Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Community Member

CAD agent reporting

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.

1 REPLY

Re: CAD agent reporting

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.

david

189
Views
0
Helpful
1
Replies
CreatePlease to create content