General

What is the meaning of this column in that advanced report?

A: Please check the meaning of each column in the following location:

1. Call Detailed Report

2. …

Reconciling counts between different reports:

Quick look table → I’m not able to reconcile:

#1 → Not able to reconcile the count of calls abandoned in Queue Summary Report, with the total of Calls Abandoned in Agent Metrics of each agents in that queue (who are only assigned to that queue)

• Queue summary shows data from queue standpoint. So only the final status of the call matter. So if 1 call enters the queue, is assigned to 3 agents and only last one connected, 1 call will show in “Calls Offered” and 1 call in “Calls Connected”.

• But in individual agent metrics, the “Calls Missed” will come as 1, 1, 0. In total 2 calls. In QSR, you’ll have 0 calls abandoned.

#2 → How to reconcile Calls Abandoned in Queue Summary Report from Call Detailed Report?

Calls Missed cannot be reconciled at the moment. It is part of IM-416. The most nearby number you can get from:

In Call Detailed Report, put following filters:

1. Queue Name should not be -

2. Status should not be -

3. Hang Up by is only System

4. Agent Connected is -

Sample Report: https://docs.google.com/spreadsheets/d/1oH7ZW8jSRHeAkjX6UIgqxeTPPyIt7K1pqt5hUuVm078/edit#gid=166938330

#3 → How to reconcile Calls Abandoned in Queue Summary Report from Call Detailed Report?

Calls Missed cannot be reconciled at the moment. It is part of IM-416. The most nearby number you can get from:

In Call Detailed Report, put following filters:

1. Queue Status as Agent Allocated

2. Agent Connected as -

3. Type as AGENT

Sample Report: https://docs.google.com/spreadsheets/d/1oH7ZW8jSRHeAkjX6UIgqxeTPPyIt7K1pqt5hUuVm078/edit#gid=166938330