Version 12, sp2 with call center module.
Customer uses the reporting module extensively in small (18 agents or so) call center. Just noticed that the reporting module is creating occasional bad call logs. For instance, it is attributing an answered call to an agent who did not answer the call. Confirmed the issue by pulling the recorded call file. The file format of the recording also includes the incorrect agent extension, but upon listening to the call I confirmed the error. Started digging in to the issue yesterday, and it seems we're getting about 1% of our calls attributed to an extension which did not answer the call. Spent a couple hours yesterday trying to find a pattern to the error to isolate the cause, but as of now it seems entirely random. Any thoughts? I'm at a loss.
Customer uses the reporting module extensively in small (18 agents or so) call center. Just noticed that the reporting module is creating occasional bad call logs. For instance, it is attributing an answered call to an agent who did not answer the call. Confirmed the issue by pulling the recorded call file. The file format of the recording also includes the incorrect agent extension, but upon listening to the call I confirmed the error. Started digging in to the issue yesterday, and it seems we're getting about 1% of our calls attributed to an extension which did not answer the call. Spent a couple hours yesterday trying to find a pattern to the error to isolate the cause, but as of now it seems entirely random. Any thoughts? I'm at a loss.
