CRS Calls Handled Discrepancy

Unanswered Question
Aug 13th, 2007
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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?

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