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In The BI Agent Transactions Report What Is Total work time
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In The BI Agent Transactions Report What Is Total work time

Question

In the Virtual Contact Center Business Intelligence report, under the category Agent Transactions what is the measure 'Total Work Time'.

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Applies To

Virtual Contact Center Business Intelligence reports.

Answer

The 'Total Work Time' is 'Total Processing Time' plus 'Total Post Processing Time'.

'Total Processing Time' is the aggregate amount of time from when the agent's transactions were "created" to the time they were "completed" and the agent status changes to Post Processing.

Additional Information

This web help page glossary contains the definitions of the  8x8 Analytics reports Measures and Dimensions.

Note: Although the glossary is not for the Business Intelligence report Measures and Dimensions, it contains definitions that match the BI report Measures and Dimensions.
 

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