Turret Call Stats 1

[scottyjohn]

I have a situation where we use CMS to report on our call centre. There seems to be a disparity between how many calls CMS says an agent has taken and how many the data on the turret says they have taken. Can anyone explain why this would happen? We have sales management taking conversion rates every hour and the teams use the turrets to tell how many calls an agent has taken, so its throwing their figures out. John

http://www.eagle-i.co.uk

 

[PDHall]

Are your agents signed into more than one skill? If so you may find that the VuStats display on the turret is only displaying the information of the agents top skill

 

[mcopini]

Nice one PDHall!
Kind Regards,
Maarten Copini

http://www.effecta.nl

-Please let fellow members know if their post was of any help-

 

[scottyjohn]

We have an EAS environment here where the skills are attached to the agents instead of them logging into splits. Would this still be the case? John

http://www.eagle-i.co.uk