Hello Community,

I need your help :)

I would like to investigate where do the differences between parameters (marked into below screen) come from? I know there are taken from different database column. But maybe someone from you know what make these numer different? And which is proper to count the real interaction per agent?

thank you in advance for your kind answer



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Joanna Mroz
Dolfi1920 Services Sp. z.o.o.
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Hi Joanna,

The User Productivity Report is looking at ACD Interactions: Interaction Reporter Help - User Productivity

while the User Call Summary is looking at all interactions: Interaction Reporter Help - User Call Summary

Hope this helps.

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Scott Williams
Missouri Higher Education Loan Authority
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Original Message:
Sent: 09-05-2018 08:09
From: Joanna Mroz
Subject: User Productivity Summary vs User Call Summary

Hello Community,

I need your help :)

I would like to investigate where do the differences between parameters (marked into below screen) come from? I know there are taken from different database column. But maybe someone from you know what make these numer different? And which is proper to count the real interaction per agent?

thank you in advance for your kind answer



------------------------------
Joanna Mroz
Dolfi1920 Services Sp. z.o.o.
------------------------------