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Mitel Forums => Mitel Software Applications => Topic started by: Ryders on March 12, 2020, 11:51:06 AM

Title: Agent Group vs. Queue Group Performance
Post by: Ryders on March 12, 2020, 11:51:06 AM

Hello,

I am having some trouble interpreting report results from our ACD and I was hoping someone could weigh in on this. We have a queue group setup for our one ACD path that we use. We have one Agent group for all of our ACD Agents. We use this for our IT help line. So our agents are all answering calls from one line. When reviewing our Agent group performance by month our ACD calls handled number is lower than Queue Group Performance  by months calls handled number. Everyone of our agents answers calls for the one queue that we have so I can't figure out why those numbers are different. The numbers are only off by a few. I have attached an image of our results

Title: Re: Agent Group vs. Queue Group Performance
Post by: mark.vanderheijden on March 17, 2020, 09:11:47 AM

Hi,

So all the agents are in one ACD group? Or are there agents wich are in multiple ACD groups? This could cause this kind of reporting. (check the reporting documentation and in particular page 87)

Title: Re: Agent Group vs. Queue Group Performance
Post by: Ryders on March 18, 2020, 08:54:18 AM

All the agents are in one ACD Group. I will check out the documentation, thanks for the suggetsion.