Author Topic: estadistics got wrong  (Read 2738 times)

emel_punk

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estadistics got wrong
« on: August 19, 2009, 19:04:11 »
Hello

Some client ask me about  why when he needs to see distrbution  of the calls per day and per agents, in the section

Agent availability (for all the queues they are member of)
Level    Agent                     Time            On pause    Billable        Non bill.         ...
Main      Milena Flechas      3:33:17        51:54               51:54           0:00                       14.2%     
Main    Paola Lopez              2:24:53      28:43              28:43          0:00                      9.7%    


and the problem is that  BILIABLE must be the TIME minus ON PAUSE but   actually BILLIABLE  it is the same as On PAUSE...


how can i fix that?? ???

QueueMetrics

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Re: estadistics got wrong
« Reply #1 on: August 20, 2009, 09:36:00 »
You need to set the pause codes, and make them either billable or non-billable.