I hope someone can help me out here. After upgrade to Liberty Converse, we have found that on many occasions stats do not match each other. We would expect that emails processed will more or less match the activity codes, number of interactions, completed by agents and queued vs completed reports but this is not the case on Liberty 5. It seems that every stats we run on emails shows different figure. Therefore, we are not sure which one is correct as there is no ultimate figure that we can report on.
It’s similar on calls i.e. we had 179 calls queued today and we have answered 80 of them, the rest were abandoned by the customers after the phone message but 172 of them were within SLA. The SLA should not be based on the calls answered?
Calls Within SLA / Calls Answered x 100 = SLA
Thanks in advance for all your help.