Robert,
Thanks for weighing in on this, but you mentioned that the second used
nAnswered but it uses
nAnsweredAcd. According to the data dictionary and "canned" reports from I3, this is the number of ACD related queue interactions that were
answered by the agent. Hence my confusion. :confused:
Thanks for the effort! Sincerely appreciated and hopeful that the answer has yet to reveal itself. :)
-J