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Old 07-27-2016, 01:07 AM
bucky101 bucky101 is offline
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I need to calculate a percentage of calls answered within 30 seconds. This is TSF
However my TotNNew/TotNIncome is less than my TotNTSF
My TotNConvWait=<30 is also less than my TotNTSF+

When I run a CDR report for the previous day, my ToTNNew/TotNIncome matches the amount of records in the CDR report. So where are these additional calls used for the TSF coming from??
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Old 08-10-2016, 06:23 AM
kalpanaautade kalpanaautade is offline
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If Agent not answered the call and get routed to another agent who answered within threshold then totNTSF will be 2 and totNTSF+ will be 1. That is how calls will not match with totNNew.
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