Alcatel Unleashed

hi

i need help regarding our call center agent and group statistic coz the total acd calls of the agent statistics are mismatch in the total answered calls of the group statistics. As i know total acd calls of each agent is equal to total answered calls of the group.

correct me if i am wrong....



tnx...

Hi,

They are different.
For instance, for the agents stats, even the calls that rung on the agent but were not answered are taken in account. Also the calls that had rotate are taken in account.
In the other hand, calls that were picked up by an agent of another PG, are taken in account on the PG stats of the original PG

Sadim

If you want to know the detail of the calls, send me the files catalog.cfg, deliv_id, parameters.cfg, tcxxxxx.sta and evxxxx.sta of that day, and i will send you back the detailed ccd cdr's using a tool that i have done (see the forum CCS /CCD->How to callback persons that abandon my call centre and/or the forum Main->Database type)

sadim wrote:If you want to know the detail of the calls, send me the files catalog.cfg, deliv_id, parameters.cfg, tcxxxxx.sta and evxxxx.sta of that day, and i will send you back the detailed ccd cdr's using a tool that i have done (see the forum CCS /CCD->How to callback persons that abandon my call centre and/or the forum Main->Database type)

hi


Sorry i did not mention the system we used, it is oxoR.5.1 we are currently configuring it now and still the data we got from the agent were different from data of the group statistic we find it hard to explain to our client...



tnx...