caper11752
IS-IT--Management
Hey folks,
I've read the definitions for i_acdtime and acdtime but I'm still a little confused in regards to how they are different. Specifically when looking at the agent tables.
ACDTIME
The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME but does not include HOLDTIME.
This is a cumulative item.
I_ACDTIME
The length of time during the collection interval that the agent was talking on ACD calls for this SPLIT.
I_ACDTIME includes time on O_ACDCALLS. I_ACDTIME does not include HOLDTIME.
This is a cumulative item.
According to the definitions you would think that acdtime should always be greater than i_acdtime since acdtime is for all acdcalls, not just those in particular skill. But that's not always the case as I'm learning.
Can someone shed some light on why I have an agent with greater i_acdtime than acdtime?
I've read the definitions for i_acdtime and acdtime but I'm still a little confused in regards to how they are different. Specifically when looking at the agent tables.
ACDTIME
The talk time of all ACDCALLS. ACDTIME includes O_ACDTIME but does not include HOLDTIME.
This is a cumulative item.
I_ACDTIME
The length of time during the collection interval that the agent was talking on ACD calls for this SPLIT.
I_ACDTIME includes time on O_ACDCALLS. I_ACDTIME does not include HOLDTIME.
This is a cumulative item.
According to the definitions you would think that acdtime should always be greater than i_acdtime since acdtime is for all acdcalls, not just those in particular skill. But that's not always the case as I'm learning.
Can someone shed some light on why I have an agent with greater i_acdtime than acdtime?