SAP CCtr Reporting Issue

Hi All,javascript:;

We are using SAP CCtr SP07 and getting issue in historical reports. We are getting only inbound call in contact center. Direct calls, agent to agent and outbound calls are blocked.

We are getting difference in "Talking Time(In)" in Agent Work Done report and "Handling Time(Total)" in Agent Contact Handling Time report.

Below are the screen shot from the report showing Calls(In) and Handled having same "897" value but Handling Time(Total) and Talking Time(In) have different values. How they are calculation both field?

Agent Contact handling Time - 4 Daily

Agent Work Done 3 - Daily

Please help to find the solution for this issue.

Regards,

Chand Kamya