Article 10074: Understanding How Agent and Agent Group Reports Handle Outbound Call Times that Overlap ACD or Non-ACD Call Times

TASKE Technology Knowledge Base
Products: TASKE Contact
      version 8.5
Applications: Reports
Telephone systems: All
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Summary

Agent and Agent Group reports include ACD, non-ACD, and outbound call times. However, what happens in these reports when an agent handling an ACD or non-ACD call puts the call on hold and proceeds to make an outbound call to another agent for assistance? If both calls are allowed to increment the call time, the agent's shift time will not match the accumulated time-in-state totals for the day. To prevent this, the ACD or non-ACD call takes precedence and increments the time for both calls.

Issue

An Agent report displays an outbound call with a duration of 0:00:00 seconds.

Reason

At the time the agent placed the outbound call, the agent had an ACD or non-ACD call already in progress. The ACD or non-ACD call assumed precedence over the outbound call and incremented the time, resulting in an outbound call with a duration of 0:00:00 seconds.

Agent and Agent Group reports do not increment the time for both calls because, at the end of the day, the agent's logged in shift time must match the accumulated time the agent spent in each state (ACD, non-ACD, outbound, idle, do-not-disturb, or work time). If the reports incremented the time for both calls, the agent's shift time would amount to less time than the accumulated time the agent spent in the various states throughout the day.

Solution

To view the duration of the outbound call, run an extension report on the agent's extension. This report provides the duration of the outbound call as well as the duration of the ACD or non-ACD call, including the on-hold duration.