Log in time breakdown

[aperez54]

I am attempting to get a near 100% breakdown of time an agent spends logged in. My goal is to break it down by percentage as follows:

Log in time = Skillset Talk Time + Not Ready Time + DN Talk Time + Waiting Time etc.

I am pretty close to balancing these times into the Log In Time, but there are some agents who have greater than 1 hour variance plus or minus. I understand there is an overlap in some states, but would appreciate any help if anyone can give me a tip on being able to isolate the overlapping times.

Am I missing any states or times that should be added in? Or taken away? I know that in some cases, the Skillset talk time overlaps with the DN talk time if the agent has both calls going.

Thanks in advance!

 

[Milesprower]

There are some good sections in the Historical Reports and Data Dictionary that you should look at. Specifically, under the Frequently Asked Questions, Pegging Examples, and Agent State Tracking.

 

[aperez54]

Thanks Miles - my data dictionary is covered in post it notes

I was hoping there was some 'secret' way to extract the overlapping times without having to custom write a script to read the call by call.

 

[Milesprower]

I'm not aware of any secret shortcuts here. Let's see if anyone else can assist.