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