CMS: Agent Group

[coolk]

Hi,

I'm having difficuly in working this one out. Basically we have had instances of what would seem like discrepancies within the Agent Group Summary Daily Report. For example we have an agent who has 59 ACD Calls and a total of 2:59:38 ACW Time but his average ACW Time is calculated to be 2:52. Now going by my calculations it should be 3:03.

Anyone have any ideas as I generally think the reports are fairly accurate.

Cheers,

coolk

 

[huffer]

In general:

The ACWTIME item is included in the following database tables:

Split/skill tables.
The length of time that agents spend in ACW that is associated with ACDCALLS. The ACWTIME database item includes portions of ACWINTIME, ACWOUTTIME, and
O_ACWTIME that are associated with ACD calls. Only the ACWINTIME and ACWOUTTIME associated with calls made or received while in ACW associated with Split/
Skill ACD calls are included. This is a cumulative item.

Agent tables
The length of time that agents spend in ACW that is associated with ACDCALLS. ACWTIME does not include the time that is spent in ACW that is not associated with an ACD call. ACWINTIME and ACWOUTTIME associated with calls made or received while in ACW associated with Split/Skill and direct agent ACD calls are included. This is a cumulative item.

VDN tables
The length of time that agents spend in ACW that is associated with ACDCALLS. ACWTIME includes SKILLACWTIME1 through SKILLACWTIME3. This is a cumulative item.

Call work codes tables
The length of time that agents spend in ACW for ACDCALLS that are associated with this call work code. This is a cumulative item.

Call record tables
The length of time that agents spend in ACW that is associated with this call by the
answering agent in this segment.


More specific:

I think the Total amount of ACW time includes both call-associated AC and non-call-associated ACW.

The Average ACW however does not include the non-call-associated ACW and therefore the figure is different from (lower than) the one you calculated by dividing the total amount by the amount of ACD calls.