Nortel Call Center Set Up And Operation Manual page 255

If the report period is long (more than an hour) or there are many agents included in
the report this report could be very long.
If the Agent is a multi-Skillset Agent, all of their activities will be included for all Skillsets into
which they are signed for the duration of the report.
Note: Certain time frames can overlap. For example, an Agent with a call on hold who is
making an outgoing call will accrue incoming and outgoing durations simultaneously.
Furthermore, an Agent may log out while on an incoming call. They can, therefore,
accrue incoming time beyond their logged in session.
You CANNOT add up the times in this report and expect them to match the
!
total logged-in time for the Agent.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide
Reports Explained 241