Time in Reporting

[KristenP]

Can anyone tell me how time is captured in Historical Reporting? If I am running a monthly report for Log In time and Not Ready time, how is it captured by the system?

 

[picklemogg]

Are you looking at agent performance report showing total logged in time or agent login/logout report showing time when agent logged in?

 

[KristenP]

Agent Performance.

 

[picklemogg]

Not sure if I understand the question correctly, but a monthly agent performance report would reflect total logged in time and total not ready time for the last month. There is probably more to your question?

 

[KristenP]

I apologize. I was not very clear in my question. I have created an incentive based on average time logged in per month. I am using an ODBC link to symposium to create the report. What I need to know is how symposium captures time data. In seconds, minutes, etc. I will have to convert it as an average to hours/minutes per day.

 

[lretrievers]

Time is captured in seconds, in most cases.

 

[KristenP]

I thought so. Thanks so much!