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Old 01-26-2015, 06:02 AM
lnesje lnesje is offline
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Default ContactTalkTime treatment in AACC vs AIC

Can someone explain the difference in how AACC and AIC treats/calculate ContactTalkTime ? thanks
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Old 01-27-2015, 01:48 AM
hergenmuelle hergenmuelle is offline
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The definition for the AACC:
ContactTalkTime is described in
44400-117_05.03_AACC_Performance_Management_Data_Diction ary.
Dependent on the report type it is defined e.g. for the AgentByApplicationStat like:
The sum of time that Contact Center Manager contacts were handled, including on
hold, by this agent after being accepted while processed by this application. Multiple contacts from this application handled by this agent can be in active state simultaneously.

Maybe an AIC expert can add the definition for the AIC as well.
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Old 02-16-2015, 01:34 AM
lnesje lnesje is offline
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is ACW calculated in "handlingtime" in AACC ?
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