Hi guys,
I’ve been working on a wallboard for the office, displaying the output of “show queue xxx” in a neatly formatted web page. That part is all working, but I am looking for better explanations for a few items;
Example:
404 has 0 calls (max unlimited) in ‘leastrecent’ strategy (0s holdtime, 0s talktime), W:0, C:0, A:1, SL:0.0% within 60s
What I need to know is;
holdtime and talktime are averages (I assume), however in the above queue I had been on hold for ten minutes, yet the average hasn’t seemed to change? Is this only relevant if the caller is answered by an agent?
Also, what kind of time period is it an average for? Is it average over 24hr, or average since last system reboot?
I know what the rest means - been able to find all that out with google searches, I just haven’t been able to find out anything useful about the holdtime and talktime and can’t seem to get them to reflect the real world.