Reporting Agent names in QM

[Richarddb]

Hi,

When we change a agentname in QM, the reports of some months before also change into the new name, so these reports are not correct anymore. We can make a new agent, but we also want to keep the same telephone number which is connected to the agentcode. Do you have an idea if we can solve this issue and how?

[torontob]

I have just started with this myself. I guess you have to to restart with all your queue log files for that to happen. Otherwise, it would be a painstaking job to separate and parse those log files.

I think someone with knowledge should comment on this. As I am on the same boat as well, but have decided to tell my client to start fresh as the old months reports may not be a fair depiction of employees performance.

[QueueMetrics]

You should use UNIQUE agent codes, otherwise QM has no way to tell who is who in the report.