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Standard report for average queue time & average handled time

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Standard report for average queue time & average handled time
Answer
7/2/12 4:29 PM
Is there any report for average queue time and handled time based on call type and skill group.
Thanks
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RE: Standard report for average queue time & average handled time
Answer
7/19/12 3:53 PM as a reply to Arun Kumar.
Caltype Skillgroup historical all fields report
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RE: Standard report for average queue time & average handled time
Answer
8/31/12 3:14 PM as a reply to Senthil Kumar Natarajan.
Caltype Skillgroup historical all fields report

Thanks.
Which field on this report would represent the average queue time ?
 
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RE: Standard report for average queue time & average handled time
Answer
8/31/12 6:23 PM as a reply to Arun Kumar.
Hi Arun

In the "Call Type Skill Group Historical All Fields" report , I think ASA ( Avg. speed of Answer) column corresponds to Average queue time.

For the "Call Type Historical All Fields" report it would be the AWT (Avg. Wait time) I believe.

Edwin
NYSDTF CCSD
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