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CMS interval reports are reporting more time than allowed

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NewbieCarol

Technical User
Sep 11, 2002
239
US
We currently have CMS R15. Our interval times are set at 30 minutes. How is it possible that data for any given interval can be more than 30 minutes? Say from 9:30 to 10:00. Sometimes it will show 34 minutes or other times over 30.
 

A call that started in a previous interval is recorded in the interval it is completed in.

For example: call started at 9:20am and ended at 9:54am

- Stinney

Quoting only proves you know how to cut and paste.
 
That makes sense but how does this apply to the Agent Aux Reports?
 

If an agent shows up with aux time of 34 minutes in 1/2hr report, same applies. Agent went into AUX in previous interval and came out of aux in current.

Same example: Agent goes into AUX at 9:20 and comes out of aux at 9:54.

- Stinney

Quoting only proves you know how to cut and paste.
 
Ok, let me look at this. I so appreciate you helping me out. The people like you on this website are awesome. Thank you!
 
Carol, call Avaya. This happened to me as well. Here is the information.

The issue with the new LINUX version installed on CM 5.2. Avaya has not determined a course of action at this time.
 

Thanks for setting it right ProjectManager09.

Guess my newborn daughter is causing more lack of sleep than I thought. [sleeping2] Thinking I need more coffee at work. [morning]

But don't give up on the forum based on one lack of sleep answer. I love it too and have found tons of great information, as well as contributed some right answers.

- Stinney

Quoting only proves you know how to cut and paste.
 
Well, we do have CM 5.2. Seems like cutting it off at the interval that the system is set at is part of the foundation of a reporting system. Somebody didn't think this through. Thanks for all your help! I love this website and would never give up on using it.

Congrats on the new baby Stinney!

Carol
 
The problem related with see more than 30 minutes on AUX time or Staffed time is fixed installing the patch 02.0.947.3-17684 on CM5.2 Aura
 
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