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Joined: Apr 2010
Posts: 4
Member
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OP
Member
Joined: Apr 2010
Posts: 4 |
Newbie question with Inter-Tel Contact Center Suite 4.1.
I'm trying to determine how many calls on a monthly (or daily) basis each operator answers based on: - Hunt Group Calls - Direct Dial calls (to operator's extension)
I've run 2 reports in Reporter Pro (4.10.0012): - Calls by Agent (which appears to accurately reflect Hunt Group Calls answered) This appears to be straightforward. - Calls by Extension: I'm not sure I'm interpreting this correctly.
In Calls by Extension, the "InEnd" column almost always shows a higher number than the "Calls by Agent" report. This cannot accurately reflect the number of direct dial calls because our operators answer many more Hunt group calls than direct dial calls. I initially thought that the "Calls by Extension" report included the calls answered from the Hunt group. But this would mean that many operators are receiving only an average of 2 direct dial calls per day, which is too low. Can anyone offer assistance?
Thanks,
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