CAD agent reporting

Unanswered Question
Aug 28th, 2009

Hi Techie,

I am using CAD 6.0.

How total talking time is calculated in Agent Details report in CAD and fields in ICM database it is related.

I have this problem too.
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david.macias Sat, 08/29/2009 - 04:45

I'm assuming you're using WebView, if that's the case, run the report and hit help to find out details about the different metrics on that report. As for how talk time is generally measured, most of the time it's just the amount of time your agent has been talking on an inbound call, however some metrics include hold time too, e.g. average talk time.



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