Why do not the values of Talk Time—Avg and Talk Time—Max fields in the Agent Summary Report match the values of Talk Time field in the Agent State Summary by Agent Report or the Agent State Summary by Interval Report?
The talk time information in the Agent Summary Report comes from the talkTime field in the AgentConnectionDetail table. This value is the time that an agent spent on an incoming ACD call. The talk time information in the Agent State Summary by Agent Report or the Agent State Summary by Interval Report comes from AgentStateDetail table. These values show the time that an agent spent in the Talk state. These values will be different if the agent placed ACD calls on hold during the reporting period.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...