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Recent content by spraggster
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CMS Reporting - Total ACD Time versus Avg ACD Time
Thanks Stinney, I reached that conclusion too soon after I posted Same logic applies if they take a call at 14:58 talk for 37 mins - so between 15:00 for 15:30 ACD time will show 30 mins but calls answered = 0 and hence AVG ACD TIME will be blank. On this campaign the call lengths are long and...- spraggster
- Post #7
- Forum: Avaya: CM/Aura (Definity)
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CMS Reporting - Total ACD Time versus Avg ACD Time
sorry forgot to add: over the whole day the report adds up but the intervals don't make sense so for the above agent Total over the day is: ACD Calls 10 Avg ACD Time 14:25 Total ACD Time 2:24:11 Thanks Paul- spraggster
- Post #4
- Forum: Avaya: CM/Aura (Definity)
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CMS Reporting - Total ACD Time versus Avg ACD Time
Hi Thanks for you reply. It is a standard report Historical -> Agent -> Summary Interval As an example: Between 15:00-15:30 ACD Calls 0 Avg ACD Time blank ACD Time 17:31 Weird!- spraggster
- Post #3
- Forum: Avaya: CM/Aura (Definity)
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CMS Reporting - Total ACD Time versus Avg ACD Time
Hi, Apologies if this has come up already. I am running a report called Agent Group Summary Interval The figures are not entirely clear: Total ACD TIME for the period is 6:07:11 but the Total ACD calls for the period is 32 with an AVG ACD TIME of 5:33 That equates to a total of 2:57:36 (not...- spraggster
- Thread
- Replies: 6
- Forum: Avaya: CM/Aura (Definity)
