CMS custom reports - Definition of "Talk time" and "ACD time"

[HBcity]

Can someone refer me to a online document explaining what each of the column in a CMS report represent.

ATT sec., Average ACW time, Average handle time AHT sec., Total talk time, Total ACW time

 

[HBcity]

This is what I found so far..

Talk Time
The time an agent spends talking on a
call. This does not include the time the
caller is on hold.

ACD time
The total time the agent spent on split/
skill ACD calls for this split/skill during
the period.

 

[HBcity]

If I understand this correctly, ACD time includes any hold time, whether Talk Time does not.

 

[Stinney]

http://downloads.avaya.com/css/P8/documents/100069437

- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"