Bar Bar Black Sheep
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 Posted:
Fri Oct 22, 2004 10:09 pm Post subject:
Re: Symposium Database-tables: AgentPerformanceStats - "Logg |
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Mike,
from what I know logged in time shows the cumulative time the phone set has
been logged in. E.g if agent logs on at 09.00 till 12.00 then logs off and
logs back on at 13:00 and logged of at 17:00 the logged in time would be 3
hours morning + 4 afternoon equal 7 hours.
Talktime is the time they are actually talking to a caller eith DN out or on
inbound will include walkaway & time the hold nutton is on I would have
thought.
not ready time is the cumulative time the agent is not ready
etc.
I suppose that logged in time should equal = Talktime DN + talktiem ACD +
notready + idle
If I can find a electronic list of the states on Nortel documentation at
work I will email it.
Adrian
telecoms Manager for UK company
"Mike" <miwmiw@mail.dk> wrote in message
news:3fe179fe.0410212311.25513aee@posting.google.com...
| Quote: | Hey,
I know "LoggedInTime" is a very difficult factor to define excactly
because an agent can be in more than one state simultaneously.
I guess "LoggedInTime" allways consists of the following columns -
correct?:
-TalkTime
-WaitingTime
-NotReadyTime
-RingTime
-BreakTime
But what about the following columns - are they the "problems"?
-ACDCallsTalkTime
-BusyOnDNTime
-BusyMiscTime
-ConsultationTime
-DNOutExtCallsTalkTime ???
-others?
Can anyone help me a step further - maybe with a note/memo of all the
special situations or so ?
Thank You very much in advance,
Mike (from Denmark) |
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