Hi,
I am new to Mitel and somewhat confused with regards to overflowed calls out.
Looking at the call stats I have 'Calls In' = 196; 'Calls In Ans' = 178; 'Calls Lost' =14 & 'Calls Overflowed Out' = 4 (Total 196).
My questions is what/where are these 'overflowed' calls? - Currently the MI team are adding the overflowed calls to the answered figure thus inflating the percentage of calls answered. However when I have ran the "Calls List, Agent Specific Report" filtered by the same hunt group, I can see 199 calls in!, of which 178 are indeed answered. (21 show as not answered)
Would I be correct in thinking that the overflowed calls are included in the 'Calls In' figure (as they are represented due to not being answered the first time around)?
Thanks in advance, and apologies for the lengthy post!
Regards
