outtime Vs Intime

[ltworf]

What is the correct metrics for calculation AVG out time and Avg In time? My dept. wishes to separate the two. I've been trying to find the calculations and definitions for days now.

[n_meghanath]

When you say ""out time"" do you mean the amount of time when the agent is out of their seat? Not sure if you are talking about in chair occupancy, utilization etc. be a little more precise about in time and out time.

Originally Posted by ltworf

What is the correct metrics for calculation AVG out time and Avg In time? My dept. wishes to separate the two. I've been trying to find the calculations and definitions for days now.

[anunme]

Can someone help me with Agent wise AHT calculation for designer query in CMS for Group daily summary report ?

[WFM_SS]

Unless out vs in means "inbound call" vs. "outbound call". If that's the case, you will need two separate data feeds...

What equip do you use (software, hardware)?

Originally Posted by n_meghanath

When you say ""out time"" do you mean the amount of time when the agent is out of their seat? Not sure if you are talking about in chair occupancy, utilization etc. be a little more precise about in time and out time.