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Agent Contact Handling Volume – Daily Report.

Nov 24, 2016 at 10:18 AM

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Former Member

The reports below show an agent-specific volume statistics over emails channels and time period.

I have a situation where by an agent was Allocated 18 emails and Handled 19 emails in a same day (22.11.2016).

May you please assist explain what could be the main cause of the discrepancy, because I was expecting a situation whereby the agent can handle 18 emails or less than the allocated and not more, however in our situation the report display more handled than Allocated.

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