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Old 03-17-2016, 07:48 PM
mccan25 mccan25 is offline
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Default How to figure actual working time?

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?
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Old 04-08-2016, 02:55 AM
shaikht shaikht is offline
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Hi,

Can you please share CC product on which you are implementing it? It will help in getting relevant assistance.
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Old 04-10-2016, 04:04 PM
mccan25 mccan25 is offline
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We are currently using 8.0.206
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Old 04-14-2016, 10:57 AM
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marzahn marzahn is offline
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Solution Delivered Agent Attendance Reports

Quote:
Originally Posted by mccan25 View Post
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.
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Bill Marzahn
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Old 04-14-2016, 07:11 PM
mccan25 mccan25 is offline
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Thank you sir. I appreciate it!
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Old 04-14-2016, 08:26 PM
mccan25 mccan25 is offline
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I'm unable to locate the report you mentioned. I attached the agent report I'm trying to use
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File Type: pdf Agent.pdf (149.2 KB, 3 views)
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Old 04-20-2016, 09:36 AM
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Question 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.
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Neighborhood Health Plan of Rhode Island
299 Promenade Street
Providence, RI 02908-5720
401-459-6677 (Direct "Find-me" Line)
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