Time of day routing and CMS reports

[DPhil]

We have 2 vectors that have there time of day closing hours as all 20:00 to all 08:00 and both have 1 skill each assosciated. The skills are only used by these vectors.

The problem I have is if I run a vector interval time report for 19:45 to 20:30 I can see calls presented to these vectors between 20:15-20:30!

Any pointers as to the cause appreciated.

 

[SF0751]

A call can still be presented to a vector, even if it is turned away on the first step due to a time of day restriction. A skill interval report should confirm for you that calls are not being delivered to your agents during the hours your business is closed.

Susan
_{You have all the characteristics of a popular politician: a horrible voice, bad breeding, and a vulgar manner.}
^{Aristophanes, 424 B.C.
Lex clavatoris designati rescindenda est.}

 

[DPhil]

Thanks for the input Susan, some agents were still logged in and the calls where queuing before the time of day step took effect. Calls were presented but where turned away at the first step, Average vector time proved it, in essence the manager didn't read the report properly or know staff were still were available so it had to be a techy problem!