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New Member

Agent Summary report and Contact Service Queue Activity Report

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

2 REPLIES
Hall of Fame Super Silver

Re: Agent Summary report and Contact Service Queue Activity Repo

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

New Member

Re: Agent Summary report and Contact Service Queue Activity Repo

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

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