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CVP Inbound Calls Clarification

I am trying to report on total calls in ICM now.  I have 4 CVP Call Servers and the Inbound Calls average about 75 on all 4. So roughly 300 calls stay active on CVP all the time.  I have looked  Agent Real Time Report, SKill Group Real Time and Call Type Real Time and looked at active calls and calls queued now.  I cannot get the numbers to match between CVP and queries I'm running in HDS.

Can someone explain to me what the INBOUND CALLS in CVP is counting?  Unfortunately I don't currently have a CVP reporting server.

Thanks

1 Accepted Solution

Accepted Solutions

I figured this out.  I always thought it was just inbound.  I discovered that there are several scripts on my ICM that route to nonAgent labels.

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1 Reply 1

I figured this out.  I always thought it was just inbound.  I discovered that there are several scripts on my ICM that route to nonAgent labels.

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