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I have discovered that one agent had not logged off the day before, so the results of the report were not correct. Now the sum of iAgentPerformanceStat.LoggedInTime in each interval is equal to the iSkillsetStat.TotalStaffedTime and to the time measured by the eAgentLoginStat.EventType...

Really interesting, infact we have two agents assigned with two skillsets. The strange thing is that the query on iSkillsetStat searches for the TotalStaffedTime for a certain Skillset, not for all. Moreover, no multiskill agent were logged in that interval. The query is: "SELECT...

To SashaChris: yes, I'm pretty sure that I considered all the agents. Just another thing: the iSkillsetStat.ActiveTime is always equal to 900. Have we to add this time? The strange thing is that in certain cases the iSkillsetStat.TotalStaffedTime is correct! I don't understand why. To Lenana...

ooooops, I'm sorry!!! I have forgotten the Subject. Forgive me

Hello, I'm trying to build up a report about the mean number of agent logged during the workday per interval of an hour. I've found that the total login time measured by the eAgentLoginStat in a period of 15 minutes is 3203 sec while it is equal to 4103 seconds on the...

You are right but I also have problems with this simple query: "SELECT Timestamp, CallsAbandonedAftThreshold, Application FROM blue.dbo.iApplicationStat iApplicationStat WHERE (Application='App') AND {fn DAYOFMONTH(Timestamp)} = 10 AND {fn MONTH(Timestamp)}= 11 AND {fn HOUR(Timestamp)}>=8...

Hi everybody, I have experimented this strange thing: when executing a query on the iApplicationStat table the results appear after two or three minutes while on the other tables it takes a few seconds. Has anybody experimented it? I work with SCCS v. 4.01.07 Thank you

Thank you scubaboy. Now the last question (I hope). Is it possible to set up two different threshold level for the same application? I would like to setup a threshold to 15 seconds for the abandoned calls and to 20 seconds for the answered calls. From the documentation it seems that it is...

Thanks 3dthies. The last sentence in your answer suggests me that calls are classified abandoned after threshold, for example, in the moment in which they are submitted to the database and not during report's execution. So it is necessary to change the threshold BEFORE collecting data not before...

Hi everybody, I'm a newby. My task is to create a report that shows me the number of calls abandoned after the threshold I set up. In order to do this, I used the CallsAbandonedAfterThreshold column of the iApplicationStat view. I tried to change the threshold from the Application Threshold...