Showing Correct Logon Time.

Document created by cdnadmin on Jan 25, 2014
Version 1Show Document
  • View in full screen mode
This document was generated from CDN thread

Created by: Sarah Barnes on 11-11-2013 08:30:08 AM
I am trying to create an Agent team report, based on the stock report, however the becuse the Agent belongs to 3 Skill groups the logged on time is showing as 1 hour and 30 minutes for the 30 minute period.

The customer I am creating the report for has their agents associated with anything between 10 - 25 skillgroups, therefore it is crucial I get the logged on time correct.

Does anyone have any ideas on how to show this as 30 minutes as opposed to 1 hour & 30 minutes?

Thnks for your help...

Subject: RE: Showing Correct Logon Time.
Replied by: Luis Yrigoyen on 13-11-2013 01:30:56 PM
is this a summary report? if so, the footer formula for the stock agent team report is set to SUM on loggedonTime.
also, I believe the Loggedontime field in the agent team is an aggregate field from the agent_Interval table...something like 
...LoggedonTime = sum(AHH.LoggedOnTime)... from ... Agent_Interval AHH ...etc.
I would start by converting it to non-aggregate and maybe you get the individual values.

what kind of report are you trying to get; a total logged on time report? in and out report?

Subject: RE: Showing Correct Logon Time.
Replied by: Sarah Barnes on 13-11-2013 01:55:38 PM
Hi Luis, 

I think I have sorted it within the Agent Team historical - as the agent is associated with 2 skill groups - the Logged on time is showing 1:30:00 however I have created the following and it seems to work. 

AVG(ISNULL(ASGHH.LoggedOnTime, 0)) AS AvgLoggedOnTime, 

I have yet to try it out in the customers environment, however if it works I will let you know! :-) 

Now I just need to see if I can create the right data for a Daily/Weekly/monthly report. 

As this is on 8.5(3) then unfortunately we do not have the ability to use the new feature in v 9.0.... 

Thanks for replying - much appreciated.