Queue Wait Time

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Queue Wait Time

Postby nscottbrown » Mon Apr 06, 2015 11:40 am

Where in the database and/or OSDial reports can I obtain the wait time for a call?
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Re: Queue Wait Time

Postby fadmin » Mon Apr 06, 2015 11:58 am

Which wait time are you talking about?
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Re: Queue Wait Time

Postby nscottbrown » Mon Apr 06, 2015 12:19 pm

I'm looking for the time the caller sits on hold in an inbound group/queue. In other words the time difference from the time the call is put in to queue to the time they start talking to an agent.
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Re: Queue Wait Time

Postby fadmin » Mon Apr 06, 2015 12:21 pm

See Reports / Agent Performance Details. Oops, I was thinking Agent waiting. I don't know of a report that answers that.
Unless the Inbound / Closer Report is good enough. It will show the various statuses and you can assign statuses to IVRs.
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Re: Queue Wait Time

Postby nscottbrown » Mon Apr 06, 2015 12:24 pm

I'm looking for the time the inbound caller waits in the queue. I'm not looking for any agent performance times. I'm trying to find the date/time stamp that the caller was connected to the agent. I've found the times the calls started, the time the call ended and the time the agent started dispositioning the lead.
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Re: Queue Wait Time

Postby fadmin » Mon Apr 06, 2015 12:25 pm

See edited reply. Also, custom reports can of course always be added.
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Re: Queue Wait Time

Postby nscottbrown » Mon Apr 06, 2015 12:26 pm

How can a blended dialer software package not give us a basic statistic like how long our customers wait in call queue?
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Re: Queue Wait Time

Postby nscottbrown » Mon Apr 06, 2015 3:16 pm

How do we add custom reports? Is that something we would pay to have you all do? I don't see any option in the Reports menu to create a custom report.
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Re: Queue Wait Time

Postby fadmin » Mon Apr 06, 2015 5:13 pm

Copping an attitude on free software for not having what you want is pretty poor. You benefit from all people ahead of you who wanted something and contributed. Maybe you should pay for those features?

You get someone to program them. It does not have a report generator built-in...
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Re: Queue Wait Time

Postby nscottbrown » Tue Apr 07, 2015 8:46 am

It's not "copping" an attitude. I'm merely confused as to if it's not available or am I missing something? I'm fine with having to pay for this. How do I go about trying to receive a quote for your services?

I've been trying to program this myself and would be happy to give that knowledge back to the community, however I can't seem to find the database fields to calculate this. Can you tell me which database field I can use to generate this? Is there a DB scheme documentation link on the site?
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Re: Queue Wait Time

Postby fadmin » Tue Apr 07, 2015 11:17 am

My mistake, it looked a lot like a complaint on available features.

I'm just a volunteer, but the contact info is here: http://osdial.com/contact/
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