I noticed this week that the calls offered increased in our call center by almost double.  This seems strange and unexpected.  How can someone go about confirming the data in the reports are correct?
#Reporting/Analytics

------------------------------
Heather Higginbotham
Cox Automotive Corporate Services, LLC
------------------------------

You might check to see if you are using callbacks that are not created with the callback tool and check for flow outs.  Compare answered with handled.  Also, add flow outcomes to the IVR and compare those with the offered.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 09-09-2021 16:01
From: Heather Higginbotham
Subject: Calls Offered seems inflated

I noticed this week that the calls offered increased in our call center by almost double.  This seems strange and unexpected.  How can someone go about confirming the data in the reports are correct?
#Reporting/Analytics

------------------------------
Heather Higginbotham
Cox Automotive Corporate Services, LLC
------------------------------