Did the nonpause time definition change?

[dspaan]

I just made an agent performance detail report of yesterday:




And this is the team performance detail report of the same day:



How can the nonpause time have a differnt definition in two reports? It should be one definition through the whole system. What is the difference between the two time columns in the team performance report?

[williamconley]

Because those two reports are looking at different values that may look at time spent with clients vs time logged in to a campaign. Did you read the "notes" at the top of each report to see what they measure?

[dspaan]

The description of the agent performance detail report says only this: Statistics related to handling of calls only

My questions are still valid:
-How can the nonpause time have a differnt definition in two reports? It should be one definition through the whole system. What is the difference between the two time columns in the team performance report?
-The nonpause time in the agent performance report is too low, it's simply incorrect.
-How can the login time be less then the TIME value
-Why are the nonpause time and the system almost the same, what's the difference in the team performance report. Maybe hover-over info balloon on the report headers would help

[chasejordan1]

I noticed that 2 when I upgraded, now I have to do the math myself. I pay my people based on non-pause time, that way the agent needs to try and be quick and efficient with dispositioning calls and so forth, but I find agents will still and try to work in the minutes etc.

[dspaan]

Yes, we used that time too for paying agents. I can't imagine this change was intentional. Hope Matt reads this.