I have a performance report that looks at all extensions calls from yesterday and is sent Tuesday through Friday in the morning.
Today’s report (4/1) that looks at yesterday’s numbers (3/31) is way off on the users page. One extension is showing total handle time of 5 minutes, but then when I click on their name to look at their calls the third to last call from yesterday is 8 minutes and they have multiple other calls that alone are more than 5 minutes.
This report uses the following columns EXT, Total Calls, Avg. Calls/Day, # Inbound, # outbound, Total Handle Time, Avg. Handle Time.
Is there some way to fix, am I using a wrong column, was there some sort of outage? Not sure what’s happening here as this report has been accurate as far as I am aware of until today’s report/yesterdays calls.
