diffrence between acd and asd talktime

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Nov 4th, 2007
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I am comapring talktime in agent connection detail(acd) and agent state detail (asd) table.Bothe are not the same for certain interval of time.Always the talktime(talk state time) in asd is more than the one in acd for the same interval of time.

Is it like the talk time in ASD includes hold time, or this one included outbound talk time also.

(if we arelooking for outbound and internal talk time are these the right tables to look for)

Whay are the two talk times(ASD talktime,ACD talk time) diffrent for same interval of time.

Thank You,


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