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We currently have QM tracking outbound calls by having the agents dial a special prefix before they dial.
Most of the stats that QM is reporting is correct, however QM does not show the agent name under the "Unans.DT" section.
It also doesn't display any data under the "Unans" section under the "Unanswered outbound calls, by agent"
The agents are entered into the database and do appear correctly when running reports for inbound calls.
The agent names also appear for all outbound answered calls. (Under Ans.DT)
Does anyone have any insight into this?
Thank You!
