Hi Experts,
Need thoughts on below regarding CCD Statistics:
1- My customer contact center works in 2 shifts, 9:00am to 05:30pm and 05:30pm till 10:00pm... Supervisor take report based on shifts. Now, in June, if she wants to run report before month of may (i.e. april or march) with above time slots, pilot reports are empty, however, if we select 24 hours for same dates, it show data
2- For some pilots, reports show data but it does not match older reports, e.g. May report generated on 1st June for all pilots show "X" no. of ACD calls to pilots but if we generate now, it shows "Y" number of calls for same time period.
3- In Agent reports, there is a field "Non-ACD Calls" - it shows outgoing calls made by agents while part of PG.. Customer wants to know out of total count of outgoing calls, how many were internal extension to extension and how many external calls.
Any thoughts on above points will be appreciated