BUSY TIME/MANNED TIME

[mhodges]

Can you all please help me with an easy one here. I am getting much better dont you think. OK on the ACD report
You have a column for Busy Time and a column for Manned Time. I believe Manned time is when they have logged in. What is BUSY TIME? I am thinking it is the number of seconds that they are in "not ready", but I may be incorrect. Please let me know your definition. Thank You, Mary

 

[GHTROUT]

Same answer as last time

thread798-1502559




~~~
[small]GHTROUT.com | Get the Input/Output Manuals | Tek-Tips FAQs | Recent Replies[/small]

 

[mhodges]

OK OK Mr. GTROUT - I read your description for Busy which said that "Average amount of time agents spent doing something other than waiting for an ACD call"

Can you please explain.

1. Is the agent in "Not Ready" or MSB?
2. Could the agent already be on a call?
3. What is "other than waiting on an ACD call?

What are my other choices?

I took this time and divided it by the manned time to get the % of time NOT taking calls. Is this right? I yi yi.

 

[mhodges]

I need to know what is the definition of an ACD call. There are every other definition. What is the difference between an ACD call & an accepted call?