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Old 05-11-2016, 09:11 PM
bennylu bennylu is offline
Join Date: Mar 2011
Posts: 221
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Default 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.
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