Webex CC analyzer ASR Sum of Total Consult

Webex CC analyzer ASR Sum of Total Consult Duration

Improve Activity State Activity Duration

Currently if an Agent uses Consult, and places this Consult on hold and goes back to a Connected state both Consult and Connected state timers are increasing. This is due to the Consult leg remaining open while the Agent is talking to the inbound caller. Using Sum of Total Consult Duration and Sum of Total Connected Duration in an ASR report causes overlapping times and increases metrics on the Agents time.

From a reporting standpoint, even though the Consult leg is still open, the timer for the Agent making the Consult, should stop while they switch states back to Connected.