CMS - Staffed time, multi skilled agents

[nair96]

Hi,

We are using Avaya CMS Ver 16.3

Our agents are multi-skilled, an agent is assigned on an average 3 skills. We are trying to generate a Staffed Time report. However, the staffed time report is double counting the staff time for one agent across the multiple skills.

For example: Agent "A" is assigned three skills and had a staffed time of 8 hours. When the skill report is generated for each individual skill, the total of the staffed time is coming to more than 8 hours.

Why is this so? What report should we generate to ensure we get the correct report?

Thanks.
Rajesh

[shaikht]

Hi Rajesh,

Which report you are pulling presently to check staff time?

To get agent staff time, Historical: Agent: Attendance: Daily should give you required information.

Always check login and logout report to confirm staff duration.

In case, still report give wrong data, we need to check in logs to find reasons for it.

Thanks
Tosif