Agent Summary Report

Unanswered Question
Apr 18th, 2007
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Hey guys,

I am having a little problem understanding pieces of this report. There are two items "Calls Presented" and "Calls Handled". For some of my agents this report shows 100 more calls presented then handled. At first I thought that maybe the 100 call difference would be "Calls Abandon" but for the same agent during the same time it shows only 19 calls abandon. Can some one help me to understand the difference between these three different fields?



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l.mourits Fri, 04/20/2007 - 12:10
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"Calls presented" is the number of calls presented to an agent by the select resource step.

"Calls handled" is the number of calls the agent actually answered.

A call is reported as "abandoned" when the customer (contact as IPCC refers to it) hangs up before they got through to an agent.

If you have an agent reporting over 100 cals more presented then handled, this means that the agent in question did not answer the phone in time in those cases.



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jkjackson Fri, 04/20/2007 - 12:14
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This is what i thought it ment. I just could not believe that an agent had missed that many calls. What i found out though, is that this report was pulled on a time frame that was during our contact center migration to IPCC. This fact made it a little more concievable.



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