Agent Summary Daily - Avg ACW 1

[coolk]

Hi,

Can anyone explain to me how we could get discrepancies in the AVG ACW Time field. For example, we have an agent who hss taken 59 ACD Calls and their ACW Time is 2:00:04. By using the calculation to get AVG ACW Time (acwtime/acdcalls) this should give us 2:02 but on the report we have 1:47. Can anyone explain the reason for this?

Thanks.

 

[coolk]

anyone?

 

[jfh9219]

You don't say what report(s) you are running to come up with the two different avg ACW times.

Look in the CMS Database Items and Calculations manual for the elements that are included in ACWTIME. It appears that it is calculated differently depending on the table involved, ie Agent vs VDN. I would not expect results to match between reports based on different tables.

Think about this:

Agent takes ACD call, call ends Agent goes into ACW. Agent is in ACW for 1 minute, Agent receives offnetwork call for 1 min, call ends, agent spends another minute in ACW.

From my reading of the aforementioned manual, while the agent may have been in ACW for 3 minutes, only 2 minutes are necessarily counted in ACWTIME. Looking at agent trace information for the described scenario you would see three separate segments for the time period.

CMS is not a call accounting system. It is very difficult to tie out reported time to actual time. For example, an agent takes a call at 1 minute before the end of an interval and the call extends 1 minute past the end of the interval. In which interval does the call get counted? Does the time get split between intervals? You certainly don't get 1/2 call in each interval. Do you get an agent whose total time is 1 minute greater than the interval?

just my thoughts

 

[coolk]

Hi,

Thanks for the reply, it is an Agent Group Summary Daily Report. My understanding is that the calculation is AVG ACW Time = acwtime/acdcalls, and in this report the fields are as I mentioned above, so are you saying that the calculation may be using diferent values from the ones showing in the report?

Thanks.

 

[jfh9219]

You are correct on the calculation from a logical perspective, you are missing what is going into the ACWTIME. The Avg ACW time reported by that report is AVG_AGENT_ACW_SUM. The total ACW reported is TOTAL_ACWTIME. Look up the definitions of these calcs in the CMS Database Items and Calculations manual.

For grins I ran the Agent Group Summary report on some of our agents. I see the same situation as you, avg acw reported is less that total acw/total acdcalls. I looked at agent trace information for the same time period as the report. The difference is that the first item, Avg ACW does not include ACW time that is not associated with an ACD call. For example, an agent is in AUX work and then they enter the ACW state. The time they spend in that state is accumulated into total ACW time for the interval because they are in ACW mode but does not count in the ACWTIME because they are not working after a call. This is what leads to the confusion.