Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: KG on July 17, 2017, 05:24:26 AM

Title: Calculation of Handeling Time
Post by: KG on July 17, 2017, 05:24:26 AM

[b]How handle time for a agent is calculated for simultaneous interactions?

Say if agent accepts Chat and email interaction simultaneously.Will it calculate total time(Start and end time of interaction) spent on interactions seperately or will it calculate time actively spent on each interaction.
[/b]
For example,
If a agent accepts Email interaction at 10:00 and Chat at 10:02 (simuntanous interaction) and the agent closed the Email interaction at 10:05 and Chat interaction at 10:07.
But the agent actively on email from 10:00 to 10:01 (closed this interaction at 10:05) and Chat for 10:02 to 10:07  (at this time the email interaction is in background).

In this case,
whether the total agnet Handling time for this agent = 5 (Email)+5(chat) = 10 mins
or
Considering only actively handled time,
Total agnet handling time = 1 (actively in WDE) + 5 (Actively in WDE) = 6 mins.

Title: Re: Calculation of Handeling Time
Post by: cavagnaro on July 17, 2017, 01:41:13 PM

Well...if you monitor the AgentStatus, will be unique, the one with longest status.
But if you monitor each DN inside the Place then you have each DN times...so, guess the answer is depends on how you configure your reports