Webview: Maximum Wait Answer Time or Longest Call in Queue Fields or operation

Hi,
Currently have a cutsomer who needs custom reports, on the customization he requieres to place on a historic basis a field which he calls Max Wait Ans, this field refer to the Maximum time a caller waits for an agent to answer the call or the same as a Longest Call in Queue Field or operation.
I've seen that the value is presented on a real time report, but the customer doesn't need the last or real time value, he need to know for a certain period of time the maxium wait answer time.
Is there any way to get this value?
Any help will be apprecaited.
Regards,
Claudio.

You're probably going to want to query the Termination_Call_Detail table for a combination of NetQTime, NetworkTime, RingTime, LocalQTime, and DelayTime. Check the DB schema for the meaning of all the fields to see which ones you want to include to get the number you want. The question didn't mention the specific ICM version, but it's tagged as CCE7, so here's a link to the 7.5 schema guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_7_5/reference/guide/icm75schema.pdf
You'll want to sum based on RouterCallKey (and RouterCallKeyDay if your query will span multiple days).
Another good thing to consider if this is going to be heavily utilized is to write some soft of stored procedure that runs on a set schedule to populate another DB table with an interval ID, CallTypeID (or whatever unique identifier you want) and the max wait ans time. That way when you want to run a report, you're just querying the summary table, not the TCD for the entire timeframe.

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