CCM Web Reports

[betterservices]

In looking through the Mitel reports recently, I’ve realised that some of the reports give totally different to figures like the number of ACD calls handled and the average call time. For instance, Queue Group Performance by day of the week says that we’ve been offered 13598 calls in the quarter and have an average ACD handling time of 2 mins 59 seconds. However, the Mitelreport Agent Group by Period gives a figure of 16092 calls handled and an average ACD call handling time of 2 mins 12 secs. Any ideas why these figures should be different and what they are measuring differently?

 

[Billz66]

SIGH

This is an endless saga of Prairiefyre

They generate their reports from 2 streams ACD and SMDR

some reports are made from one and some from the other and i think some from bits of each.

I suspect that the conflicts are caused by that . ( there may also be some incorrect YSE settings as well)
someone else can probably explain it better than me , I've given up trying to understand the 'logic' behind it


If I never did anything I'd never done before , I'd never do anything.....

 

[sarond]

You have to also remember that you can have multiple agent groups per queue path.