Duplicate Entry for Agent on report

[tone70]

Good Afternoon all. Might someone have an answer as to why on a report, you get 2 entries for the same agent, and both lines have the same stats reported, just different total times, calls, etc. CMS 14.0, CM 5.2, EAS environment. Thanks In Advance.

 

[SF0751]

It would help if we knew exactly what report you were asking about.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[tone70]

It's the standard split/skill report.

 

[SF0751]

There are about 20+ historical split/skill reports, none of which are named "standard split/skill report". So which report is it?

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[tone70]

Susan, my sincerest apologies for not being precise. The report is: Historical-->Split/Skill-->Report Monthly. All of the agents have at least 2 assigned skills.

 

[SF0751]

Sometimes this happens to me, and it is because (1) some of my agents have multiple logon ID's, and (2) the names of the agents are truncated enough to appear identical.

Modify the report to display the agent logon ID (instead of or in addition to) the name and see what you get.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[tone70]

Thank you for the reply, but I really don't do much in the way of modifying any reports. Where would I make this change at in the report? Thanks again.

 

[lopes1211]

The user probably just got a new agent ID sometime in the middle of the month. Run an daily agent report on the name for all 31 days and you'll probably see a whole month of data. Run the same report on the current agent ID and you'll probably see something different (i.e. data from the 15th forward). That will show you when the new ID was assigned. Probably not something to worry too much about.

Same scenario, but maybe the dictionary was wrong and someone fixed it mid month. This could easily be done by a CMS supervisor user without the system admin's knowledge.





-CL