Confused between wait_sec and talk_sec

[rey_philip]

Hi,

Im confused between wait_sec and talk_sec. Here's the scenario.
If the phone is ringing already, what is incrementing the talk_sec or wait_sec? When does wait_sec increments?

My idea as of now is that, if the phone is ringing, it is wait_sec cause the agent is waiting for the customer to answer the call. And when the customer answers the phone, there it will be a talk_sec, I mean talk_sec will increment. Am I right or wrong?

By the way we are using manual dialing.

Good day.

Rey

[mflorell]

I assume you are referring to Manual Dial mode. In this case there is not a wait time, ring time is considered talk time since you cannot determin talk time with the way Manual Dial works.

[rey_philip]

I see. Thanks Matt.

[rey_philip]

By the way Matt, if there is no wait time what are those data found on my wait_sec? Cause if there is no wait time, the wait_sec should be 0 right?

[mflorell]

That is possible if there are calls in queue for the wait_sec to be 0.