MDR: Active Time

Active Time Summary Comparison

The Callout W/Op field is one of the main fields that can duplicate time when billed along with other fields. A Callout W/Op is a call created by an operator and measures the time from when a port is taken off-hook to do a callout up until the point where that port is put back on hook. A callout needs to be done on an existing call. This would be a Secretarial, Checkin, or Non-Live Call. The three call types listed accrue time from when the call is created in the system up until the time cleared or “Done” from the system. Anything that happens on the call, such as a callout, would increment both the call and the callout time. For this reason, we suggest billing by the three call state W/Op fields or a combination of the Highlighted Time and W/Op fields for all three to cover all the possible callout time. 

The second area that time can be duplicated in is the Patch fields. Patch time could be duplicated first in the Callout time, as a callout is normally required to create a patch. Patch time will also duplicate in the originating call type fields. Here is the tricky part. The originating call normally increments the W/Op or No Op fields depending on whether the call is highlighted by an operator, so in a normal call procedure, the operator is going to have the originating call highlighted up until the point where the patch has been created and released from their screen. The stats increment the Secretarial W/Op field up until the point where the operator released the call and then it starts incrementing Secretarial No Op time (if the No Op Time options on the Account Stats screen is set to include Patch Time). The Patch W/Op portion starts incrementing when the operator joins the callout with the original call. The Use New Patch Time option on the Account Statistics affects what happens with the rest of the Patch Time. If it is unselected, the Patch Time after the operator drops out of the patch will continue to increment the Patch W/Op Time until the patch finishes in the system. If the option is selected, the patch increments the Patch W/Op until the operator drops out of the patch and clears it from their screen. It then increments the Patch No Op time for the rest of the patch duration. So, the Patch W/Op time is always going to have some duplicate time with the original call time, but it is usually minimal. It would be the amount of time it takes the operator to drop out of the patch once it has been created. If you will be billing by Patch W/Op Time only, you will need to uncheck the Use New Patch Time option, but will have the small amount of duplicate time. If you will be by billing by both the Patch W/Op and Patch No Op, it doesn't matter whether you have the Use New Patch Time check or not checked as you will be picking up all patch time, including the small amount of duplicate time. If you will be billing by only the Patch No Op Time, you would want the Use New Patch Time Option selected. This would have no duplicate billing, but would not separate patch time created with operator involvement from patch time created without operator involvement (Auto-Attendant). 

The easiest way to make sense of the above scenarios would be to run a Call Detail report and find one call that reports patch time. Then run an Account Statistics for that one minute time period for that account along with a Patch Time report, and a Dialout Detail report, and compare the numbers that all reports are showing. The duration on the Call Detail report includes patch time and callout time, so you should expect the numbers on the Account Statistics fields that you are billing for to add up to that duration.