Need help with understading a report on IPCC reports
ok here goes.
I run the agenet summary report for my queue or individual agent and i get the following info.
max Handle time - 5:31:22
max talk time - 5:08:58
max Work Time - 00:7:31
max Idle time - 1:00:35
What does idle time consist of? I know that talk, work, hold, and idle equals handle time but i cannot figure out what idle time means.
Now I also run this report Agent State Summary report and I get some different results.
Not Ready Time - 1:56:43
Ready Time - 1:22:51
reserved Time - 00:11:09
talk Time - 5:16:58
Work Time - 00:15:03
Total login - 9:02:04
I know that NRT, Ready, reserved, Talk and work = total logged in time. Also Total talk time should be the same as max handle time but it is of by 15 +/- mins. I also thought the Max Idle item would equal Not Ready Time but the times do not match.
I really would like to know what the Max idle time consist of. if someone has an insight on how these two reports are calculated please let me know.
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