Total Aux & Avg Staff Fields in BCMS

[emach]

I'm running a Split/Skill Daily Report in BCMS and I'm wondering why my numbers seem wrong in these 2 fields. I have 4 people in the call center and I am seeing
Total Aux running up to 400:00 a day and Avg Staff showing only 1.3.

Can someone explain to me how these numbers are calculated? Thanks in advance for the help.

James

 

[netcon1]

400 minutes a day for all staffed agent in that split who pressed and stayed in aux-work for the 24 hour day.

ALso 1.3 average staffed is the amount of time the agents were staffed in the interval. They could of logged in half way through the interval or logged out sometime throughout the interval. That creates the .3 you are seeing.

The Definity Administration documents have a section on BCMS reports under Call center tabs. If you download the Definity Admin manuals from the support.avaya.com web page, you will see this tab in the R8 and above administration guides.

Netcon1

P.S. never try to add up different columns to get a total on other reports. As you will see in the manual, they sometime do not add up due the formulas AVAYA uses to calculate each report. (Just a complaint I hear from time to time)

 

[emach]

Thanks Netcon1. I'll look up the Admin manual.
-James