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A-Train · July 1st, 2008, 01:46 PM

We have another issue in our contact center where our reports of Extension Out calls seem much higher than what the call agents are reporting. They have done side by side comparisons where the agent logged each call on a tick sheet and still was much lower than what the report said. Does anyone know what types of calls are in the Extension Out field or have any ideas as to what might explain this? I realize that the numbers could be off slightly, but the difference is 75-100% higher on the CentreVu report than on the manual tracking.

July 1st, 2008, 01:46 PM	#1 (permalink)
A-Train PBXtech GOLD 100+ posts Join Date: Sep 2006 Posts: 241	CMS - Extension Out Calls We have another issue in our contact center where our reports of Extension Out calls seem much higher than what the call agents are reporting. They have done side by side comparisons where the agent logged each call on a tick sheet and still was much lower than what the report said. Does anyone know what types of calls are in the Extension Out field or have any ideas as to what might explain this? I realize that the numbers could be off slightly, but the difference is 75-100% higher on the CentreVu report than on the manual tracking.