Our outbound managers are having a problem with their agents allowing reservation calls to roll to the next agent. I watched the agteam20: Agent Team Real Time report in Webview for 30 minutes yesterday and saw five of the agents roll one call after another. I am unable to locate a canned Webview report to identify how many calls per day or half hour these agents are letting the reservation timeout on. Does anyone know of a canned report or a counter in the ICM database that we can build a custom report with to show us this data?
I have this problem too.