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Originally posted by rockers333;31948Hello All,
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
Originally posted by rockers333;31952Thank you Ryan for the information. It was very helpful.
One other question I had was - Statistics are available for user , workgroup and roles level. I would like to know which take precedence. Ex: Statisitcs present at user level and workgroup level for the same user are not the same.
Originally posted by rockers333;31954Ryan Thank you.. I would like to know if there is any document or where is this information available so that I also can refer to learn more.
Originally posted by rockers333;31991Hello Ryan,
I have few more question. What if we delete those default profiles and keep only a single profile? How would the system behave and how would it work?
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