I added a 'Redirect No Ans' column to a Historical Agent Daily Report. The number on the 'Redirect No Ans' did not match the 'Total'. Any help appreciated.
Thanks for the response. In Queries: 'data' I added 'NOANSREDIR' to the 'Query Items' and 'totals' I added 'SUM(NOANSREDIR). Did I miss anything? Also I noted the figures in the report '% Agent Occupancy w/ACW' & '% Agent Occupancy w/o ACW' were big. Any reason for that?
It was added to the bottom of 'totals' 'Query Items', same as 'data'. Does it matter if there was no RONA set up in some of the skills that agent assigned to? Would that affect the number collected in the 'Redirect No Ans'? Is it normal that the agent will automatically showed up in two separate rows once he/she had missed calls? What about the figures that showed up in the '% Agent Occupancy w/ACW / w/o ACW'? Any idea on that? Thanks
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