Total_Time does not equal Time_Inbound+Time_Outbound+Time_Consult+Time_Unknown

[Mirv]

Dear Genesys Experts,

I need help with making sense of my Brio report.

In our call center, we have around 100 different units, all based on skill.

For logistic purposes there is also an agent group per skill with all agents with that skill added into that group.

According to Genesys PS who produced the initial designs:

Login Time = NotReady+Wait+ACW+Dialing+Ringing+Talk+Hold

which is true.

The problem we are having is with Talk values.

Even though for most groups Talk = T_INBOUND+T_OUTBOUND+T_INTERNAL+T_CONSULT for some, it is not. In fact, we see that the sum of individual talk time statistics is lower by about ten percent compared to the value in "Talk". We must assume that "Talk" is the correct value, because when added with NotRead, Wait and everything else, the sum is equal to Login_Time value.

What would cause T_INBOUND, T_OUTBOUND,T_INTERNAL and T_CONSULT to vary this much?


My statistics are defined as following:

[Total_Talk_Time]
Category=TotalTime
Description=Total time agent spent handling completed calls
MainMask=CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, ASM_Outbound
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus

[Total_Talk_Time_Inbound]
Category=TotalTime
Description=Total time agent spent handling finished inbound calls
MainMask=CallInbound
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus

[Total_Talk_Time_Internal]
Category=TotalTime
Description=Total time agent spent handling finished calls of type "Internal"
MainMask=CallInternal
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus

[Total_Talk_Time_Outbound]
Category=TotalTime
Description=Total time agent spent handling finished outbound calls
MainMask=CallOutbound
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus

[Total_Talk_Time_Unknown]
Category=TotalTime
Description=Total time agent spent handling completed calls of unknown type
MainMask=CallUnknown
Objects=Agent, GroupAgents, GroupPlaces, Place
Subject=AgentStatus

and here is DMA shot.

Where do you think is the problem?

[cavagnaro]

Actually Login Time = *, ~Notmonitored, ~Loggedout

Total Talk = CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, ASM_Outbound

Are you applying this to a agent or to an agent group. If to an AG it exists an option that can easily explain this, if an agent belongs to two groups, and answers a call in group 2, those stats are reflected on AG 1 because stats for a group are constructed based on the stats of the agents that composes it. So to get exact stats you need to apply a filter and create new historical stats. Which i believe is your case as you say you use skills.

[gena]

Hello,

1. The right formula for calculation is

Login Time = NotReady+Wait+ACW+Dialing+Ringing+Talk+Hold + OffHookTime

[cavagnaro]

According to documentation is:

Login Time = *, ~Notmonitored, ~Loggedout

Where is the formula you mention?

[Mirv]

Cavagnaro,

I see how this can be affecting count but in my case the problem lies with the fact that Total_Talk value for Agent Group is greater than the sum of Outbound, Inbound, Internal, Consult and Unknown values shown for the same Agent Group. I am using the latest Data Sourcer and ETL.

What would cause this discrepancy?


[quote author=cavagnaro link=topic=1846.msg6013#msg6013 date=1159506498]
Actually Login Time = *, ~Notmonitored, ~Loggedout

Total Talk = CallUnknown, CallConsult, CallInternal, CallOutbound, CallInbound, ASM_Outbound

Are you applying this to a agent or to an agent group. If to an AG it exists an option that can easily explain this, if an agent belongs to two groups, and answers a call in group 2, those stats are reflected on AG 1 because stats for a group are constructed based on the stats of the agents that composes it. So to get exact stats you need to apply a filter and create new historical stats. Which i believe is your case as you say you use skills.
[/quote]

[cavagnaro]

A few questions:

Are you using custom reports or default ones?
Are you applying any filter to your reports?
Can you attach the DMA screen shot of the report layaot where we can see fields and definitions of them?
Can you also take a screenshot or definition of the exact metrics that appear on the report layouts?

Regards