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Historical Reports

If I run the Agent Detail Report for a specific ICD queue I get the number of calls that have been answered by the agents for a set queue.

If I them run the Common skill contact service queue activity to get a summary of all the calls presented followed by the abandoned call detail to get all the abandoned calls and add these two together I would expect the values to be the same as the Agent Detail Report but they are not.

I thought all the data came from the same database dose it just calculate the report in a different manner or dose each report use different data.

1 REPLY
Silver

Re: Historical Reports

Hi,

AFAIR this reports can give different results because Common skill contact service queue just shows number of calls entering queue. Agent Detail Report shows calls answered by agents, so if one agent answers call and then transfers it to another agent it will show twice on this report (one call for each agent).

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regards,

pk

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