Hello everyone,
My historical report data is not quite right. When a single "not ready" event takes place and expands past the 15 minute interval, the first interval will show the correct total within that interval, but the second interval will include the time from the first PLUS the time in the second.
So if an agent went into "Not Ready" 2 minutes before the interval and then ready 1 minute into the next interval, the first interval will have a total of 2 minutes "not ready" and the second will have a total of 3 minutes "not ready" instead of 1 minute not ready.
This has the effect of increasing the Agent Not Ready totals used for performance reviews and incentives.
I'm pretty sure this is a simple change, I just can't find it. Anyone????
_______________________________________________________________
If you did not take enough time to get it right the first time...
What makes you think that you have time to fix it?
My historical report data is not quite right. When a single "not ready" event takes place and expands past the 15 minute interval, the first interval will show the correct total within that interval, but the second interval will include the time from the first PLUS the time in the second.
So if an agent went into "Not Ready" 2 minutes before the interval and then ready 1 minute into the next interval, the first interval will have a total of 2 minutes "not ready" and the second will have a total of 3 minutes "not ready" instead of 1 minute not ready.
This has the effect of increasing the Agent Not Ready totals used for performance reviews and incentives.
I'm pretty sure this is a simple change, I just can't find it. Anyone????
_______________________________________________________________
If you did not take enough time to get it right the first time...
What makes you think that you have time to fix it?
