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Excellent. Thanks so much.

Can anyone define this field of the Application Display? I am unsure if these are calls disconnected by the system, or disconnected because of long wait times. I could be wrong on both guesses here... Thanks!

I am using Nortel Symposium Call Center Server. Agent Performance report. I use an ODBC link to the symposium database to create customized reports in Access. I have been using Calls Presented and Calls Answered tied in with Skillset Talk time to gauge performance, however, I found that if I...

Is it accurate that calls counted as ACD Calls Answered in an agent by skillset report are also counted in the calls Answered field in the agent performance report? I can't seem to mesh the numbers, but if I add the ACD calls in as a total, the number seems very high.

I thought so. Thanks so much!

I apologize. I was not very clear in my question. I have created an incentive based on average time logged in per month. I am using an ODBC link to symposium to create the report. What I need to know is how symposium captures time data. In seconds, minutes, etc. I will have to convert it as an...

Agent Performance.

Can anyone tell me how time is captured in Historical Reporting? If I am running a monthly report for Log In time and Not Ready time, how is it captured by the system?