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Total Working Time

Definition

The aggregate time the selected agent, agent group, or contact center was available to take calls or was working on calls during the monitored period.

Working on calls includes taking calls, transferring calls, and working on after-call work.

Calculation

Ivanti Voice tracks each interval starting with an agent changing from the Not Ready state to any state other than the Logged Out state, and ending with the agent changing to the Not Ready or Logged Out states. Ivanti Voice sums up the durations of these intervals for each agent.