Our IT department stores the conversation details into multiple Oracle tables for my analytics team . We're looking to create a short call metric for acd queue calls that last five secs or less. Has anyone did this before ? I was thinking dimension = 'AGENT'; segment_type = 'INTERACT' and thandle_sum <= 5; DIRECTION = 'INBOUND' and QUEUE_ID is not null. Any filter for endpoint ? Any assistance would be appreciated.
Thanks