Article 10027: Discrepancies in ACD Call Start Times

TASKE Technology Knowledge Base
Products: TASKE Contact
      version 8
Applications: Reports
Telephone systems: All
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Question

Why is there a discrepancy in ACD call start times between Queue reports and Agent reports?

Answer

A Queue report will begin calculating the start of the ACD call from the time the call is delivered to the queue. An Agent report will calculate the time of the Call when the call is established on the an agent's extension.

For example, a call arrives in queue at 4:59:58 p.m. and is immediately delivered to an agent's extension. The agent's telephone rings for 10 seconds before being answered (established). If you ran a Queue report by 15 minute intervals it would credit the call in the 4:45 time frame (delivered at 4:59:58 p.m.) with a TTA ( Time to Answer) of 10 seconds. However, the Agent report credits the call in the 5:00 p.m. time frame (established at 5:00:08 p.m.).