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Since you have one shift start defined in IA, it's a 24 hour period starting at 00:00. Previous shift would be the last complete shift from 00:00 - 23:59:59
You can define multiple shift starts if you want to subdivide these.
From the help:
This list of times determines the beginning time and duration of each shift for this user or the members of the current workgroup. These times are used to define (relative to the current time) the "current shift" and the "previous shift" on the Queues page in Interaction Supervisor. The default statistic shift is a 24 hour shift starting at midnight (0:00), meaning the statistics are relative to one day (or 24 hours).
Use the Add and Delete buttons to add or remove shift times. To change a shift time, first delete it and then add a new time to replace it.
As a general note, when you see something you want more details on in ICBM or IA, press F1 for the help. The help guide is actually pretty solid.
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