Hold Tim calculation in Agent & Agent Skill Group Reports

Please can someone confirm if I have this correct AHT is = to HandledCallsTime/CallsHandled HandledCallsTime = HandledCallTalkTime + HoldTime + Wrap.
If this is correct can someone confirm what constitues HoldTime - is InCallsOnHoldTime part of the overall hold time?
I have created and AVG Hold time HoldTime/CallsHandled, AVG Talk Time HandledCallsTalkTime/CallsHandled & AVG Wrap WrapTime/CallsHandled and all of those added together = AHT
If I run the report and look at AHoldT that is showing a calculation of InCallsOnHoldTime/InCallsOnHold
My query is this, I take a call, I speak to the customer for 60 secs, put them on hold whilst I make an outgoing call 30 secs, then come back to them and speak to them for a further 30secs and do 10 secs of Wrap...
Where does my Hold time with regards to me making a call sit..
As when I run this report I get the following output attached.
Arcadia wants to ensure that the Hold time that is happening whilst I am making another call is counted within the AHT... AS far as I can see it isn't!

Hi,
no, you did not. Just 'reporting' and 'cuic'.
Er... it's not really the SQL query, but anyway, I if I substitute AgentSkillGroup for Agent_Skill_Group_Interval, then the explanation for the HoldTime is this - kind of fuzzy, though:
>>
>> Number of seconds where all calls to the agent are on hold during the
>> reporting interval. HoldTime is counted only while the agent is doing no
>> other call-related activity. HoldTime is included in the calculation of
>> LoggedOnTime.
>>
I am not absolutely sure about this, but logically, the IncomingCallsOnHoldTime is a subset of HoldTime. I mean, HoldTime being the global HoldTime (including all types of calls), and IncomingCallsOnHoldTime is related only to inbound ACD calls. This is actually in the schema doc, but again, it's kind of fuzzy:
>>
>> IncomingCallsOnHoldTime
>> Total number of seconds that inbound ACD calls calls that an agent
>> associated with this skill group placed on hold that ended during the
>> reporting interval. The value is counted when the after-call work time
>> associated with the call (if any) is completed, and the database is updated
>> every reporting.
>>
Well, this does not explain that, does it.
This way: do you have access to the HDS database? Would be interesting to take a look at the Agent_State_Trace table for a particular agent and then do the calculations. I know, it's kind of complicated, but let's just wait and see if someone else comes up with a better explanation.
G.

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It is about time for Cisco to realize that this is something that their biggest contact center competitor, Avaya offers as a standard feature, out of the box (I'm sure they know it without me pointing it out). This is "old" technology for Avaya.
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No records in Agent Real time and Agent Skill group real time

Hi All,
UCCE 8.5.4
CAD
CVP Comprehensive/
i am surprised that couldnt find any records in Agent_Real_Time and Agent_Skill_Group_Real_Time table both AWDB and RGR DB.
but I can see Skill_Group_Real_Time reports and all historical reports.
tried to find the reason but no luck.
can any shed some lights on it.
Regards,
Shalid K.C

Hi,
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Kindly check and suggest.
Regards,
Shalid K.C

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How does the courtesy call back application gets the value of the skill group it needs to be routed to or the caller has been queued to? Is it possible to make some changes so that when the call back is done the caller should be connected to a different skill group rather than the original one with a higher priority?

Hello,
May i ask why do you want to do that ? the courtesy call back is used so that the call can stay where it is in the queue, the system calculate the Estimated Wait Time (EWT) for this speicific skill group so it can be routed directly to agent, if in case it is routed to another skill group (which i am not sure it can be done) how do you want to go to the same place it enters the queue, it will be as new call ?
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Thanks in advance.

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There is a tricky way of doing it in the config manager. Say for example, if you have 100 agents to be added, rename the agent so that they get listed first while adding to the skill group. This will reduce the effort of searching the agents. You can scroll and select the total number of agents till it is renamed and revert back once added to the skill groups
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Thanks in advance.

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Hi,
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EWT calculation for multiple skill groups at Courtesy Callback

Hi All,
I have configured CVP courtesy callback. Call is coming to callback number and call connected with agent .
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Edited by: Neil S on May 12, 2010 9:16 AM

Hi Ramesh,
I guess you need to increase the parameter "icm/keep_alive_timeout" value, it's default value is 60. please gothrough the link
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Will Enterprise Skill group allow queuing with interrupt ?

Dear All,
I have a requirement to use three enterprise skill group in a single ICM script.
Customer dials TFN and if agents are in ready state they will take a call.
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David,
Thanks for reply, yes every thing was working as expected. Only interrupting was not working and also queue music was playing only one time.After queue music played the call get disconnected
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Hold Tim calculation in Agent & Agent Skill Group Reports

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