Thread: Call Center
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Old 01-10-2011, 03:12 AM
ramyab ramyab is offline
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Default Bcmrd

Hi Troy,

The way in which BCMRD calculates each filed is different to CMS and this differs even from report to report.

To answer your question, Calls offered is the total number of completed calls that accessed the VDN/Split during the current interval. This calculation is:
CALLS OFFERED= ACDCALLS + OUTFLOWCALLS + BUSY_DISCONNECT + ABN CALLS

Calls that are outflowed, that were queued to another split/skill and were handled in that split/skill are also included in the calls offered which make the "Calls offered" >= "ACD Calls".

Hope this cleared your query. Let me know if you have any further queries.
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