We have an issue that has been bugging one of our Call Center Directors for quite awhile now. We have several wallboard displays that show, among other things, longest wait time. It is never even close to being the same as the reports that are run each night. It continuously shows a wait time that is much longer (by several minutes) than the longest times shown on the printed report. I had no really good answer for her other than the possibility that the hold time for each call might be cummulative. That is, if a call that had been waiting (on hold essentially) and then answered and then during the course of the call was put on hold for whatever reason, could be the reason for the difference. Was my reasoning ok or was I totally out in left field with this? What other reasons could it be?
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Difference in Real Time Displays and Reports
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The supervisors RTD's are having the same problem. We are using web client for both the RTD and the Wallboard. The director sent me an example this morning from yesterday that showed a Max wait time of 50 minutes on the Wallboard but 538 seconds (9 minutes or so) on the RTD. Thanks for your help.
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