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  1. maeganfrost

    Conference vs Transfer in ECHI Report

    Hello, I have questions regarding the Transfer and Conference fields in the ECHI Report. Question 1: Scenario 1: If agent 1 (transfers the call to a particular number) uses the transfer button it will yield a 1 in the Transfer field. Scenario 2: If agent 1 conferences the call, to agent 2 and...
  2. maeganfrost

    CMS data vs ECHI data

    Hi Guys, I have a question. Should CMS data be equal to the ECHI data? Like for example, let's say total acdcalls for a certain day in CMS is equal to 95. Should ECHI data's acdcalls be also equal to 95? Or it is not accurate? Coz, we are having issue with our reporting, we tried to compare an...
  3. maeganfrost

    CMS data definition and formula

    Hi, We are trying to map an existing report to have it automated. We are trying to get the correct formula for Outbound Time and Outbound Calls. The formula used to generate that fields were EXT_OUT_OFF_TIME and EXT_OUT_OFF_CALLS respectively. When we used this report, no data was found. We...
  4. maeganfrost

    ACD calls in ECHI

    Hi, Is there a way to identify the number of ACD Calls for a day in the ECHI file? I tried to count the ANSLOGIN but it does not match the number of ACD calls in CMS for the same date. Really need assistance here. Thanks.

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