We are trying to reconcile the numbers from these two different reports. We have a small 4 person Customer Service group that uses the call queues to handle customer calls. They get most of their calls from the queues, but some also get direct calls from the customers. An example is for one user over the calling period received 117 inbound calls (per the Queue Performance Overview report) and 127 inbound calls per the Extension Statistics report.
My question is - do the 127 calls on the Extension Statistics report INCLUDE the queue calls or only direct extension calls? If its supposed to include the queue calls then its way off. We are running Version 14 SP3.
Thanks,
Dave Cline
My question is - do the 127 calls on the Extension Statistics report INCLUDE the queue calls or only direct extension calls? If its supposed to include the queue calls then its way off. We are running Version 14 SP3.
Thanks,
Dave Cline
