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| Tags: report, symposium, totals |
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 02-13-2003, 02:36 PM | #1 (permalink) | ||||||||
| Junior Member   MikeyT has no status.
Location: NC Rep Power: 6  Country:  | Symposium report totals My question is: Should and will(I doubt, but...) the total amount of "answered calls" for an "application report", match the total of "answered callls" in the "agent by skillset report" on a daily report. The totals I am combining and looking to match are for two networked sites.(NY LCL NODAL, NCC, FLA LCL NODAL EX: N.Y.'s "daily application" total = 764 FLA's "daily application" total = 236 Total combined = 1000 Now, the "Agt by Skset" daily report totals are added, should they equal 1000? I am getting inconsistant data when printing these reports. Some toals match and other times they do not. Totals do vary. Abandoned calls would not be considered but, what about short calls? Possibly recycled due to errant misque's by agt's when dialing? Any idea's?? | ||||||||
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| 02-14-2003, 03:05 PM | #2 (permalink) | ||||||||
| Junior Member
Location: Philadelphia Rep Power: 6 | Remote notification to a Nextel phone Are you sure that you have the agent report showing all possible skillsets in which the calls presented to the application could be answered? You point on short calls is valid and worth looking into, are you using the "canned crystal " reports that come out of symposium? if so, then look up the formula that it is curently uising to decipher " application answered calls" and Agent by skillset answered calls". Short calls may be eliminated on the skillset side, but not on the application side. If the number of calls answered by the skillset gets higher than the application calls, then there has to be additional applications sending call to these skillsets that are not calculated in your report parameters for the report "application answered calls" | ||||||||
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| 02-25-2003, 05:31 PM | #3 (permalink) | ||||||||
| Junior Member MikeyT has no status.
Location: NC Rep Power: 6 Country: | OK PEOPLE...LOOKY HERE! Mike, Thanks for the input. Sorry it took so long to respond. Our largest Call Center cutover to Symposium this past week/weekend and I could not get away. In regards to your question, all skillsets and applications are present and accounted for. But, I now know, what my problem was...after all of the report verifications and research, it seems we had calls going directly into the acd-dn default queue number. These numbers at one time were commonly dailed or tranferred too, by-passing the application all together, but accounting for more "answered calls" in AGT by SKS report. Your thoughts? | ||||||||
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| 02-26-2003, 04:58 PM | #4 (permalink) | ||||||||
| Junior Member
Location: Philadelphia Rep Power: 6 | still get the trk136 messages I hate it when they do that! There really is no way to get rid of this except for educating the end user to NEVER dial a acd queue number. Unfortunately, once they get a hold of them, you basically have to go in one night and rip all of the "cheat sheets" of the walls in all of the cubes. ( just kidding) :laugh: | ||||||||
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