A 'dictionary' of (at least) the most common fields used in vFire reporting available in Alemba's SS portal

Making a list of the fields available in vFire, their 'purpose' and how they are calculated would assist customers and Alemba support staff when requesting\building reports.  I have been unable to find information on 'downtime' as an example.

  • Brett Gerdsen
  • Oct 11 2016
vFire v9 / Knowledge Base
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      Dave Ball commented
      March 16, 2017 15:34

      Information should be available in the Alemba Online Help http://www.alemba.help/help

      For Downtime:Total downtime since the call was logged. Downtime is calculated as the total time from call logging up to call resolution, or the current time if the call has not been resolved. This calculation takes into account any working hours configured. If the call is closed and subsequently re-opened, the total time for which the call remained closed is added to the downtime. Downtime calculations also take into account the duration for which a call remains suspended. 

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