I am having a little problem understanding pieces of this report. There are two items "Calls Presented" and "Calls Handled". For some of my agents this report shows 100 more calls presented then handled. At first I thought that maybe the 100 call difference would be "Calls Abandon" but for the same agent during the same time it shows only 19 calls abandon. Can some one help me to understand the difference between these three different fields?
This is what i thought it ment. I just could not believe that an agent had missed that many calls. What i found out though, is that this report was pulled on a time frame that was during our contact center migration to IPCC. This fact made it a little more concievable.
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