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RE: Longest call waited (per day/month)

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Longest call waited (per day/month)
longest wait time
Answer
4/16/12 4:49 PM
Here is what i need to produce on my custom report
1. SL
2. Calls Offered
3. ASA
4. % Aband
5. Longest wait time in Q
 
For a particular day, i need list the longest call waited in the queue. What's the query or what table this value is stored?
 
-Senthil
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RE: Longest call waited (per day/month)
Answer
4/30/12 3:09 PM as a reply to Senthil Kumar Natarajan.
Senthil,
these data seems to be in the Skill_Group_Interval table.
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RE: Longest call waited (per day/month)
Answer
4/30/12 3:19 PM as a reply to Luis Yrigoyen.
Senthil,
these data seems to be in the Skill_Group_Interval table.

 
Yep, got this from the stock summary report. However i am still unable to find the longest call waited in Q (for that Day).
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RE: Longest call waited (per day/month)
Answer
4/30/12 3:36 PM as a reply to Senthil Kumar Natarajan.
in that table there's the RouterMaxCallWaitTime column.

From the schema doc:
RouterMaxCallWaitTime: The longest a call had to wait before being answered, abandoned, orotherwise ended.
This includes time in the network queue, local queue,and ringing at the agent if applicable.
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RE: Longest call waited (per day/month)
Answer
5/1/12 1:24 PM as a reply to Luis Yrigoyen.
So this column maintains the longest call waited, for every 30 min?

Thanks for quick response. Appreciate this.

-Senthil
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