CMS Reporting - Total ACD Time versus Avg ACD Time

[spraggster]

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 6:07:11)

Can anyone offer any advice for the difference? I presume it is the way the figures are being calculated

Any help would be much appreciated

Thanks
Paul

 

[Stinney]

No, it the Average ACD Time calcuation is the total ACD Time divided by the number of ACD Calls.

Is this one of the standard Agent Group Summary Daily/Weekly/Monthly reports you're looking at?

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[spraggster]

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]

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

 

[Stinney]

Can you provide the data for the 15:30 - 16:00 time?

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[Stinney]

For interval reports here's what's I think is happening:

According to Avaya's documentation, an ACD call in an agent report is a call that was queued to a skill and answered by an agent in the interval. So say the call was queued at 14:57:00 and the agent you gave us answered that call at 14:58:00. So this call would be reported as an ACD call in the 14:30 - 15:00 report and 2 minutes of ACD Talk time.

In the next interval 15:00 - 15:30 the agent continued to talk to the caller for another 17 minutes and 31 seconds and did not take any additional calls during that interval.

Any number divided by 0 is an error, but avaya reporting is going to report it as blank, therefore no AVG ACD TIME.

A helpful document is the CMS Database Items and Calculations guide. You should find a copy for your release at support.avaya.com

- Stinney

I love learning and passing on knowledge. "Because knowing is half the battle".... GI JOOOOOE!

 

[spraggster]

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 often exceed the interval periods

I also found CMS Avaya Business Advocate Reports a useful ref doc

Any way thank you for your prompr reply, very much appreciated

Thanks again
Paul