Pulling up the CMS Split/Skill Call Profile Daily report for skill 2 for Feb 27th, I see that the total number of ACD calls does not match the sum total of ACD calls across all service interval levels. The number is off by 6, with the "ACD Calls" (ACDCALLS) field having the higher and correct number.
The only thing I can determine is that on this day, according to the report, somebody messed with the Service Intervals and Acceptable Service level values in the Call Center Administration.
I don't understand why this would short the service intervals (i.e. ACDCALLS1 to ACDCALLS10 are short 6 calls). The only thing I can think of is that queued calls at the very moment of the change are not included in the interval data.
Anybody experience this or have other thoughts?
-Sam
The only thing I can determine is that on this day, according to the report, somebody messed with the Service Intervals and Acceptable Service level values in the Call Center Administration.
I don't understand why this would short the service intervals (i.e. ACDCALLS1 to ACDCALLS10 are short 6 calls). The only thing I can think of is that queued calls at the very moment of the change are not included in the interval data.
Anybody experience this or have other thoughts?
-Sam