08-08-2012 09:49 AM - edited 03-16-2019 12:36 PM
One of our users is stating when she runs reports for Total Outbound Calls for her agents they are not showing up in the reports. She also states that the agents are logging out and making the calls. Don't the agents have to be logged in for the calls to show up in the report if they are filtering by Agent Names? She claims they are showing up for some users, but not others after a certain time of day. I thought the agents would have to be logged in for the report to show any stats. Any thoughts? Thanks!
08-08-2012 10:03 AM
Below is a screenshot from the report. As you can see the ACD Transfer-Out shows no calls for those agents.
08-08-2012 10:39 AM
Hi Eric Delacruz,
Yes, the Agents have to be logged in and performed the Transfer action (on the any incoming calls or new calls ) from the ACD line.
Hope it helps.
Anand
Please rate helpful posts !!
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide