10-29-2013 02:10 PM - edited 03-14-2019 12:39 PM
I have the following situation, with a RNA call, the phone will ring 6 times and if not answered, display as a RNA on the phone and placed back into the queue. In the case of a missed call, the call will not go back into the queue. Also, the RNA is originated from the CSQ’s, whereas a missed call is directly to an agent’s extension. Thus, I am assuming that a RNA and a missed call is not one and the same thing, therefore not to be counted together.
11-01-2013 09:38 PM
Hi Gaven,
Can you please upload the reports you are refering ? There are lots of descripency in Historical report .
Regards
Ravi
11-11-2013 10:26 PM
Check your mail, I have mailled you a copy of the report
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