Extn in Time

[callreview]

Hello,

I/m running a Agent Group Attendance report and i'm running at some difficulties about the definition.

I would like to know what the difference is between ACD time and Extn in Time.

The Manuel says:

total time that the agents in the
group spent talking on inbound
extension calls for the specified time
period.

So whats the difference between Inboud extensions en normal ACD calls.


Sorry for the bad English...

Greetz.

 

[nohuhu]

callreview,

there are two objects with extension numbers related to agent operation: a physical station extension (i.e. extension of the phone an agent is working on) and agent login-id's own extension. you can call either extension and agent will receive a call. now, when a call is placed to a split/skill that agent is assigned to, this call is considered an acd call. when a call is placed on a physical station extension, it is considered extension in call.
is it clear now?

 

[callreview]

Hello dwalin,

Thanks its 100% clear now....