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Minimum Time on Agent

Definition

The shortest time the selected agent, agent group, or contact center spent talking with a caller and/or having a caller on hold during the monitored period.

This statistic includes interactions derived from transfers.

Calculation

When an interaction changes to the Completed state, Ivanti Voice sums up the amount of time the interaction spent contiguously in the Delivered and Held states, and compares the sum with the current value of this statistic. If the sum is less than the current value, Ivanti Voice changes the value to the sum; if not, the value stays the same.


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