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Old 05-11-2016, 09:11 PM
bennylu bennylu is offline
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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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Old 05-23-2016, 02:33 AM
kruegerb kruegerb is offline
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do the agents use pick up functions?
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Old 05-24-2016, 12:57 AM
bennylu bennylu is offline
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Not 100% sure but please tell me anything could affect the figures e.q. pick up, transfer, etc.?
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Old 05-24-2016, 02:16 AM
kalpanaautade kalpanaautade is offline
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For Transfer and consult, there is no difference for totNConv<-DCExt and totNNew<-DCExt counter.
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Old 05-24-2016, 04:44 PM
bennylu bennylu is offline
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So only pickup call would add more instance? Does the agent pick up someone else direct call make the difference?
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