The dialler reports available provide agent and dialler performance reports. However, when attempting to reconcile some statistics users may find some small discrepancies between the figures provided. This is because there are two sources for this data – telecom reports, which come from the dialler, and agent activity figures, which are affected by agent behaviour and actions.
Common discrepancies include:
1 – 2 seconds is lost off every Call Duration when compared to Agent Duration (outbound calls go through a queue/abandon/CPA/AMD process which can take up to two seconds on each connection. This is recorded as duration for the telecoms, but is "wait" for an agent).
Inbound call duration can be significantly higher than the corresponding agent talk time due to calls being held in a queue before being answered.
When transferring a call an agent will have two calls connected to them at the same time.
For predictive and progressive calls, the ring time for these calls is not included in the Talk Time as it is not part of the connected call time (the Wait and Wrap Times are only associated with an agent and nothing to do with the call, and so ring time is not included). For these call types the Ring Time is not reported in agent time recordings.
For preview and agent specific callbacks: the Ring Time for calls where the agent is on the line when the ringing is taking place, i.e. scheduled agent specific callbacks or where a queue is set in preview dialling mode, is included in the Wrap or Wait as this is part of the Agent Time.
If using conferencing facilities an agent can have any number of calls connected.
An agent can log into the dialler, but until a `ready` API command is received they stay in Hold status, which is not recorded anywhere.
Outbound transferred connections are logged against the originating agent, but the duration will considerably exceed the time the agent spent on the call.
General processing/propagation delays, and time stamp accuracy rounded to whole seconds, means general inaccuracies for the purposes of time recording.
For high level reporting purposes the dialler records time in individual call records so activity over short periods of time can be captured (for example, the daily reports that details activity hour by hour. The reports attempt to ensure "Wait" , "Call", "Wrap" and "Logout Code" all add up to the total agent time). However, partly due to the complications listed above, and when agents do not follow the correct processes, this total does not exactly equal to the actual elapsed time. Hence these reports are useful for providing an overview, but not for carrying out detailing analysis.
For more accurate time recording reports the login and logout actions are used to provide the total hours worked (for example, in the Agent Report). Once again, even this data can become inaccurate (with overlaps or gaps) if agents do not follow the correct processes,
