Calls handled greater than calls presented?

[mmitchell]

Can anyone explain how it is possible for an agent to have more calls handled than presented? This is showing up in the real time reports via the supervisor desktop?

I suspect that when an agent makes an outbound call that this gets pegged as a call handled but not sure.

Thanks in advance.

IPCC 3.5

[Chris Deren]

Is it a big difference? You always have that potential because there is a loggin period, and if a call is presented before the logging elapsed but handled after it, you'll see more calls handled than offered.

[mmitchell]

Hmmm - hadn't thought of that. Looks like the biggest difference is 4 calls. Do outbound calls factor in?

[Chris Deren]

I don't think so,

Calls Presented - Number of calls that were routed to the contact service queue, whether or not an agent picked up the call.

Calls Handled - Number of calls handled by this contact service queue. A call is handled if a caller is connected to an agent while queued for this contact service queue.

Chris

[bwray · Accepted solution]

SUPERVISOR DESKTOP EXPLAINATION:

Cisco Supervisor Desktop User’s Guide

Calls completed

Number of calls answered at or made from the agent’s

directory number during the current session

Includes all calls connected, inbound or outbound:

■ Counts consulting and non-consulting calls

■ Counts consulting calls for the agent making the call, not the agent receiving the call

■ Blind transfer and blind conference calls not counted

Note: Displays -1 if Agent Desktop hasn’t received any calls in the current day or if there are no calls recorded in the Recording and Statistics server for this agent.

Examples:

Supervised transfer/conference scenario: A calls B; B

consults C; C answers; B completes the transfer or

conference.

A B C

Calls presented: 0 1 1

Calls completed: 1 2 1

Blind transfer scenario: A calls B; B blind transfers to C; C

answers.

A B C

Calls presented: 0 1 1

Calls completed: 1 1 1

Calls completed

(cont’d)

Blind conference scenario: A calls B; B blind conferences to

C; C answers.

A B C

Calls presented: 0 1 1

Calls completed: 1 1 1

C counts an incoming consult call as completed. A calls B;

B consults with C; C answers; C hangs up.

A B C

Calls presented: 0 1 1

Calls completed: 1 2 1

Calls presented

Number of calls delivered to the agent’s directory number during the current session

Includes every call delivered to the agent, including consult calls, answered or not

Note: Displays 0 if Agent Desktop hasn’t received any calls in the current day or if there are no calls recorded in the Recording and Statistics server for this agent

HISTORICAL REPORT EXPLAINATION:

Historical Reports User Guide - Agent Summary Report

Calls Handled

Number of calls that have been connected to the agent.

If the agent establishes a conference with another agent, this value increases by 1 for the conferenced agent.

If the agent transfers a call and later receives the call back as a transfer, this value increases by 2.

Calls Presented

Number of calls that have been sent to the agent, whether or not the agent picked up the call.

If a call is connected to an agent, transferred to another agent, and then transferred back to the original agent, the value for the original agent increases by 2 (once for each time the call was presented).

[mmitchell]

that looks like the answer - I will verify this with the customer. Thanks!

[ThanziM01]

Kindy help, an UCCX Agent is receiving more call presented than other Agent. Please assist