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?