Efficiency %

[kathleen75]

We are trying to customize an efficiency % within CentreVu Supervisor. This is a bit different than the Occupancy rate as it calculates fields that are somewhat within the agents control.
The calculation would be Total ACD time + Total Ring Time + Total Available Time + Total Hold Time divided by the total staff time.
This will work for what we want. However, as we customize the calculation we are having a few problems. Can anyone tell me the difference between I_ACDTIME and Total_I_ACDTIME. THe current calculation is using the I_ACDTIME and I have a feeling it is pulling the information from interval data rather than totalling it. Can anyone tell me where it would pull I_ACDTIME information and exactly what it is representing? Also, is anyone else using something like this?

Thanks
Kathleen