Workforce Engagement Management

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  • 1.  Discrepancy in PC3 Dashboard & Intraday answering

    Posted 08-28-2024 11:31

    Hello, 
    I have a question regarding different results when I compare the same queue in Intraday vs Workspace.

    Below you can see the differences:
    Offered: Intraday 943 vs 950 Workspace
    Answered: Intraday 885 vs 887 Workspace
    AHT: Intraday 673s vs 10m20s (620s)
    AHT is where I can see the high discrepancy.

    This is the same queue in the same day.

    Intraday

     Workspace

    Regards,


    #WorkforceManagement

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    Leonel Gibin
    eDreams International Network, SL
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  • 2.  RE: Discrepancy in PC3 Dashboard & Intraday answering

    Posted 20 days ago

    Were you looking at this in real time or historically?  Also, did you have any open interactions the carried over the next day?  Another factor is that Intraday is recorded in 30-minute intervals where the workspace is real time for that any period and interval.  Let me know.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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