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Former Member
Mar 15, 2013 at 06:27 AM

BCM Reporting - Data Difference

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Hello everyone,

Question about reporting BCM 7.0 - there is a difference in data in 2 reports:

- Agent - Contact Handling Time per Queue (field Contact Handling Time - Total Handling Time)

- Agent - Work Done (field Contact Handling Time - Talking Time (In))

Is it 2 different measures? If yes, how are they counted?

Thanks in advance.

Attachments

Work done.jpg (226.2 kB)
Work done.jpg (226.2 kB)
Handling.jpg (196.4 kB)
Handling.jpg (196.4 kB)
Handling.jpg (196.4 kB)
Handling.jpg (419.7 kB)