gnrslash4life
MIS
Im trying to figure out what these headers mean for a report I have set up.
They are marked by the red box in the picture.
They are marked by the red box in the picture.
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Need help with report headers
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Milesprower
Programmer
N/W Ans'd: Network Answered
Resrv'd for Call: Reserved for Network Call
ACD/NACD Ans'd: routed by the switch not Symposium/CCMS and answered by the agent
Short Call Ans'd: answered calls that ended before the short call interval expired.
For most call centers the first three columns should always be zero. Short calls are a way to determine if an agent is hanging up on callers to boost their answered call count.
Resrv'd for Call: Reserved for Network Call
ACD/NACD Ans'd: routed by the switch not Symposium/CCMS and answered by the agent
Short Call Ans'd: answered calls that ended before the short call interval expired.
For most call centers the first three columns should always be zero. Short calls are a way to determine if an agent is hanging up on callers to boost their answered call count.
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