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Old 01-28-2019, 02:13 PM
gawadn gawadn is offline
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Join Date: Jan 2019
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Default Calls answered and showing talk time of 0 seconds

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.
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