Is it accurate that calls counted as ACD Calls Answered in an agent by skillset report are also counted in the calls Answered field in the agent performance report? I can't seem to mesh the numbers, but if I add the ACD calls in as a total, the number seems very high.
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Pegging ACD Calls
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I am using Nortel Symposium Call Center Server. Agent Performance report. I use an ODBC link to the symposium database to create customized reports in Access. I have been using Calls Presented and Calls Answered tied in with Skillset Talk time to gauge performance, however, I found that if I include ACD Calls Answered and ACD calls Talk time, it increases prodictivity by more than half. I am just not sure if the ACD is double pegging what is captured in the skillset stats. I don't want to over or under credit the agents on these calls. Thanks!
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