I am using CUIC 9.1(1).
Now I am trying to produce Peripheral Skill Group Historical which is available in Stock Report (template report) from Cisco.
I found in this report that Total (Call Offered) is less than Answered call. How I can rectify this case?
It's all about when different fields are incremented
CallAnswered is incremented once a call is answered
The total you are mentioning seems to be under the "Completed Tasks", which means it is incremented once a call is finished totally
So, if we take a call that was answered at 8:25 and its duration was for 10 minutes (lasted till 8:35)
It will be "Answered" in the 8 oclock interval, and handled in the 8:30 interval
eventually, at the end of the day, you should have both total values equal
i hope this helps
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: