As I understand it, CallsHandled increments after wrapup. What I can't figure out is under which circumstances would a call not have a wrapup period. Shouldn't CallsAnswered equal CallsHandled? The only exception I can think of is if Finesse crashed during a call or maybe if an agent closes the browser. Any other ideas?
edit: Voice only and it's not about interval boundaries.
I'm specifically looking at a couple of reports using the call-type skill group historical definition. Not sure whether this is relevant, but in case...the report and customized definition were created in and exported from UCCE 9.1.1 and imported into PCCE 9.1.1. I remember reading about a similar-sounding bug for 8.5 and below iirc, but don't remember exactly.
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...
If you have 2 ISR routers, one acting as Failover, do we need to have both the same number of SRST licenses on the 2 routers?
No. You will only need the SRST licenses on the primary router. Because this feature...