If an interaction is presented to an agent, and is not rejected by the agent manually but is instead rejected by the system once the offering time expires, the interaction is not counted as a rejected interaction in the system.
Filtering agent activity by channels is not supported in this release.
Interactions within our system that are not assigned to a queue are only visible within the Agent Interaction - Call Summary report (such as outbound calls not assigned to a queue, inbound calls directed to agents, and so on), while all other reports display only metrics for interactions assigned to a queue.
Outbound agent calls that are executed without a queue are not included in aggregated reports (except for Agent Interactions - Call Summary).
If the agent rejects an outbound call (when the call is presented to the agent before dialing out), it is not always tracked as a rejected call.
Customer calls made directly to agents (direct agent calls) are not counted in aggregated reports.
The wrap up codes filter in the Agent Interactions - By Wrap up Code report includes all the transaction codes and outbound phone codes defined for the current tenant. These codes are not filtered out when selecting a specific agent group, neither according to the active/inactive status set in Configuration Manager nor by whether the codes were deleted or not.
The Entered metric in the Queue Interactions - Abandoned report is incremented in the next interval as well, in case the interaction is presented while moving from one interval to the next. When the data is aggregated, the metric displays only a single interaction.
The Presented metric in the Agent Interactions - Summary report is incremented in the next interval as well, in case the interaction is presented while moving from one interval to the next. When the data is aggregated, the metric displays only a single interaction.
Interactions that are wrapped up at the current moment in time become visible in aggregated reports within 15 minutes from the time the interaction ends.
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