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Where would I find the definitions for Contact Center Reporting

descriptions or definitions for the categories for SAP Call Center Reporting, Work Done.

Service Time (Total)

Ready Time

Free Time

Not Ready Time

Pause Time

Talking Time (In)

Talking Time (out)

Wrap Up

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1 Answer

  • Jan 13, 2017 at 11:56 AM

    Hi Kevin,

    That document should help:

    https://websmp102.sap-ag.de/~sapidb/012002523100000999652016E/Reporting_1608.pdf

    Best regards,

    Roman

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