Login time is what?

[Peter K.]

Hi, URSMan, Pavel, Vic and Tony, and anybody who can help:

I am looking at excel sheet which has agent and agent group and I have a column for every statistic shown in Brio CCA report.
The problem that I am encountering is that Total_Login time, defined as *,~NotMonitored,~LoggedOut is around 13 percent bigger than the sum of Talk_Time_Inbound, Talk_Time_Outbound, Total_Time_Ready, Total_Time_Not_Ready, Total_Time_Dialing, Total_Time_Ringing, ACW Time, Internal, Consult, Hold Time.

We are not using ASM_XXXX and Stat Server is 7.2.xxxx.xxxxx. The whole environment is using Avaya 8720. I recall reading someone else having a similar problem, but could not find a solution to it.

Desperately in need of guidance,

PK

[tony]

Login Time = *, ~Notmonitored, ~Loggedout is correct.



If you are trying to roll up a series of individual Agents/Skills and you are comparing them to a similar period for an Agent Group, be aware that Agents can take calls on behalf of other Agents Groups or Skills.  Perhaps if you broke down your Skills and reported on those or if you can Filter the calls based on the reason for Target, you may find the anomaly lies there.

As a piece of advice; try not to roll up stats for a series of Agents in order to compare them with a "similar" Agent Group - it tends not to work unless you are aware of (and take into consideration) [b]all [/b] of the Agent Groups an Agent may belong to.  An Agent report generally tends to show all calls destined for the Agent, irrespective of which Agent Group has been  targetted.

I also noted that some of your composite statistics are "Total" whilst others are not.  Check each of your statistics and make sure you are collecting "Totals" rather than "Time".  ...You may also want to ensure that every stat is being reflected in seconds...

Personally I would go back to the original (Brio?) report, rather than relying on the details provided in an Excel Sheet....

Hope this helps?

Tony