acdtime vs i_acdtime

[caper11752]

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?

 

[caper11752]

Perhaps a better way to ask this question is how can I reconcile the difference between i_acdtime and acdtime? CMS uses acdtime when calculating Avg ACD Time, but i_acdtime is part of i_stafftime which is really confusing.

 

[caper11752]

Also, I'm noticing that most of my dagent records have values in the incomplete field. Any ideas what this means?