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Old 08-13-2013, 07:12 AM
allen162 allen162 is offline
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Default 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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logged hour, production hour, ti_acdtime, ti_stafftime

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