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Created by: Shane DAgostino on 11-09-2012 09:26:13 AM
I'm looking at an Enterprise Skill Group Historical report, and noticed that RONA calls are included in the Total calls calculation. In other words, Total = Aban + RONA + Handled. Can anyone help with an explanation on:
1. Why is RONA included in the Total calculation?
2. Theoretically, RONA calls are redispatched to another agent in the skillgroup. Does this mean that the RONA call will appear twice on the report (in the RONA field as well as either the Aban or Handled field)?