I have a contact ctr that has found a mismatch in the number of RoNA calls listed for their agents vs the RoNA Call Type report. The mismatch is not consistently occurring.
For example, on 8/19/16:
The agent report shows 1 RoNA call, while the call type report shows 3. I have verified that all agents are included in the Agent report and that no other script is routing calls through that RoNA Call Type.
I have no other reports of this from other call centers, any thoughts?
We are on ICM 10.5, CUIC 10.5 and Finesse 10.5 .
Call Type Report: