Article ID: - Last Review: April 8, 2015
PROBLEM
In 7.1.2.0 we introduced a Short Outbound statistic to reporting. Outbound calls of 20 seconds or less are considered "Short Outbound".
In our Agent, and Agent Group Performance reports, the Outbound column now excludes short outbound calls from the count, however the total outbound time does not, leading to confusion.SYMPTOMS
When comparing an Agent or Agent Group Performance report from before 7.1.2.0 and after, you may notice that the Outbound count is reduced, but the total outbound time is not.
RESOLUTION
The report is being updated in our 7.1.2.1 release to properly calculate both the number of outbound calls and outbound handle time to include short outbound calls.
APPLIES TO
MiCC 7.1.2.0
Keywords: short outbound handle time report performance