kutoykutoy
Technical User
Hi Guys,
Can you please help me define the ff.
DN Talk Time
Break Time
Waiting Time
Can you please help me define the ff.
DN Talk Time
Break Time
Waiting Time
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Reports Definition
- Thread starter kutoykutoy
- Start date
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If the agent uses the DN key for a call = DN Talk Time is the time spent in this active call state.
BreakTime
Description: Meridian 1/Succession 1000 switch only. The total time an agent is in the Break state for all skillsets. You can configure an agent’s call presentation class to place the agent in break state after each call.
Triggers: Break time begins when a call is released and ends when the timer
elapses.
Type: int
Length: 4
WaitingTime
Description: The total time an agent spends waiting for calls. On the DMS/MSL-100 switch, this includes time when the agent is active on a secondary DN and when the agent is reserved on the switch.
Triggers: Wait time begins when the agent goes into Idle state, for example, if:
the agent logs on and presses the Not Ready key
the agent releases a call, and the agent’s call presentation class is not configured for Break time or Variable Wrap
the agent’s break or variable wrap timer elapses after a call is released
the agent presses the Not Ready key a second time after entering Not Ready state
Type: int
Length: 4
no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.
BreakTime
Description: Meridian 1/Succession 1000 switch only. The total time an agent is in the Break state for all skillsets. You can configure an agent’s call presentation class to place the agent in break state after each call.
Triggers: Break time begins when a call is released and ends when the timer
elapses.
Type: int
Length: 4
WaitingTime
Description: The total time an agent spends waiting for calls. On the DMS/MSL-100 switch, this includes time when the agent is active on a secondary DN and when the agent is reserved on the switch.
Triggers: Wait time begins when the agent goes into Idle state, for example, if:
the agent logs on and presses the Not Ready key
the agent releases a call, and the agent’s call presentation class is not configured for Break time or Variable Wrap
the agent’s break or variable wrap timer elapses after a call is released
the agent presses the Not Ready key a second time after entering Not Ready state
Type: int
Length: 4
no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.
- Thread starter
- #3
kutoykutoy
Technical User
Another question with the waiting time.
Triggers: Wait time begins when the agent goes into Idle state, for example, if:
the agent logs on and presses the Not Ready key (isn't this the not ready time?)
NotReady Time
Description: The total time an agent spends in the Not Ready state. Not Ready Time includes post-call processing time an (on the Meridian 1/Succession 1000 switch) not ready time with reason codes.
Triggers: Not Ready time begins when the agent presses the Not Ready key and ends when the agent presses the Not Ready key again.
Triggers: Wait time begins when the agent goes into Idle state, for example, if:
the agent logs on and presses the Not Ready key (isn't this the not ready time?)
NotReady Time
Description: The total time an agent spends in the Not Ready state. Not Ready Time includes post-call processing time an (on the Meridian 1/Succession 1000 switch) not ready time with reason codes.
Triggers: Not Ready time begins when the agent presses the Not Ready key and ends when the agent presses the Not Ready key again.
If they actually engage the NOT READY button then, the timer is pegged to the NOT READY counters. If they are ready and available for a call, the time that they wait for that call to come in is pegged to WAIT TIME.
rlc
no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.
rlc
no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.
- Thread starter
- #5
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