Counter totNConv<-DCExt vs totNNew<-DCExt

[bennylu]

According to the description, totNNew<-DCExt is the number of incoming calls to the agent directly and totNConv is answered calls.

In theory totNNew<-DCExt should be greater than or equal to totNConv<-DCExt. Is it right? However I get higher totNConv<-DCExt occasionally in my report.

[kruegerb]

do the agents use pick up functions?

[bennylu]

Not 100% sure but please tell me anything could affect the figures e.q. pick up, transfer, etc.?

[kalpanaautade]

For Transfer and consult, there is no difference for totNConv<-DCExt and totNNew<-DCExt counter.

[bennylu]

So only pickup call would add more instance? Does the agent pick up someone else direct call make the difference?