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Running QueueMetrics / Total calls processed in Report
« on: September 10, 2008, 05:47:06 »
Can someone tell me what the Total calls processed includes?
I also have a question regarding the following scenario:
1) Operator A is on the phone with a Caller 1.
2) Caller 2 calls our company.
3) Caller 2 tries to connect to Operator A.
4) Since Operator A is with Caller 1, Caller 2 tries to connect to Operator B.
During steps 1-3, Operator A's Total calls processed is 10.
But at step 4, Operator A's Total calls processed goes up to 11.
Is this a bug?
I also have a question regarding the following scenario:
1) Operator A is on the phone with a Caller 1.
2) Caller 2 calls our company.
3) Caller 2 tries to connect to Operator A.
4) Since Operator A is with Caller 1, Caller 2 tries to connect to Operator B.
During steps 1-3, Operator A's Total calls processed is 10.
But at step 4, Operator A's Total calls processed goes up to 11.
Is this a bug?