Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: RoboGene on March 14, 2007, 06:46:16 AM

Title: Agent NotReady time and AgentGroup not ready time do not add up
Post by: RoboGene on March 14, 2007, 06:46:16 AM

Hi,

I saw a similar post earlier but I could not find it.
I have a very simple problem.

We have hundred agents and three agent groups.
We are using the latest statserver  release and CCA.
In Brio report, if we add up a total for NotReady for every agent and compare that to that of a group, total of notready agent is more. by at least an hour and a half when total not ready is around 90 hours.

What are we forgetting?

RoboGene

Title: Re: Agent NotReady time and AgentGroup not ready time do not add up
Post by: pdavid on March 14, 2007, 05:08:19 PM

From what I recall when I read that thread you refer to, I believe there's an "unknown time". We have the same issue, however after reading that post we have changed our reports to include a formula in the total NR to be the sum of the different NR code reasons that we utilize. Perhaps not the best route to go, but a quick workaround before operations begins to question the issue, then credibility goes down...