Avaya Agent Historical reporting

New Bloke · July 6th, 2006, 11:09 AM

If an ACD agent is on a call the duration of that call is logged, but if the agent places the customer on hold and then returns to the customer the duration timer resets to zero, the call is logged as a shorter call lenth in the reports, is there any way aroud the problem?
Tks
C

ahays · July 6th, 2006, 11:29 AM

Quote:

Originally Posted by New Bloke

If an ACD agent is on a call the duration of that call is logged, but if the agent places the customer on hold and then returns to the customer the duration timer resets to zero, the call is logged as a shorter call lenth in the reports, is there any way aroud the problem?

It's not a problem, it's the way the system works. The call duration on historical reports will be correct. On Real-Time reports it reflects the duration of the CURRENT STATE. Therefore, if an agent places the customer on hold the state changes to an ACDONHOLD state. DURATION on real-time reporting resets with each change in agent state.

regs,

.al.

New Bloke · July 10th, 2006, 01:32 PM

Thanks
C

July 6th, 2006, 11:09 AM	#1 (permalink)
New Bloke Join Date: Jul 2006 Posts: 3	Avaya Agent Historical reporting If an ACD agent is on a call the duration of that call is logged, but if the agent places the customer on hold and then returns to the customer the duration timer resets to zero, the call is logged as a shorter call lenth in the reports, is there any way aroud the problem? Tks C

July 10th, 2006, 01:32 PM	#3 (permalink)
New Bloke Join Date: Jul 2006 Posts: 3	Re: Avaya Agent Historical reporting Thanks C

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