Looking for clarification on which stats track against an agent's default skill group - ucce 9.1. Specifically, in which circumstances would calls offered/answered be incremented against the default skill group?
The scenario is an agent with 2 lines - 1 DID and one not. The agent states that he logs in using the non-DID line and that no calls were placed/received on the DID line. Grain of salt. Occasionally, there will be a single offered and answered call on a skillgroup report against the default skill group -- and not just for this one agent -- it's happened with a couple of agents. It's my understanding that if an agent manually places an outbound call, it'll be tracked against the default sg, but when would an inbound call hit that sg?
I've made some tests (transferred call to either line, inbound call to the DID line, etc) but haven't been able to make any test call hit the default sg. Any ideas?
#1 and #4 were the only ones that I had considered and I'm pretty sure their ICM scripts are only using queue to skillgroup, but I'll check to be sure.
If that doesn't pan out, are there logs that would have the details necessary to get to the bottom of it? It's more of an annoyance than anything else and is fairly minor with only 1 instance here and there.
You could dig into the TCD and RCD tables... RCD would probably be more helpful, as it will give you specific script and node. You should be able to narrow down by Agent and Skill Group to find what you're looking for. Let me know if you need help figuring out the SQL commands for this.
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