UCCE reporting Handled calls

[paul jurkowski]

Does anyone know the difference between the

HandledCallsTimeToHalf

and

HandledCallsTalkTimeToHalf?

I'm no reporting guru as a disclaimer but I understand enough of it. I was asked to assist in matching up Cisco to Avaya reporting requirements so I'm taking their general requests and matching up the Cisco data as best I can. From what I can tell, the HandledCallsTimeToHalf which is Handle Time usually matches the HandledCallsTalkTimeToHalf which is Handle Talk Time.

Just looking to see what the difference is between these two values.

Thanks

[aschroeder2]

Also if you are comparing to Avaya have you reviewed this doc

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting7_5/user/icm75rpg.pdf

[Gergely Szabo · Accepted solution]

Hi,

it's simple.

HandledCallsTalkTimeToHalf: only the TalkTime of the call (starting the moment the agent picked up until the call disconnected), for that half hour interval;

HandledCallsTimeToHalf: this includes the after call work time, aka wrapup time, too.

G.

[paul jurkowski]

Cool thanks, knew it was something along those lines.