CMS Reporting Question

[Analyst]

Good Afternoon,

My question is regarding CMS Reporting. In a Split/Skill Summary report, is the AVG EXTN OUT TIME included in the AVG ACW TIME?

We are currently having a debate on how to properly report our overall CHT. Some of us believe that it is simply AVG ACD TIME plus AVG ACW TIME and others feel that AVG EXTN OUT TIME needs to be added in as well.

Any input would be greatly appreciated.

Thanks,

[zoinks]

According to Avaya:
Description

The average time the agents spent in after call work for ACD calls to this ACD. This average time includes O_ACWTIME if you have OCM.

Database Item, Calculation, or Database Item, Calculation, or

sum(ACWTIME)/sum(ACDCALL S)

If you allow agents to make outbound calls for personal reasons, then I don't think you want to include AVG EXT. If not, and only ext calls for business reasons (transfer, conference, cust followup, etc) then it may make sense. Depends on how you track productivity whether you include it or not.