scriptscience
Technical User
Can someone please explain what "reserved for call" means on the agent performance report.
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what is "reserved for call" on agent perf report
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Milesprower
Programmer
Are you in a networked environment? Without looking it up (which you can do yourself in the Historical Reports Guide), I'd say it is the number of times the agent was reserved for a network call.
captaingadget
IS-IT--Management
Miles is correct, when a call is offered to an agent in a network skillset, that agent is "RESERVED" while the call is physically set up. This prevents the agent from receiving another call during the time it takes to connect the call from a remote site. There may be times when an agent is reserved but does not get presented with the call, this is quite normal when you have several networked sites.
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