Some what shocked, that if an Agent is removed from a Queue, then their stats data doesn't show in reports. I know some may well say of course. "of course they wouldn't, you removed them", but that makes reporting in the past pointless, as you can keep agents the queue, just in cause you may want to run a report 6 months in the past!
We have removed several agents during May, reports run for "last month" on the "First day of the month" for "Queue Performance Overview" report, doesn't show up removed agents individual data, which is bad enough, but worse the totals at the top of the report don't show their data either.
Report after Agents removed, run for "last month".
Report after add all the removed agents from the Queue back in, run for "last month".
We reported to our customers a short fall of 2,131 Serviced Calls! First report 2905 Serviced, second report 5036 Serviced.
I know reporting for Call Centres is very limited, but this is really bad. What do others do, do you all leave agents in the queues forever, just in case you want to report on data in the past?
We have removed several agents during May, reports run for "last month" on the "First day of the month" for "Queue Performance Overview" report, doesn't show up removed agents individual data, which is bad enough, but worse the totals at the top of the report don't show their data either.
Report after Agents removed, run for "last month".
| Queue | Received | Serviced | Unanswered | Talk Time | Average Talk Time | |||
| 8505 - Service Desk | 5392 | 2905 | 2487 - Calls |
Report after add all the removed agents from the Queue back in, run for "last month".
| Queue | Received | Serviced | Unanswered | Talk Time | Average Talk Time | |||
| 8505 - Service Desk | 5392 | 5036 | 356 - Calls |
We reported to our customers a short fall of 2,131 Serviced Calls! First report 2905 Serviced, second report 5036 Serviced.
I know reporting for Call Centres is very limited, but this is really bad. What do others do, do you all leave agents in the queues forever, just in case you want to report on data in the past?
