05-01-2019 07:59 AM
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
Solved! Go to Solution.
05-02-2019 01:45 PM
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.
05-02-2019 01:45 PM
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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