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Monitoring, Agent management Avg. Processing is different from the Average time processing transaction in the historical reports

Question

Why is the Monitoring, Agent management Avg. Processing different from the Average time processing transaction in the historical reports?

Applies To

  • Contact Center
  • Monitoring
  • Historical reports

Answer

Although the Metrics have the same name they re calculated differently by the systems.

The Avg. Processing value on the Monitoring Page looks like to be the same as the column Average time processing + post processing in the historical report.

 

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