Author Topic: Queue Details Report - Duration  (Read 2049 times)

caper800

  • Guest
Queue Details Report - Duration
« on: March 24, 2015, 16:12:06 »
Hello folks - I'm new to QueueMetrics coming previously from the Avaya world and have a question that I've been unable to find an answer to.

When running a report in QueueMetrics for a Queue and I'm looking at the Queue Details, I see a data column called "Duration". What parts of the call are included in calculating "Duration"?

Specifically I'm curious about hold time, where hold time being the amount of time a caller spends on hold where the agent pressed the hold button on the phone. So if an agent places a caller on hold to do research, is this hold time included in "Duration"? Also, is there a way to view this hold time duration as a separate data item?

Thanks for your assistance!


mirkox

  • Full Member
  • ***
  • Posts: 231
  • Karma: 4
    • View Profile
Re: Queue Details Report - Duration
« Reply #1 on: March 31, 2015, 17:54:21 »
Hi caper800,

sorry for the late reply (for some reason forum's notifications didn't arrive anymore).

The duration is comprehensive of the hold time; that's because Asterisk doesn't log the hold time; but we're working on this  ;) : http://forum.queuemetrics.com/index.php?topic=1923.0

Mirko

caper800

  • Guest
Re: Queue Details Report - Duration
« Reply #2 on: April 09, 2015, 20:18:44 »
Thanks for the response!