I need help with two issues.
1. The statistics for Agent Overview and Agent Detail in Interaction Supervisor are showing incorrectly. Agent Performance Summary for Queue data and Workgroup Monitoring Guide for an Agent do not match. Even while generating the reports in mid of the day they are not matching.
2. Under Workgroup Monitoring guide - Agent Statistics : what does Current shift, Current period , Previous shift and other timings meaning. Not able to find the definition of them anywhere..
thanks in advance