Running CRS 4.0 (4.2) with IPCC Express Premium 4.0(4)SR01_Build029
When I pull the customer service queue activity report and check calls handled, the total is 723. On the agent summary report, the total calls handled comes out to 659.
I would assume that the calls handled in the CS queue activity report and the agent summary report should be the same since each agent is assigned a queue. One report shows calls by queue and the other shows them by individual agents.
Any ideas why they may be different?