Our Customer Support Manager upstairs has noticed a disparity between the number of calls found in his HelpDesk 3rd party software app vs. the Shoretel Workgroup Agent Report, which shows a consistently less number of calls than HelpDesk.
We also checked the history in call manager of one workgroup agent. His call numbers are showing more than the calls in the report. We did take care to delete the calls that came to him via regular line, and only counted the calls from customers who called in via our toll free customer support number. The number of calls in his history showed more calls than the number of calls counted in the workgroup agent report.
I am wondering if this has been seen yet by anyone? We're running Shoretel 7; prior to this with 6.1 we had a couple of db errors but they were quickly corrected through compact and repair of the former JET database format, where as now we are running SQL db with ver. 7.
Any notices of trends with this problem, please let me know? And, of course, any suspected problems that are leading to this issue would help out a great deal.
We also checked the history in call manager of one workgroup agent. His call numbers are showing more than the calls in the report. We did take care to delete the calls that came to him via regular line, and only counted the calls from customers who called in via our toll free customer support number. The number of calls in his history showed more calls than the number of calls counted in the workgroup agent report.
I am wondering if this has been seen yet by anyone? We're running Shoretel 7; prior to this with 6.1 we had a couple of db errors but they were quickly corrected through compact and repair of the former JET database format, where as now we are running SQL db with ver. 7.
Any notices of trends with this problem, please let me know? And, of course, any suspected problems that are leading to this issue would help out a great deal.
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