TheCardMan
IS-IT--Management
Average Skillset Talk Time = Does this include Hold Time?
What is: Break Time, Ring Time, Wait Time, and are these factored into the Average Talk Time? Where is Hold Time?
Over all what I am trying to figure out is the definition of all the columns in the Agent Performance report. When I look in the Data Dictionary it just tells me the formular for "break time" is "break time", where do i find what the meaning of break time is?