Timesheet questions

[caspar]

When viewing agent's timesheets, the agent's time is divided into the following sections:

TALK TIME
PAUSE TIME
WAIT TIME
WRAPUP TIME

In adaptive dialing mode, these times are obvious but in manual dialing mode I assume:

PAUSE TIME = time agents does nothing (time he/she waits before pressing the DIAL NEXT NUMBER button)
WAIT TIME = what will this be? Some agents are only using manual dial campaigns but have spent plenty of time on WAIT TIME

[mflorell]

This all depends on how your campaign is set up and whether the agents are using things like HotKeys/Alt-phone-dialing/Preview-lead or not.

[caspar]

What do you mean?

[mflorell]

Each of those features causes the time to be calculated slightly differently, are you using any of those features?

[caspar]

Yes, we use Alt-phone-dialing and Preview-lead. How is this calculated differently?

[mflorell]

With Alt-phone dialing, the time between calls can be added as PAUSE time or WAIT time, and the time after clicking to start dialing is considered TALK time(even if the customer if not on the line or has not answered).

Have you done any tests on dummy leads to see what the times show up as with the way that your agents use these features?