In Split/sill report, There're different defination for the reports data item, thus it cannot compare directly:
Avg ACW Time : (ACWTIME+ DA_ACWTIME)/ (ACDCALLS+ DA_ACDCALLS), ;
The ACWTIME database item includes portions of ACWINTIME, ACWOUTTIME, and O_ACWTIME that are associated with ACD calls.
ACW Time : I_ACWTIME+ I_DA_ACWTIME.
The following outlines I_ACWTIME and ACWTIME. This information can be seen within CMS Supervisor under help > contents. You can search for the items there and find the same information.
I_ACWTIME
The I_ACWTIME item is included in the following database tables:
Split/skill tables
The length of time during the collection interval that agents were in ACW for this split/skill. The ACW can be associated with a split/skill ACD call or not associated with a call. I_ACWTIME includes I_ACWINTIME, I_ACWOUTTIME. I_ACWTIME includes I_ACWTIME_R1 and I_ACWTIME_R2 when reserve agents are used.
This is a cumulative item.
Agent tables
The length of time during the collection interval that the agent is in ACW. This includes ACW for split/skill ACD calls and ACW that is not associated with a call. I_ACWINTIME and I_ACWOUTTIME include time for direct agent ACW in and out calls, but I_ACWTIME does not include this time. Therefore, the sum of I_ACWINTIME and I_ACWOUTTIME may be greater than I_ACWTIME. I_ACWTIME includes the portions of I_ACWINTIME and I_ACWOUTTIME that are not associated with direct agent calls.
This is a cumulative item.
ACWTIME
The ACWTIME item is included in the following database tables:
Split/skill tables
The length of time that agents spend in ACW that is associated with ACDCALLS. The ACWTIME database item includes portions of ACWINTIME, ACWOUTTIME, and O_ACWTIME that are associated with ACD calls. Only the ACWINTIME and ACWOUTTIME associated with calls made or received while in ACW associated with Split/Skill ACD calls are included. This is a cumulative item.
Agent tables
The length of time that agents spend in ACW that is associated with ACDCALLS. ACWTIME does not include the time that is spent in ACW that is not associated with an ACD call. ACWINTIME and ACWOUTTIME associated with calls made or received while in ACW associated with Split/Skill and direct agent ACD calls are included.
This is a cumulative item.
VDN tables
The length of time that agents spend in ACW that is associated with ACDCALLS. ACWTIME includes SKILLACWTIME1 through SKILLACWTIME3.
This is a cumulative item.
Call work codes tables
The length of time that agents spend in ACW for ACDCALLS that are associated with this call work code.
This is a cumulative item.
Call record tables
The length of time that agents spend in ACW that is associated with this call by the answering agent in this segment.
If ACWTIME becomes zero after a change in configuration for the phones for the agents, verify that the agents are manual-in instead of auto-in:
Manual-in – after the agent ends the call, the agent is automatically put in ACW. the agent will then have to manually hit ‘manual-in’ to take the next call.
Auto-in – agent is always available, the agent will never go into ACW automatically, they will have to hit a button or enter in a feature access code to change the agent state to ACW or Aux-work.
