Hi there, I have been cross referencing the canned reports of my agents and call center and i am finding that there is a large discrepancy between the reports, specifically the agent interactions report, the agent metrics report and the supervisor/ agents dashboard.
Given that the reporting is so critical to running an effective contact center is there a way for a greater emphasis to be put on the improvement and development of an accurate reporting model.
Currently i am seeing variances of up to 3min in AHT between reports, which in our business equates to 1.5 extra persons needed or not needed in the center.
Is anyone else seeing such differences? I have loaded a support ticket (2/15/17) and am still waiting on a response.
Regards
Jason