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Reason Code Event Duration different from Daily Agent.Idle Duration

Reason Code Event Duration different from Daily Agent.Idle Duration

Reason Code Event Duration different from Daily Agent.Idle Duration

(OP)
I am currently using seagate info desktop 7.5 with an aspect solution

Does any one know why the sum of Reason Code Events.Reason Code Event Duration would be different from  the sum of Daily Agent.Idle Duration. ?

RE: Reason Code Event Duration different from Daily Agent.Idle Duration

When you compute the sum of Reason Code Events.Reason Code Event Duration make shure that yout get _all_ records. If you use a dictionary or query which contains an equal-join to the Reason Code table you'll get only those records where agents entered one of the codes (1-999).
But there are often Idle-Events with code 0 (no reason) or above 1000 (errors, automatic idle after login, canceled...). I changed the link in the dictionary and added a formula in my report to print descriptions for these codes:

if {Reason Code Events.Reason Code Sub Event Type} = 0 then "NO REASON"
else
if {Reason Code Events.Reason Code Sub Event Type} = 1000 then "enter reason"
else
...
else
{Reason Code Desc.Reason Code Abbreviation}


hope that helps,
chris



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