Extracting actual working time of a group of agents from CMS

[zahara]

Hello,

Currently I'm using the login/logout report. I would like to know if the Staffed time column covers the actual working time of an agent - excluding lunch and AUX0?

My second question is there any other way to extract the exact amount of hours that a given person has worked for a current month? This report may include AUX's.

Thanks

[shaikht]

Hi Zahara,

Staff time is the total time that the agent was logged in (staffed) for the specified time period in any split/skill. (This does not include time that the link was down.)

So it will include all aux values too.

You can use Agent Attendance report for same. It provides
The Agent Attendance report gives the total staffed time, ACD time, ACW time, AUX time, time in the ringing state, extension time, available time, and the number of calls handled by an agent for the specified time period for all splits or skills the agent was logged into.

I hope it helps.

[zahara]

Hello shaikht,

Thank you so much for that. You've helped a lot.

[shaikht]

You are welcome.