How to figure actual working time?

[mccan25]

Hi All. I'm fairly new to Avaya Contact Center Manager. I'm trying to figure which stat fields I need to combine to determine an agent's actual working time during a shift. So far I'm using the following fields:

Skillset Talk Time + DN Talk Time + Waiting Time

The numbers I get this is significantly lower than the agent's actual shift time. Can someone help me out on how to figure actual time?

[shaikht]

Hi,

Can you please share CC product on which you are implementing it? It will help in getting relevant assistance.

[mccan25]

We are currently using 8.0.206

[marzahn]

Agent Attendance Reports

Hi All. I'm fairly new to Avaya Contact Center Manager. I'm trying to figure which stat fields I need to combine to determine an agent's actual working time during a shift. So far I'm using the following fields:

Skillset Talk Time + DN Talk Time + Waiting Time

The numbers I get this is significantly lower than the agent's actual shift time. Can someone help me out on how to figure actual time?

You can use the following CMS Historical report to validate your report. The Agent Attendance Daily report shows all collected time totals. Normally you will see that the "Staffed Time" is the greatest followed, it is hoped, by ACD,ACW, ACD time and etc. It also shows the number of calls taken and placed. Further it differentiates between ACD calls and regular calls.

If staffed time is 8 hours and ACD time is 7:50 or, Then that is a person to watch or they were at an all day meeting.

[mccan25]

Thank you sir. I appreciate it!

[mccan25]

I'm unable to locate the report you mentioned. I attached the agent report I'm trying to use

[marzahn]

dAgent Performance Stat

The reason that your "Skillset Talk Time + DN Talk Time + Waiting Time" is "significantly lower than the agent's actual shift time" is that your formula does not account for all of the agent's time.

Your formula includes actual "work" time. it leaves off time on break, at lunch, etc. At this point, perhaps you could let us know what you are looking for? That will help me to help you.