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Community Member

Real time and Historic Reports

Hi,

our reports are comming out completly wrong it is showing about 75% abandoned calls which is not true, if agents use the same line they receive calls to make calls would that affect reports and cause something like this? I have no other idea..

We are using IPCC Express 4.0(4)

Thanks

Roy

2 REPLIES

Re: Real time and Historic Reports

It all depends where and how you are pulling reports. No the same line should not have any effect.

Also if your script is such that it does not have proper end or transfers then call me look abandoned so it depends on your call flow as well.

Check your script and your location where you are counting calls.

If it helps please rate.

Thanks,

BAseer.

Community Member

Re: Real time and Historic Reports

Hi Baseer,

Thanks for your reply, I was checking our scripts and they have a Terminate before the end step. I am thinking this might be the cause. Would a Terminate Step cause this?.

Roy

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