staff time and logged in time

[reynald]

i'm kinda new to forums but what exactly is/are the differences between logged in time and staffed time in symposium? I'd appreciate any help for me to get a grip on their definitions. thanks in advance.

 

[brownlg]

i'll use the 'teach a man to fish' approach first and tell you that the historical reporting and data dictionary found in the meridian electronic reference library (MERL) or on the SCCS docs disc is a good resource for answering this type of question.

Now to answer your question...(taken verbatim from the data dictionary)

TotalStaffedTime

Description: The total time an agent was logged in and assigned to this skillset.

Triggers: Staffed time begins when the agent logs in (if the agent is assigned to a skillset), or after the agent is assigned to the skillset with a priority of 1 or
more, either from the Skillset – User Properties property page or with an agent to skillset assignment. Staffed time ends when the agent logs out, is removed from the skillset, or is put on standby for the skillset.

Type: int
Length: 4


LoggedInTime

Description: The total time an agent is in the Login state.
Triggers: Login time begins after the agent enters a login ID and (if required) a login password, and the server determines that the agent is valid. Login time ends when the agent logs out.

Type: int
Length: 4

Les Brown
Kelly Services, Inc.