CMS interval reports are reporting more time than allowed

[NewbieCarol]

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.

 

[Stinney]

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.

 

[NewbieCarol]

That makes sense but how does this apply to the Agent Aux Reports?

 

[Stinney]

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.

 

[NewbieCarol]

Ok, let me look at this. I so appreciate you helping me out. The people like you on this website are awesome. Thank you!

 

[ProjectManager09]

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.

 

[Stinney]

Thanks for setting it right ProjectManager09.

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

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.

 

[NewbieCarol]

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

 

[voipkiller]

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