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CMS supervisor R17 report

  • 1.  CMS supervisor R17 report

    Posted 06-21-2016 08:16 AM
      |   view attached

    Hi all,

    Has anyone come accross this issue where with the below attached report which is titled “Call Profile W Abandons” under the real-time integrated reports tab?

    If you refer to attached or below screenshot, you will notice that Avg Aban Time is reported for 1:34 for the iTR E Trading s574 split/skill. However, the total abandon calls is 10 which occurred within 0-5 secs? So why is there a discrepancy here? Does the 0-5 seconds column capture how far apart are the abandon calls are rather than the actual abandon time? 

     If anyone can help with this, that would be greatly appreciated! :)

  • 2.  RE: CMS supervisor R17 report

    Posted 07-01-2016 07:35 AM

    It looks like it is a custom report and there is a problem with the way the calculation was set up.