Good day.
I'm having trouble understanding the reports that have been pulled from a customer's ACR. In the Agent Inbound Summary for instance, the sum of total calls from the table is not equal to the summary the report generates at the top. I also do not quite understand what total calls are. If presented calls are all calls that queued or rang at least once, then I assume that total calls are the ones that got to the agents. Yet total calls is less than answered calls, and even that is not the same number as what i would get summing up the figures on the table myself.
I'd appreciate any help I could get on this, thanks.
edit: The report i'm having issues with is Agent Inbound Summary, not Calls. Thank you
I'm having trouble understanding the reports that have been pulled from a customer's ACR. In the Agent Inbound Summary for instance, the sum of total calls from the table is not equal to the summary the report generates at the top. I also do not quite understand what total calls are. If presented calls are all calls that queued or rang at least once, then I assume that total calls are the ones that got to the agents. Yet total calls is less than answered calls, and even that is not the same number as what i would get summing up the figures on the table myself.
I'd appreciate any help I could get on this, thanks.
edit: The report i'm having issues with is Agent Inbound Summary, not Calls. Thank you