Average Wrap Calculation not always reading correctly http://developer.cisco.com/c/message_boards/find_thread?p_l_id=&threadId=10926752 2013-06-19T03:35:52Z 2013-06-19T03:35:52Z Sarah Barnes http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=10926751 2013-01-21T12:27:31Z 2013-01-21T12:27:31Z

I have created an Average Wrap calculation within the SQL  AvgWrapAHT = ISNULL(AgentSkillGroup.WrapTime / AgentSkillGroup.CallsHandled, 0), I have also created Average Hold & Average Hanlded Talk Time based on the same type of calculation. in 90% of the agents, these 3 calculations added together equate to the AHT cisco calcultaion AHT = ISNULL(AgentSkillGroup.HandledCallsTime / AgentSkillGroup.CallsHandled, 0),   Does anyone have any idea why 10% of the agents are shoing different?   Once again all help gratefully received.   Cheers Sarah  

Sarah Barnes 2013-01-21T12:27:31Z