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-   -   TI_STAFFTIME vs. Production Hour Help (http://support.avaya.com/forums/showthread.php?t=3603)

allen162 08-13-2013 08:12 AM

TI_STAFFTIME vs. Production Hour Help
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?

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