One of our custom calculations causes negative values periodically, which is fine and I know why this happens, however I'm trying to figure out how CMS can make these values = 0 when it is negative. This is the calculation they are using:
sum(ACWTIME) - (sum(ACDCALLS) * 2)
The reason we do this is because IC 5.6 places the agent in ACW after each call for a very short period of time (around 2 seconds).
Is there something we could do different in the calculation or 'where' statement that would make negative values equal 0?
sum(ACWTIME) - (sum(ACDCALLS) * 2)
The reason we do this is because IC 5.6 places the agent in ACW after each call for a very short period of time (around 2 seconds).
Is there something we could do different in the calculation or 'where' statement that would make negative values equal 0?