symposium Agt Performance report!!

[s3k]

Agent performance report shows DN calls which are far less than calls reported by CRM.

i assume that AGt performace is displaying only contact calls..But what all calls are considered as Contacts by symposium.
SOmeone help me..
thanks u in advance!!

Think Globally, Act Locally

 

[ErwinStevanus]

s3k,

In agent performance reports you can look into these 2 fields: Skillset Ans'd and DN Calls.

The definition of these 2 fields:
1. Skillset Ans'd : Calls Answered (Hotline calls)
2. DN Calls : DNInExtCalls + DNInIntCalls + DNOutExtCalls + DNOutIntCalls

In other words, the DN Calls field only shows the number of calls for the agent's personal extension (incoming and outgoing). It does not include the callcenter(hotline) calls

 

[s3k]

thanks buddy

Think Globally, Act Locally