Good morning,
Can someone explain to me what Extn In Calls may indicate in an Agent Group Summary Daily report? Our engineers have guessed that it is an agent using Call Pickup on the phone. Some groups within our organization have a much higher number of those calls than others. It also seems to be driven by agent behavior. Some agents have significantly more than others.
Should Extn In calls also be counted as ACD calls? The Avaya documentation states these are calls that queued to a split/skill and were answered by an agent in that split/skill, or a call that queued as a direct agent call and was answered by the agent for whom it was queued.
Can someone explain to me what Extn In Calls may indicate in an Agent Group Summary Daily report? Our engineers have guessed that it is an agent using Call Pickup on the phone. Some groups within our organization have a much higher number of those calls than others. It also seems to be driven by agent behavior. Some agents have significantly more than others.
Should Extn In calls also be counted as ACD calls? The Avaya documentation states these are calls that queued to a split/skill and were answered by an agent in that split/skill, or a call that queued as a direct agent call and was answered by the agent for whom it was queued.
