Avaya Support Forums  

Go Back   Avaya Support Forums > Contact Center Applications

Thread Tools Search this Thread Display Modes
Old 11-09-2012, 11:19 PM
c00lc0le c00lc0le is offline
Aspiring Member
Join Date: Nov 2012
Posts: 1
c00lc0le has 10 reputation points
Default ECH & ACDCALLS - Not Tying Out

Our reporting team is trying to tie out the ACDCALLS in the hVDN data to the number of rows with agents in the ECH table. Even when we only look at Disposition 2 where ANSLOGIN is populated, we have a higher number on ECH than what CMS shows using the hVDN tables. Thoughts anyone?

Reply With Quote
Old 02-04-2013, 01:33 PM
richchandler richchandler is offline
Hot Shot
Join Date: Feb 2010
Location: UK
Posts: 23
richchandler has 10 reputation points

Have you counted just the calls to the disp vdn? Remember this shows all calls and where an agent places a consult or transfer or a call in wrap these are also shown. However not all of these will count to hand calls.
Reply With Quote

acdcalls, ech, hvdn, mismatch

Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

All times are GMT -7. The time now is 07:50 AM.

This Forum is provided solely for the use and convenience of Avaya customers and partners. Use of the Forum is subject to the Terms and Use and Privacy Statement found at www.avaya.com. No other use is permitted. The Forum including all content posted is “AS IS” and Avaya expressly disclaims all warranties and/or guarantees as to its accuracy, reliability, usefulness, quality or non-infringement of intellectual property. Avaya reserves the right to remove any content posted on the Forum at any time and for whatever reason.

Avaya will not be liable for any content posted on this Forum, including, without limitation, any errors or omissions or for any losses or damages of any kind incurred as a result of use or reliance on any content, regardless of its origin.

You expressly understand and agree that you assume all risks associated with use or reliance on this content.