Statistics

[Vic]

Hi,

I am sure I am not the only one who is facing this, but over and over again I have to create definitions for statisitcs to be used in a new contact center, and I always run into the same problem:
define what statistic calculates what and when.

For example, Total_Talk_Time for an agent. Does it start when the agent answers the phone and caller hangs up? (YES) What about the hold time in between or consult call? (NO) Each time, I have to review Reporting Technical REference Guide for G6.5 and test, test, test...

I want a simple table, with a sample call flow states going from left to right and name of statisitcs going down on the left side. And then, a simple line showing the span of each statisitcs in a middle.

So something like this:

Queued Diverted Ringing Answer HangUP
TotalTalk ------
TotalWait --------
TotalRinging -----

And so on...

What do you think? Should we do it and put it together for everyone's sake?

[Vic]

Darn post got a little bit screwed up...
But you know what I mean right?

[BablaX1]

How can I get involved?