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-   -   Contact reports do not match (http://support.avaya.com/forums/showthread.php?t=2414)

wilsone 01-17-2013 11:56 AM

Contact reports do not match
 
Hello all,
We have an older call center which works OK. Recently, I attempted to identify ACD and abandoned call stats and discovered that my agent skill summary report for ACD calls does not match the VDN number report.

Anyone have a clue for me to investigate?

Thanks,
TCC

richchandler 01-31-2013 07:19 AM

Which measures are you attempting to add up? VDNs and Skills are not apples and apples. Your VDN can queue to multiple skills and the skill can be called directly or via multiple VDNs.

A copy of both reports would be helpful but this assumes you are 100% sure that the VDN always queues to the skill (what happens Out of hours, holidays, emergencies) and that the skill is never called directly or via another VDN.


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