average time up to the answer

[Pioneer]

At a writing of strategy I had a question. Whether it is possible, somehow to define average time up to the answer?

[mark]

Hi Pioneer,

Can you explain a bit more about what you are after, are you looking for Expected Wait Time, which can then be played to a customer before / during queuing, or reporting on averge time to answer historically?

ExpectedWaitTime can be achieved from the 'Multi Assign' IRD object, using the SData statistic 'StatExpectedWaitTime'. This can be used on VQs or DN Groups. This can be both played to the caller and be seen in CCPulse.

If it is historical reporting that you are after, you could create a statistic (I think there is a default one) for averageanswertime / average speed of answer.

Mark