Canvas - Agent.avg_dur

[dass2]

Hi,

I am pulling my hair out trying to work out why the field agent.avg_dur (this can be also agent.avg_dur_local)is showing different average and total inbound/outbound call volumes. The report is usually much lower figures than the real time canvas, can anyone shed any light on this? We are filtering the table by Group number...

 

[Moebius01]

As a rule, I tend to avoid the average fields in the RealTime system. Sometimes, they don't include things your report might, or vice versa.

What fields are you trying to work averages of? It might be better to get the raw data and create a calculation to give you the average.

 

[dass2]

Yeah thats a good idea I could try this and see if any difference. Im trying to work out averages of total and average talk times. CVP has already prebuilt formualas for this as you know but dont tally up...Ive called Aspect but as per usual they havent a clue