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Old 03-15-2017, 08:40 AM
evargh evargh is offline
Join Date: Jan 2016
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Default IPOCC Incorrect Agent Report

I have created 2 agent groups and assigned agents to the group.There are 2 agents needs to be assigned to both the AG.
These 2 agents are signed on to both groups and they are receiving calls on both AG.When i generate AG reports, for these two groups, it shows identical data for both agents and not filtered by the Agent Group.For example, agent got 2 calls to AG1 and other 2 calls to
AG2. When i generate report for Agent Groups, expecting 2 inbound calls for the Agent in AG1, 2 inbound calls for the same Agent in AG2. But what i am getting is
4 inbound calls in both the AG report.Can anyone please help?
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Old 03-16-2017, 12:42 AM
kruegerb kruegerb is offline
Join Date: Oct 2013
Location: Stuttgart-Germany
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The report is correct. The report gives the number of calls for the agents contained in the AG, and this is 4.
It is not a good idea to use ag report to get the information. Better: make a agent or team report with number of calls broken down to topic or AG.
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ipocc report

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