Historical Reporting

[rm3262]

Hisotrical Reporting (Skillset report)- shows calls recieved when staff is not in the office.

Has anyone ever seen anything like this?

 

[Milesprower]

Are you a forced call presentation shop? Were your agents all logged out?

If you run the Skillset Performance interval report and it shows Skillset Active Time is greater than zero, then the skillset was open during that interval (agents logged in with skillset assignment) and can take calls.

 

[captaingadget]

Were the calls answered or just presented to the skillset? There must have been at least one agent logged in, so can run some agent reports to see which one.

 

[marcuspb]

I had this happen once when I needed to adjust the time on the PBX, The Symposium gets it time off of the PBX and when I adjusted the time on the PBX Symposium freaked out because it showed agents logged in at say, 3pm and then all of a sudden it was 3:04 and it couldn't account for the lost time, so it started randomly re-logging agents in, and in some cases it would do this several hours after the business had closed.
Everything cleared up after a day or two but that weeks reports we're hosed.