06-02-2006 01:09 PM - edited 03-13-2019 11:50 PM
When comparing the 2 reports, I notice the Calls Handled Total on the Agent Report is higher than the calls handled total on the Contact Service Queue Report. The same holds true when comparing the calls presented columns. Could someone tell me the reason for this?
djh
06-03-2006 05:44 AM
If agent belongs to multiple CSQs this would be normal. Also, this could be due to internal calls to this agent's ACD line.
Chris
06-03-2006 09:43 AM
Thanks for the reply Chris. The agents are only assigned to one CSQ. I was wondering if the numbers are higher on the agents report because the stats are also keeping track of their personal DID number as well as calls presented to the queue?
djh
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: