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  • Wrap-up code "average time per code" reporting issue

    Shoretel 8.1
    Contact Center 5.0

    We were collecting wrap-up code data for a month and when it came time to report on the data, we found that we couldn't get a average talk-time per wrap-up code.

    In the "Detailed wrap-up code report by date" report in the Contact Center Reports application, there's a column for "Avg Call Process Time (hh:mm:ss)" which looks like it should do what we want. And the description even says "Average call processing time (talk+wrap-up time)". But all that column gives me is the average wrap-up time per code, which is worthless to me.

    Any help would be great.