T_Login not matching with sum of other fields.

[siddharth.taneja]

When pulled data from Datamart database, the T_Login time is not coming to be equal to (not ready time + dial time + ring time + talk time).

I have used the following tables:

O_AGENT_OUTBD_DAY, V_AGENT_OUTBD_DAY and T_AGENT_OUTBD_DAY;

and was comparing the T_Login value with (T_Tea + T_Hold + T_Dialing + T_Inbound + T_Consult + T_Wait + T_Talk + T_Not_Ready)

The sum is showing abnormal patters of deviation from T_Login starting from 1 sec to 1050 secs.

(The T_Tea is a custom stat.)

Siddharth.

[cavagnaro]

And why should they sum? Not ready is an status, not an action. You can't sum action with status, a status is an action with higher precedence on a list of actions. NotReady time has nothing to do with talk time, while you talk you can be on Ready or Not Ready and the time for this still are increasing.
I'd recommend to check how metrics are defined and then check them. Also Logging Time = the sum of all status minus unmonitored status. You can check the statserver guide for a better understanding.

[siddharth.taneja]

Thanks for the quick response cavagnaro. It surely contained info that I wasnt aware of ealier....

However I was talking about T_Not_Ready (the total not ready time)...

The issue anyway was resolved when we used the Genesys default template for Agent Login historical reporting.

The sum came to be equal to T_Login.

Siddharth.