What is the definition of MaxDelay

[TheCardMan]

Can someone define the value in CMS for "MaxDelay" & "MaxWaiting"?

Example Call 1:

Max Delay = 277, MaxWaiting = 2, ACDTime = 101, hvdn.ANSTIME = 277

 

[SF0751]

This is the information in the online CMS help:

Max Delay: The maximum time that a caller waited in queue and ringing before:
- Being answered
- Abandoning
- Being redirected
- Receiving a busy signal
- Being disconnected.

The value shown in the Totals line is the maximum of the Max Delay values shown in the individual intervals.

Database Item, Calculation, or Calculation Name: MAXOCWTIME


MaxWaiting: Maximum number of calls simultaneously in progress in the VDN during the collection interval.

This is a maximum value item.



Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893