CMS question

[robonix]

Dear All

Can some one throw some light on the Total-ACD-time calculation formula as can be seen in a skill wise summary daily report..

If an agent takes 50 ACD calls and if the average ACD-time per call is 180 seconds then how will be the Total-ACD-time calculated.

Thnx in advance...

Robonix.

 

[Tolson]

Hi Robonix,

For total acdtime the calculation would be sum(ACDTIME). the average acd time shown on the report is acdtime / acdcalls

The average is a calculation vs the total is just that a sum of all seconds used for acdtime.

Hope that this helps

 

[TykeUK]

if an agent takes 50 calls and their average acd time is 180 seconds then the total acd time will be.. 9000 seconds, or 2hrs 30mins

eg 50(ACD Calls) x 180 (Average ACD time) = 9000