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  • Users: KristenP
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  1. KristenP

    Calls Given Terminate

    Can anyone define this field of the Application Display? I am unsure if these are calls disconnected by the system, or disconnected because of long wait times. I could be wrong on both guesses here... Thanks!
  2. KristenP

    Pegging ACD Calls

    Is it accurate that calls counted as ACD Calls Answered in an agent by skillset report are also counted in the calls Answered field in the agent performance report? I can't seem to mesh the numbers, but if I add the ACD calls in as a total, the number seems very high.
  3. KristenP

    Time in Reporting

    Can anyone tell me how time is captured in Historical Reporting? If I am running a monthly report for Log In time and Not Ready time, how is it captured by the system?

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