Hello Everyone,
I've run into a little problem and I'm hoping the community can help.
In our Call Center for "Logged" Hour in AVAYA (on the Agent level) we use TI_STAFFTIME - AUXTIME1 thru AUXTIME9.
and for our "Production" Hour we are using TI_ACDTIME + HOLDACDTIME + TI_ACWTIME + EXT_OUT_TIME + TI_AVAILABLE
and it's telling us that the "Production" hour is higher than our "Logged" Hour, how can this be?
Does anyone out there have a correct AVAYA calculation for Total Agent Handle Time with a customer include outbound talk time plus available time?
I've run into a little problem and I'm hoping the community can help.
In our Call Center for "Logged" Hour in AVAYA (on the Agent level) we use TI_STAFFTIME - AUXTIME1 thru AUXTIME9.
and for our "Production" Hour we are using TI_ACDTIME + HOLDACDTIME + TI_ACWTIME + EXT_OUT_TIME + TI_AVAILABLE
and it's telling us that the "Production" hour is higher than our "Logged" Hour, how can this be?
Does anyone out there have a correct AVAYA calculation for Total Agent Handle Time with a customer include outbound talk time plus available time?
