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BCM Reporting numbers are wrong?

Good day,

I 've faced some strange numbers in BCM reporting, for example

i can not guess, how these percentage is counted, all number are wrong....or i do not understand them.....

107 arrived 94 = could not be 90% anyhow

other numbers seems to be right

Guys, any ideas,

can i reset statistics

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  • Best Answer
    Posted on Dec 14, 2012 at 08:28 PM

    Hello, Leon.

    No needs to reset statistics. Because everything is fine with it.

    Accordingly to Reporting User guide:

    Handled % => Handling percent. Calculated with the formula 100% * Handled /(Incoming - Service_Closed - False_Attempts).

    You didn't count False Attempts. As far as they can never be handled (just because they are "false attempts") then system always doesn't count them. So in your case the formula will be:

    The first row (14:15): 107 arrived minus 2 false attempts = 105. Then 94 handled is 90 % of 105.

    The second row (14:30): 107 arrived minus 12 false attempts = 95. Then 85 handled is 90 % of 95.

    The same applies to SL.

    Hope this clarifies your doubts.

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