OfflineWorkType1 Statistic

hello,

Can anyone confirm my thinking on the OfflineWorkType1 statistic? reading the reporting technical reference, it is suggested this was discontinued in 6.5.

We have been using the TotalHandleTime statistic (specifically in WFM) since probably version 5:

Category=TotalTime
MainMask=CallInbound,CallOutbound,OfflineWorkType1
Objects=Agent, Place, GroupAgents, GroupPlaces
Subject=AgentStatus

However if the offlineworktype1 statistic is discontinued it will not be counting thus making the handletime compromising of just CallInbound and CallOutbound?
I am thinking the MainMask should be CallInbound,CallOutbound,AfterCallWork?

Thanks,
WA

Hello!

You will need to check a few things, to validate if OfflineWorkType1 is still valid in your environment. Check your TServer AND StatServer documents for your current version, to see if they are still valid.

If not, ACW is one Stat you could use - but you can also define your own. A lot of companies have multiple “reasons” for ACW (such as “Lunch”, “Break”, “Meeting”, “Training”, etc.) - I’m pretty sure that this topic has been discussed within the Forum - perhaps you could search for it…?

TT