Recently we moved all of our IP/IVR scripts to CVP and I have noticed in CUIC, the stock Call Type Skill Group Historical All Fields report is missing data or even showing wildly inaccurate data.
For example we have an ICM script with 3 Skill Groups used, one is displaying %Queued data of well over 100%, most of them do not show any data for the Handled field or AHT. This data was there and accurate while on IP/IVR. When the CVP scripts were created, the same call flow/build pattern was used, so I am at a loss about this. I've tried this report with multiple other Skill Groups and get the same lack of info for Handled and AHT.
I did notice the RoNA Call Type will display Handled and AHT info.
We are at the following versions:
CUIC: 10.5.1
CVP: 10.5.1
ICM: 10.5.2
Any thoughts?
