Custom report for RTA_TCS

[jescud]

Hi:

Does anybody know what are the calculations in the fields of custom reports running for RTA_TCS????

We have some doubts about AVERAGE HANDLE TIME field: is ACDTIME included only in the numerator, or also ACWTIME???
Numerator is based in CALLSOFFERED or in ACDCALLS?

Information about TOTAL CALLS HANDLED field, is from ACDCALLS or other field?

Thanks a lot.

[dgeersbt]

check calculations under dictionary or use this http://downloads.avaya.com/css/P8/documents/100041433.


TOTAL ACD Calls handled = (ACDCALLS + DA_ACDCALLS)
The number of direct agent ACD calls that the agent answers. DA_ACDCALLS is available with the ASAI or EAS feature. DA_ACDCALLS includes DA_RELEASE.

check the help function in CMS as well

[jescud]

Thanks a lot.