On Mon, 2007-08-20 at 11:45 -0500, Jordan Novak wrote: > I am trying to figure out how long a caller waited in queue for > someone to answer versus how long they stayed on the phone after the > answer. I am assuming that the duration is the total talk time and > that the billsecs are the total time in queue. is this correct? or > should i be deducting the billsecs from the duration to get this > number?
That information you need to extract from queue_log and not from the
CDR. You need something like Queuemetrics to give you comprehensive
reports on queue and agent activity.
--
Telecomunicaciones Abiertas de México S.A. de C.V.
Carlos Chávez Prats
Director de Tecnología
+52-55-91169161 ext 2001
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