StatAverDistribCallTime on a .A object; possible ?

[Gef Buneri]

Hi all again, I'm trying to obtain a valid average distribution call time per agent to use in IRD application, does a way exists ? If it does, whar active/relative objects I should use in IRD statistic ? The method I'm using at the moment is [b]SData['XXXX@StatServer75URS.A','StatAverDistribCallTime'][/b] (where XXXX = AgentID); this syntax works with .Q objects.

(IRD 7.5 URS 7.5 STAT SERVER. 7.5)

Regards,


Gef.

[Kubig]

How want you calculate this statistics when on agent object any calls are not disitributed? Distributed step is possible only on queue,logical. On agent object type the call does not wait the call or similiary,so such statistic does make a sense.

[Gef Buneri]

I see, Kubig... using more brain, you're totally right So, how do I can reach the goal to have a realistic...uhm... "estimated wait time" on an agent ? Do you think there's a way ?

[Kubig]

EWT(Estimated wait time) is using for queue object type too,because on this object you want to know how long the customer have to wait. If you want to know average time in waiting time of agent,use standard statistic AverageWaitForNextCallTime

[cavagnaro]

Gef you need more coffee 

[Gef Buneri]

@Cavagnaro Fear you're right...  @Kubig I'll try with your suggestion.

[Kubig]

Try it and let us know. So in general,you can describe your need to deeply detail and based on it we can suggest you some solution

[Gef Buneri]

Here I am, at the end. The best solution I found for my scenery was to extract 2 statistics: total number inbound calls per .A and total time in specific time window per .A and then use a formula like totalintime/totalinncalls, this gives me a quite real result about the handling time per .A. Seems working.


Gef.

[fnunezsa]

So are you looking for Average Handle Time for Agent A? That's an OOB statistic, no need for customization. Keep in mind that there are other thing to consider for Handle Time, like hold time, ACW time, consult time, etc.