Webview Calls Offered Handled Dilemna

miitas7777 · ‎12-19-2008

Does the Webview reporting have a field that increments a handled call to the same half hour interval in which it was originally offered? Similarly for the abandoned calls.

david.macias · ‎12-19-2008

Not sure what you're asking. WV does offer a field for handled calls. Look at call type or skill group reports.

david

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miitas7777 · ‎12-19-2008

According to the help information in Webview the calls handled field records calls handled in the interval that they were completed.

The problem this poses is that if this crosses intervals (due to long queue times or handle time), then the call may be shown in int.1 as offered and then int.2 where it was completed as handled.

I am trying to create a demand profile so I want the information to be recorded in the same interval.

I hope this makes sense.