Hi.
I'm trying to design a real-time report with detailed aux states.
The point is to see that which agent has been in which aux state (all in different columns) for how long for the current session.
The problem is that CMS only gives me the TI_AUXTIME(0-9) item which is a cumulative item. It shows the agent with all the possible aux states like I would but the counter never resets after changing states - after going back to the original state it starts to add the new time to the old so basically it works like an integrated report.
Does anybody know a way to show the aux (and possibly acw) states only for the current session?
Thanks for any replies.
I'm trying to design a real-time report with detailed aux states.
The point is to see that which agent has been in which aux state (all in different columns) for how long for the current session.
The problem is that CMS only gives me the TI_AUXTIME(0-9) item which is a cumulative item. It shows the agent with all the possible aux states like I would but the counter never resets after changing states - after going back to the original state it starts to add the new time to the old so basically it works like an integrated report.
Does anybody know a way to show the aux (and possibly acw) states only for the current session?
Thanks for any replies.
