Historical Report on Average stats

General Discussion
1

Hi

I am keen to find out if the DMA can be used for generation of a report that has Average Handle Time stat.

I have to report on average time spent on email interactions. But my knowledge of Genesys Reporting says, it cannot aggregate an Average Stat. So historical reports cannot be generated for AHT stat.
Is that correct ?

Regards
Nishant Tank

2

Not sure on email stats but could you not do something like Handling time / number of emails?
Handling time would be made up of all stats involved with dealing with the email.

Mark

3

Hi Mark
Are you suggesting use of a formula in CCPulse?
If so, yes, that can be done for Realtime report, but how would you associate a historical stat for it? I mean, how would you define a formula type of column in DMA? :-[

Regards
Nishant

1 Like
4

You wouldn’t, you would make the formula in the tool that you use to pull the stats back.

Or, could you create a view on the stat server db and have a calculated field in there that you can use?

What are you using to view the data once in datamart/infomart?