Agent Outbound Calls Traced in Make Busy?

[hhallett]

Does the Agent Outbound Call Trace Report register calls when an Agent is in a Make Busy status?

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[jpruder]

It would be wise for them to make busy for an outbound call. I don't know if that report has there state when making the call. I'd be more concerned if they resumed active after the call. Although an inbound would likely not try them while busy on an outbound.

Maybe you can expand on what you are looking for.

 

[hhallett]

When comparing Agent Performance reports with Agent Outbound Trace reports, the outbound call counts are different.

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel

 

[Billz66]

I feel your pain , I really don't understand this as being a valid response but I keep getting it from mitel when reports arent adding up.

The answer is probably that they are generated using different streams of data .(outbound is based on smdr only , agent perf is based on the acd stream)

For the life of me I cant understand how a call centre reporting product can create different totals depending upon the reports that are run but it seems that that is a 'feature'
of the prairifyre based product.


If I never did anything I'd never done before , I'd never do anything.....

and due to an endless stream of MiCollab , MiCC issues
Life would be simpler If only they tested products properly before releasing them .....

 

[hhallett]

After further digging, I found this. Now it makes sense.

Agent Performance vs Agent Outbound Trace reports outbound call counts don't match

Respectfully.
Harry Hallett
Telecommunication Systems Technician
The Queen Mary Hotel