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thank you captaingadget for your timely response. Can you clarify what you mean by a local agent adn what you mean by a mature call. We have a network consisting of a st.pete florida processing center and a southfield michigan processing center. thanks again

Can someone clarify further reserved calls. "Reserved is used on network skillset calls. The Symposium/CC6 system "reserves" an agent for the duration of time it takes for the Meridian/Succession to set the call up across the network." What does this mean?? Thanks.

thanks captain, any input into what "undefined" means?

this is when they are on a call so I do not believe the notready key would be an issue; do you know what it means when it says "reserved

On my real time agent display I am showing an "in call status" of undefined, what does that mean.

can someone explain walkaway time?

what does "the selected path is not shared.please select shared path". What exactly does "shared path" mean?

If an agent is presented with a call and puts it on hold, is this included in the skillset talk time? Is there any report where this hold time time shows up?

On the Application Performance Report, does the Max Delay Before Answer count ring time as well as time waiting in the queue? Do service level thresholds count ring time also? So if I have a service level threshold of 80% of calls in 20 seconds and call waits in queue for 15 seconds and rings...

I understand the formula (talk time plus not ready time )/logged time can someone give me some guidelines or insight for what is a good number or bad number, thanks

I am still confused; can you please clarify. If my service level goal is to answer 80% of the calls before 20 seconds then my service level threshold for the application is 20 seconds. Are you saying this will be the same criteria that will be applied to determine if agent is deliberating calls...

On the Agent Peformance report there is a column titled "short call answered". These signal from what I understand that the agent might have rushed the call. I also understand that there is a "short call threshold" where calls that hang up within this threshold are not counted as abandoned...

Can someone please explain what "reserved for call" means on the agent performance report.

what is going on when this happens?

can someone provide documentation that explains the difference "presented time in Q" versus "net already serviced time in Q" in the associated data column on the call by call database. Thanks.

Anybody know why the default skillset priority is 6? Why not 1?

Within the skillset, what would happen if there are different priorities? Would priority 1 mean that the call gets routed first?

Do you know what EVENT DATA on call by call that says REASON:NET ALREADY SERVICED TIME IN Q. thanks.

Can someone please tell what this means in layman's terms, it is showing up in my event data column in call by call database, thanks.

In the associated data column, what does a PRI: 6 mean? Thanks