybe conversation, but not ACW time.

[OXE_4400]

[quote author=cavagnaro link=topic=6716.msg29184#msg29184 date=1318263566]
[quote author=OXE_4400 link=topic=6716.msg29183#msg29183 date=1318255062]
3rd question:
Can we get longest waiting time on the virtual queue during predefined period (15min, 1 hour)?
[/quote]
This one yes, just create the template on DMA and set the time range for 15 minutes and then build a CCPulse template or Hyperion one for that Stat and get it with the time range you may need (15 min, 1 hour, 1 day, 1 month, 1 year, etc)
[/quote]
Its clear that we need CCP+,... .
I would appreciate for more detail info about concrete management - mainmask, subject and so on...