Average Wrap Calculation not always reading correctly

Document created by cdnadmin on Jan 25, 2014
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Created by: Sarah Barnes on 21-01-2013 06:27:31 AM
I have created an Average Wrap calculation within the SQL  AvgWrapAHT = ISNULL(AgentSkillGroup.WrapTime / AgentSkillGroup.CallsHandled, 0),
I have also created Average Hold & Average Hanlded Talk Time based on the same type of calculation.
in 90% of the agents, these 3 calculations added together equate to the AHT cisco calcultaion
AHT = ISNULL(AgentSkillGroup.HandledCallsTime / AgentSkillGroup.CallsHandled, 0),
 
Does anyone have any idea why 10% of the agents are shoing different?
 
Once again all help gratefully received.
 
Cheers Sarah
 

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