I've been reading the IC Reporting Data Dictionary and when comparing some items I wasn't able to clearly state the difference between them.
match with tTalkAcd
? In my testings it's close but doesn't match entirely.
Same happens when I compare tACW
, its close but doesn't match.
My problem is that tTalkAcd and tACW itens don't sum up with tAgentLoggedin
I'm doing a skill group report for a client with basic info such as: TalkTime, Hold, ACW, Available, Auxiliary states such as Break, Personal, Meeting, Training,
Summing up those times is supposed to match tAgentLoggedin
time, but that's not true based on the example above, so I just want to understand which items should I use in my report.:confused: