discrepancy on CSD team agent statistics

[Sheraz Saeed Lodhi]

We are using cisco supervisor desktop (CSD) with UCCE and facing discrepancy in calls presented and calls handled for some agent not for all agent.

It shows calls presented on agent are less than calls handled by agent. ANy idea what can be reason of it.

[Gergely Szabo]

Hi,

did the agent receive internal (ext-to-ext) calls? They may be counted as handled calls.

G.

[Sheraz Saeed Lodhi]

Calls presented and calls hanlded both cover (ACD and Non-ACD) both type of calls.

[Senthil Kumar Sankar]

Do you count OutboundCalls as well, I was looking into this document where it talks how outbound calls are counted in Calls Handled/ Calls Presented field.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_5/reference/guide/cad75tg.pdf

But however for you Calls presented is less than Call handled ? Is that sure ? If it is otherway Can you check the Outbound calls as well (Page 28

Configuring the Recording and Statistics Service)

Regards,

Senthil

[Sheraz Saeed Lodhi]

Hi, there is no outbound calls and yes number calls preseented are less than number of calls handled.