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R A Beginner
Beginner

Agent's calls report issue

Dear All when we extract agent's reports from supervisor finesse live monitoring & Cisco intelligence system we found that the number of handled calls belonging the same agent at the same time are different . The attached files shows the highlighted different values for the same agent at the same day in finesse live monitoring and the agent summary report in Cisco intelligence system. we need to know what's wrong . Thanks In advance Remon
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Cisco Employee

Please note that it is not

Please note that it is not advisable to compare Live Data Report with the Stock Report. That being said, are you choosing Relative Data Range (Today) or Absolute Data Range while running Agent Summary Report. What if, you run the report at the beginning of day when agent had not answered any call, does it show 0 at that point or not.

Regards

Deepak

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R A Beginner
Beginner

Dear RawatThanks for your

Dear Rawat

Thanks for your help,
Kindly be informed while running Agent Summary Report ,i choose Relative Data Range (Today) .
and at the beginning of day when agent had not answered any call, it show 0 at that point  .

what's wrong then ?

Best Regards

Beginner

What if the report runs

What if the report runs historically every 15-30 minutes compared to live data? This will show different numbers.

What if compare not at the

What if compare not at the beginning of the day, but at end of day, when agent shift is ended. Will CUIC and Finesse show the same statistic?

Do you use stock report in CUIC?

Please, be aware of comparing exactly _handled_ calls. Because usually reports contain answered calls, offered calls etc. These can be all different numbers.

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