| I am trying to determine the following:
why the total time staff doesn't match the
columns of activity? Also what could be other work states for the agent who doesn't have after call work or aux?
If I had a definition of what makes up Total Aux/Other, % In Serv Level, etc. it would be very helpful.
I have seen this in manual(s), but since everything is on-line and downloadable as a PDF I been unable to locate this information. |