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Call Stats Contact Center Enterprise 7.2

We are using contact center enterprise 7.2 Here lately the call stats for the agents are way off, they are off by at least 50 calls of the calls that have been taken. Has anyone seen this or have any idea what is causing this. thanks

2 REPLIES

Re: Call Stats Contact Center Enterprise 7.2

how do you know they are off by that much?

david

New Member

Re: Call Stats Contact Center Enterprise 7.2

because you subtract the total number of calls the agents have taken by the number of calls the skill group says it has taken. We found the issue though, for some reason IPCC 7.2 is not counting the outbound dialer calls like it did in the last version. Don't know if this is a change or if that can be turned on somewhere.

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