Seeking opinion from experienced Avaya professionals. If adding I_ACWOUTIME to ACWTIME, would I be double-counting the call-associated portion of I_ACWOUTIME? I believe it would double-count, since the definition for I_ACWOUTIME is "...The ACW can be associated with a split/skill ACD call or not associated with a call..." I don't see any way of counting just the associated portion of I_ACWOUTIME. If anyone has an accurate method for counting that, then please share.
I'm afraid you are correct. ACWTIME is after call purely for ACD calls and is event based. I_ACWTIME is all ACW time and is interval based. The ACW in and out time is based on the overall time and cannot be broken down to per ACD call level. I have used two options to get around this.
1. Use Avaya IQ. However this is end of sale. Oceanalytics for Elite, its replacement, uses the same data model.
2. Use agent trace data to extract agent process and remove the ACW portions. This is by no means straighforward.
I have users with similar questions, who want to see the total amount of ACW Time that is not associated with ACD calls. It appears that (sum(I_ACWTIME)-sum(ACWTIME)) is giving me the correct answer to that question. Hopefully that helps.
You have to remember to use the "sum" function in most call center environments when the agents have multiple skills assigned.
You are correct about the sum but you must remember that i_acwtime is interval based so you ideally need to do the sum daily assuming you do not work over the midnight boundary. Otherwise if you have a call that spans intervals the acwtime will be counted in the second interval and i_acwtime split across two.
Thanks for your reply.
The Avaya CMS DB Items and Calcs manual for acwtime vs i_acwtime reads differently than your interpretation. The way I'm reading it is that it doesn't behave like acdtime vs i_acdtime. acwtime measures ACW that is associated with an ACD call only, and has nothing to do with when it gets counted. acwtime is the call associated subset of i_acwtime. I'm lamenting the the fact that Avaya didn't do for acwouttime what it has done for auxouttime, where it has defined a call associated subset as i_acdaux_outtime.
While it's likely your suggestions would provide the solution, the ROI couldn't allow it. My solution was to advise the agents to place outbound calls in ACW immediately following and before ending the inbound call. That way their outbound time while in ACW gets captured in acwtime only. If an agent should need to place an outbound call in ACW after the inbound call has already ended, then the agent should wait for the next inbound call to enter ACW.
For reference below:
Difference between ACWTIME and I_ACWTIME:
ACWTIME is the duration of time an agent spends in ACW that is associated with an ACD call. I_ACWTIME is the sum of time an agent spends in ACW during the collection interval. This includes time that is associated with the ACD call and the time an agent spends in ACW that is not associated with an ACD call. I_ACWTIME also accounts for the extra time an agent spends in ACW for which an association with the prior ACD call cannot be established.
Difference between ACDTIME and I_ACDTIME:
In an inbound ACD call overlapping two consecutive time intervals, I_ACDTIME records the call in the first interval for a duration spanning the start of the call until the end of the first interval and continues to record the call in the second interval for a duration spanning the start of the second interval until the end of the call. In a similar situation, ACDTIME records the entire duration of the call in the second interval because that is the interval in which the call ends. In other words, I_ACDTIME tracks the ACD time by interval whereas ACDTIME tracks the ACD time by the call.
Apologies. I may not have been clear enough. Yes i_acwtime includes non ACD related time and the in/out items are part of the overall time. I have previously raised with Avaya over 10 years ago and there are no plans to change this.
A change in working practice as you have suggested is the easiest way to deal with this if the agents are on board.