Is it possble to calculate an Agent Average Ring Time? http://developer.cisco.com/c/message_boards/find_thread?p_l_id=&threadId=8257006 2013-06-19T18:31:44Z 2013-06-19T18:31:44Z Chun Ngai Wong http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=8257026 2012-11-02T08:40:10Z 2012-11-02T08:40:10Z

I am on leave from 1-Nov to 11-Nov. Please kindly contact my supervisor Jessie Chan by 2903 7310 in case there is any urgent matter. ________________________________ IMPORTANT NOTICE: This e-mail is confidential and may be legally privileged. If you are not the intended recipient you may not copy, forward, disclose or use any part of it. If you have received this message in error, please delete it and all copies from your system and notify the sender immediately by return e-mail. Internet communications cannot be guaranteed to be timely, secure, error or virus-free. The sender accepts no liability for any errors or omissions.

Chun Ngai Wong 2012-11-02T08:40:10Z Fred Green http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=8255917 2012-11-02T08:39:44Z 2012-11-02T08:39:44Z

I will be out of the office on 11-02-12. If you need phone assistance please contact the helpdesk.

Fred Green 2012-11-02T08:39:44Z Gerard O'Rourke http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=8257005 2012-11-02T08:37:06Z 2012-11-02T08:37:06Z

A customer would like to be able to report on an Agent's Average Ring Time, i.e. the time their phone is ringing before the agent's answer the call. Some agents are currently waiting for nearly the RONA timer to expire before answering the call, and they need to change this behaviour. Moving to auto answer is an option, but leaves the issue that a agent moving from their desk and forgetting to move to Not Ready. What about using "Agent_Skill_Group_Interval.ReservedStateTime" ? Regards, Gerry

Gerard O'Rourke 2012-11-02T08:37:06Z