Quote:
Originally Posted by A-Train
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.
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What
SPECIFIC field of what
SPECIFIC report are you looking at? It's important to identify the database item or calculation in order to determine what metrics are included in the number.
.al.