Per Call handle time

General Discussion
1

Good afternoon.

I have an issue I’ve been working and haven’t been able to come up with a solution so wanted to see if anyone has run into this before. I’m running reports in CCPulse 7.5 and trying to determine the total time a call was handled but I’m finding that Per Call Handle Time does not equal Talk Time + Hold Time + Wrap Time.

Talk Time: The total time that agents spent handling completed calls including: inbound calls, outbound calls, consult calls, internal calls, and calls of unknown type. The calculation for this stat type is shown below.
Sum(Agent_CallUnknown.time + CallConsult.time + CallInternal.time + CallOutbound.time + CallInbound.time + ASM_Outbound.time)
For Real-Time Reporting.

Hold Time: The total time that agents had the most recent call on hold for all instances where CallOnHold status completed within the reporting interval. Total_Hold_Time is calculated as follows:Sum(Agent_CallOnHold Status.time)

Wrap time: The total amount of time that this agent’s directory number(s) spend(s) in AfterCallWorkInbound status while the agent is performing after-call work for inbound calls during the reporting interval. ACW_Time_Inbound is calculated as follows:
Sum(DN_AfterCallWorkInboundStatus.time)

Anyone have any ideas? ???

2

Handled is only a customer call, so it is Inbound/Outbound + Hold + WrapUp
Internal calls are that and doesn’t belong to customer calls.

3

Thank you. So if I total all three it should equal the total call handle time correct? I’m trying to determine the Per Call Handle Time but it doesn’t seem equal a sum of those statistics?

Also, I’ve tried the following formula and do receive some data but it comes out as a number instead of time. I should know this but can you tell me how to adjust the following format so the return value shows in hh:mm:ss?

ccpulse.Time.statistic(“After Call Work”) +
ccpulse.Time.statistic(“Total Inbound Talk Time”) +
ccpulse.Time.statistic(“Total Outbound Talk Time”)

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4

Per call…from where do you get that stat?
Maybe the time thresholds are making it fail. Are all Actions or Status? Check the StatServer guide where you need to understand:

TimeRanges
Action vs Status
MainMasks

It doesn’t make much sense to sum inbound+outbound “per call” as you can do only one type on a single customer call, I mean, or you as agent call (outbound) or receive a call (inbound) can’t make both of them at the same event…

It is kinda complicated to say “ah yes, look here” if we don’t know a lot of stuff inside your CC.

About the seconds, yes it is correct, it is the sum of seconds. If you want it to be hh:mm:ss search in the forum about giving a format to CCPulse stat or better yet, create a new metric on StatServer that collects all that so then CCPulse can paint it correctly in the hh:mm:ss format as you want it.

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