I was running the "Agents in Queue Statistics" report and noticed that the total number of calls for last week was less than in the "Queue Performance Overview" report for the same time period and same queue.
On investigation I realised that I had the "Exclude calls dropped before 5 seconds" option ticked on the "Agents in Queue Statistics" report.
The problem is that this appears to exclude calls answered before 5 seconds, not just those dropped.
When I run the same report without that option ticked, the total number of calls jumps up to match the "Queue Performance Overview" report, but the calls answered stats jump up as well (to match the "serviced" column in "Queue Performance Overview" report).
Should the option be worded to "Exclude calls with ring time less than 5 seconds" or is this a bug?
Thanks,
Ged
On investigation I realised that I had the "Exclude calls dropped before 5 seconds" option ticked on the "Agents in Queue Statistics" report.
The problem is that this appears to exclude calls answered before 5 seconds, not just those dropped.
When I run the same report without that option ticked, the total number of calls jumps up to match the "Queue Performance Overview" report, but the calls answered stats jump up as well (to match the "serviced" column in "Queue Performance Overview" report).
Should the option be worded to "Exclude calls with ring time less than 5 seconds" or is this a bug?
Thanks,
Ged
