nonpause agent performance & team performance are different

[glen20web]

Hi Guys,

Can anyone explain to me why nonpause from team performance detail is different from agent performance detail?
We are trying to bill our clients based on agent hours. we also noticed that the team performance nonpause doesn't match the hour indicated at agent performance nonpause (much higher than team performance.

agent performance shows 531 hours

Code: Select all


+-----------------+----------+----------------------+----------------------+------------+----------+----------+  +----------+----------+
| USER NAME       | ID       | USER GROUP   | RECENT USER GRP | LOGIN TIME | NONPAUSE | PAUSE |                      LAGGED |    LOGIN |
+-----------------+----------+----------------------+----------------------+------------+----------+----------+  +----------+----------+
| CamelaA1        | 5001     | test         | test            |    8:13:20 |  8:06:24 |  0:06:56 |  |  0:06:08 |     0:00 |  0:00:48 |
| BebiA1          | 5003     | test         | test            |    8:08:14 |  7:41:43 |  0:26:31 |  |  0:05:59 |     0:00 |  0:20:32 |
| JowhiffA1       | 5004     | test         | test            |    8:10:11 |  8:04:05 |  0:06:06 |  |  0:04:32 |  0:00:00 |  0:01:34 |
| KevinB1         | 5008     | test         | test            |    8:10:57 |  8:09:13 |  0:01:44 |  |  0:01:12 |     0:00 |  0:00:32 |
| JonalouC1       | 5010     | test         | test            |    8:06:32 |  8:04:12 |  0:02:20 |  |  0:01:11 |     0:00 |  0:01:09 |
|other agents below etc....
+-----------------+----------+----------------------+----------------------+------------+----------+----------+  +----------+----------+
|  TOTALS                                         AGENTS:66   |   531:00:31| 525:10:14|   5:50:17|  |  3:37:47 |  0:03:18 |  2:09:12 |
+-----------------+----------+----------------------+----------------------+------------+----------+----------+  +----------+----------+


team performance shows 522 hours

Code: Select all

+------------------------------------------+------------+-------+-------+----------+---------------+---------------+-------------+
| Agent Name                          | Agent ID   | Calls | Leads | Contacts | Contact Ratio | Nonpause Time | System Time | Talk Time |
+------------------------------------------+------------+-------+-------+----------+---------------+---------------+-------------+
| CamelaA1                            |       5001 |   532 |   532 |      227 |        42.67% |       8:04:44 |     8:04:44 |   3:10:50 |
| BebiA1                              |       5003 |   761 |   761 |       74 |         9.72% |       7:41:01 |     7:41:01 |   2:11:51 |
| JowhiffA1                           |       5004 |   747 |   747 |       64 |         8.57% |       8:02:18 |     8:02:18 |   2:17:21 |
| KevinB1                             |       5008 |   556 |   556 |      118 |        21.22% |       8:07:03 |     8:07:03 |   2:52:18 |
| JonalouC1                           |       5010 |   551 |   551 |      124 |        22.50% |       8:02:50 |     8:02:50 |   3:04:32 |
|other agents below etc...
+------------------------------------------+------------+-------+-------+----------+---------------+---------------+-------------+
|                                     | TOTALS:    | 45453 | 45467 |     4681 |        10.30% |     522:08:41 |   522:08:41 | 165:02:21 |
+------------------------------------------+------------+-------+-------+----------+---------------+---------------+-------------+


There is a discrepancy between agent performance detail and team performance detail.
Which nonpause should we use for billable hours?

Thanks

[williamconley]

1) What criteria was used in generating these two reports? Did you select "All" for everything except the campaign?

2) 4.8Ghz? Did you overclock that R610's CPUs? Cuz that CPU is not 4.8Ghz, and you CPU Ghz is not "additive".

3) The Queries in many reports are available by adding DB=1 to the URL. However, some of them don't show the actual queries used to gather the data with DB=1, just all the stuff leading up to that moment.

Happy Hunting!

[glen20web]

1) What criteria was used in generating these two reports? Did you select "All" for everything except the campaign?

2) 4.8Ghz? Did you overclock that R610's CPUs? Cuz that CPU is not 4.8Ghz, and you CPU Ghz is not "additive".

3) The Queries in many reports are available by adding DB=1 to the URL. However, some of them don't show the actual queries used to gather the data with DB=1, just all the stuff leading up to that moment.

Happy Hunting!

Hi Williamconley,

Thank you for your response.

1. We select specific campaign and user group then the last one is "All"
2. We are using vmware Esxi, so Ghz went up according to server demand.
3. This one helps me answer my question. By checking the query, it helps me understand how it got its nonpause time.

So the answer was to base the billable hours through agent performance details.
Once again, thank you.