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-   -   Counter totNConv<-DCExt vs totNNew<-DCExt (http://support.avaya.com/forums/showthread.php?t=11449)

bennylu 05-11-2016 09:11 PM

Counter totNConv<-DCExt vs totNNew<-DCExt
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 05-23-2016 02:33 AM

do the agents use pick up functions?

bennylu 05-24-2016 12:57 AM

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

kalpanaautade 05-24-2016 02:16 AM

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

bennylu 05-24-2016 04:44 PM

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

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