Reporting from Contact Analyzer which provides call by call details extracted from CMS databases shows multiple skills calls as answered, however with a talk time of 0 seconds. Each call has relevant information such as queue time, answering agent, skill number, VDN and Vector number etc.
Is this a reporting error in Contact Analyzer which in turn gets call by call records directly from CMS? Or is this a discrepancy at the programming level in the vectors? How can a call be answered and have talk time of zero seconds?
Please provide any suggestions.
Is this a reporting error in Contact Analyzer which in turn gets call by call records directly from CMS? Or is this a discrepancy at the programming level in the vectors? How can a call be answered and have talk time of zero seconds?
Please provide any suggestions.
