If I run a "Agent By Skillset" report, it comes back with approx. 5000 more calls than when I run a "Skillset Performance" report for the same time frame. Should these numbers be that far off? I know that they will never be exactly the same as people expect--but 5000 seems like a lot to be off by. Thanks in advance.
Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
Historical Reporting inconsistencies
- Thread starter ArrJay21
- Start date
Milesprower
Programmer
Agent calls answered line up nicely with application and CDN reports calls answered. Once you get into skillsets, you need to be careful that you are looking at the same data set.
With the Agent by Skillset report, you'll have to make sure that the skillsets match up with all the skillsets on the Skillset performance report.
I've never seen inaccurate numbers on a call center report - but figuring out where they came from can be a challenge.
With the Agent by Skillset report, you'll have to make sure that the skillsets match up with all the skillsets on the Skillset performance report.
I've never seen inaccurate numbers on a call center report - but figuring out where they came from can be a challenge.
- Status
Similar threads
- Locked
- Question
- Locked
- Question
- Locked
- Question
- Locked
- Question