ACD report, Numbers do not add up!

[serge9]

System 61C
Release 25

On the total daily report, number of abundant Calls (44)+ number of answered Calls (622) is less than the number of accepted calls (670)
What happened , and how can we find out where are the missing calls

Thanks

Serge9

 

[1brc]

Here is what I found out,
The total accepted calls are what is in the queue
The total answered calls is just that
The total of answered calls plus the total of abandoned calls will not exactly equal the total accepted calls on hourly reports because of carry overs (calls in queue that have not been answered). These numbers will be close though.

 

[PERRYPJ]

NEVER TRY TO ADD UP THE COLUMNS AT THE BOTTOM OF THE REPORT THERE ARE A LOT OF VERIABLES THAT COME INTO PLAY

OLD ROLMEN WORKING ON NORTELS

 

[serge9]

Thanks Gentelmen!

Serge9