QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: luigirrrl on December 15, 2010, 04:57:27

Title: Acd Attempts by Terminal Question (Lost Calls)
Post by: luigirrrl on December 15, 2010, 04:57:27

hello there,

I ran an agent report and encountered that the ACD attempts made to the operator is only 85, yes lost calls amounted to 198 and taken was 44. How is it possible to lose more than the actual calls forwarded to the rep?

appreciate the help. thanks!

Title: Re: Acd Attempts by Terminal Question (Lost Calls)
Post by: QueueMetrics on December 15, 2010, 09:53:52

Lost calls are not per agent, they are in general! A lost call for an agent is a missed ACD attempt.