What happens when an agent transfers the call and speaks to a 3rd party rep?
scenario 1 : agent receives a call, talks to the customer for 120 sec, then keeps him on hold for 45 sec, comes back speaks to him for another 15 sec and ends the call.
scenario 2 : agent receives a call, talks to the customer for 120 sec, then hits transfer button and speaks to the 3rd party for 20 sec, and then completes the warm transfer.
Q1 : If the billing formula is = acdtime + acwtime + holdtime + aux0, what would be the production time for both the above scenarios?
Q2 : If the billing formula is only talk time, again what would be the production time for both the above scenarios?
My observation :
Whenever an agent transfers a call to speak to the 3rd party, the customer on the primary line goes on hold (that's very clear), but how does the Avaya behave? Avaya stores the time in hold time and at the same time in Aux 0 also. Thus, there is a duplication of time.
So, if my billing formula is acdtime + acwtime + holdtime + aux0, bcos of duplication it would become = acdtime + acwtime + holdtime + (aux0 - I_acdauxouttime)
If the billing formula is only talk time, as mentioned earlier it would become : acdtime + I_acdauxouttime.
If the definiftion of talk time is what i have mentioned in my first post, then the formula needs to be as above. Please debate.