We are running Webview on UCCE 6.0. I am trying to get a better understanding of some fields in the call type and agent detail reports. I have found the formal definitions but I still dont have a good understanding of what the fields mean. I was wondering if someone can explain the fields below in more detail.
Routed - The number of tasks that have been routed during the interval
Assigned - The number of tasks assigned from the queue to be routed during the interval.
Offer - The number of tasks that were offered to the call type during the interval.
What is the difference between offered and routed and is assigned part of routed?
What is the dirrerence between offered and answered?