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Old December 13th, 2006   #1 (permalink)
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Cool Does Talk Time include Hold Time?
Hello,

While performing time utilization research, I was wondering if anyone knew if the Skillset Talk Time includes Hold Time?

I printed our Config- Formula Properties though the Talk Time formula was not included.

This detail would be great to know for future time utilization research.


Thank you,
-cmick
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Old December 14th, 2006   #2 (permalink)
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Yes, all talk time reported by SCCS includes hold time.
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Old December 14th, 2006   #3 (permalink)
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Thank you Mellee!

Your confirmation saved me a headache of re-calc'ing our Talk Time measurement to account for Hold Time....phew!

Thanks again.
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