Hi, Need your help in understanding how is time counted in avaya CMS when an agent is doing 2 outbound calls simultaneously.

Eg: Agent A is already on an outbound call on one line for last 10 mins. Then he places first line on hold, then diales second customer on other line while the first one is on hold. Then he speaks to second customer for another 10 mins and then comes back to first customer by placing the second on hold and then continues for another 5 mins and later releases the first and gets back to second and closes the call after 5 mins.

Now the question is would the total outbound time gets counted only once for both calls (30 mins) are does it get counted as 25mins as the agent closed the first call 5 mins before the second call was closed.

Thanks in Advance.. Madhav