Real-Time Agent Report Field Question
When running a real-time agent report there are several fields that show up such as ACD calls, Avg ACD Time, etc. However, there is one field that I don't know what it represents: Other Time. Can anyone tell me exactly what this is?
-
-
Other Time:
The time that the agent spent doing other work in all splits/skills.
Agents are doing other work while in Auto-in or Manual-In if they:
Put any call on hold while not doing any other activity
Dial to place a call or to activate a feature
Have a personal call ringing with no other activity
Agent positions show up as OTHER directly after the link to the communication server comes up and directly after the agents log in before the CMS is notified of the agent's work state.
Also we can use the CMS supervisor help menu if we need to understand how it is calculated and what database items are used for calculate the other time.
Hope this helps.
.
Comment