Loking for a Doc that has the definition of the calculations that used in Historical reports.What makes up Average Queue time?

Looking for a Doc that has the definition of the calculations that are used in Historical reports.
What metrics are used in Average Queue time?
What metrics are used in Average Speed of answer?

If you're on UCCE, the Reporting Guide and the Database Schema are fantastic resources.
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-technical-reference-list.html
-Jameson

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