What Do the Number of Average Talk Duration and Average Wait Duration Mean in Cisco IP ICD Statistics?

Introduction

For Cisco IP Integrated Contact Distribution (ICD) Statistics, there are two catagories of reports, real time reports and historical reports. This document describes what the number of average talk queue and average wait queue mean in IP ICD statistics.

Q. What Do the Number of Average Talk Duration and Average Wait Duration Mean in IP ICD Statistics?

A. The average talk duration represents the average time resources are spending talking to contacts. The talk duration starts when a contact first connects to a resource and ends when the contact disconnects from the last resource to which it is connected and does not include any of the hold time that occurs between these two events. The number of average talk duration in IP ICD statistics is represented in milliseconds. The system sets this value to 0 when the statistics are reset.

Note: This value does not include hold time.

The average wait duration represents the average amount of time contacts are waiting before being connected to an agent. This state begins when the contact is created and ends when the contact stops waiting (for example, contact disconnects or contact gets connected to an agent). The number of average wait duration in IP ICD statistics is represented in milliseconds. The system sets this value to 0 when the statistics are reset.

Note: This value does not include hold time.

To get the number of seconds, divide the number by 1000. To get the number of minutes, divide the number by 60000 (60 seconds * 1000).

Related Information

• Cisco Customer Response Applications Administrator's Guide (2.2)
• Technical Support - Cisco Systems