scriptscience
Technical User
can someone provide documentation that explains the difference "presented time in Q" versus "net already serviced time in Q" in the associated data column on the call by call database. Thanks.
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call by call documentation 1
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atchuvely101
MIS
Presented" is when a call is presented to an agent because the system flagged them as being available. "Time in Q" is how long the call waited in Q before being presented.
"Net already serviced" is a reason for a call being de-queued. This means the call was already handled by a network location or at least an agent at a network location has been reserved for the call. Again "Time in Q" is given for the call that was presented/serviced.
BTW - Historical Reporting and Data Dic PDF is a great tool that can answer your reporting questions.
MJ
"Net already serviced" is a reason for a call being de-queued. This means the call was already handled by a network location or at least an agent at a network location has been reserved for the call. Again "Time in Q" is given for the call that was presented/serviced.
BTW - Historical Reporting and Data Dic PDF is a great tool that can answer your reporting questions.
MJ
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