MAX Counting Calls That Symposium Does Not.

[2pair]

Recently upgraded from MAX RLS 8.0 to Symposium 5.0, then upgraded 81C from 25.40 to Succession 3.0.

To verfiy Symposium info I ran an Agent by ACD-DN Performance report using MTE. This report listed 2805 calls taken in various queues by Agent ID 0. We have always defined agents using four digits and there is no entry for this agent in MAX.

The symposium meanwhile has a total of 677 ACD/NACD calls answered when running an Agent Performance report for all agents for the same time period.

Also, the average talk time shown on the MAX report is between 25 and 600 minutes per call! Our typical call center call is about 3 - 4 minutes.

Does anyone know what Agent 0 is?

 

[johnpoole]

your missing a pep, that's an old problem that i haven't seen in forever,, agent 0 fouled up all averages without fail from rls 1 through 1.5 before nortel found a patch level that "fired agent 0" check with your provider..

john poole
bellsouth business
columbia,sc