On the Agent Metric Report. To get a agents total calls they handled on a given day. Do I add Callbacks plus the Voice ACD interactions? If so, this appears to be way off. No way some of my agents take close to 200 calls a day. Or is Callbacks just the number of how many of the Voice Interactions there were? So example: Voice ACD interactions was 100. Callbacks was 40. The 40 stands for out of the 100 interactions 40 were callbacks. Hoep this makes sense and thanks for the help.
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Jerod Bulin
Lone Star Circle of Care
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