Reporting for hours

[perci100]

There have been some inconsistencies in reporting here and there , most of them can be overlooked but I am hitting a wall trying to explain one of them to a client.

Pulling the agent time report vs the Team performance detail report is about a 10 hour difference (Agent time vs Time). It looks like wait time is the difference beween the two. Can you explain what the best possible way to bill for LD ? (aside from straight from the carrier) also the most accurate way to pull Agent time on the dialer including pause/ wait/ dispo / dead ( i do not use the timeclock feature its hard enough getting them to log in and out of the dialer sometimes.)

A few points off is explainable but some clients want to know why , as I would. Any help is appreciated

Thank you,

[mflorell]

Agent time detail should be the most accurate agent time report, but there are reasons it can be off depending on issues like LAGGED logouts and system/network issues.

Using an OpenSIPs proxy or carrier logs are always the best way to bill for long distance.

As for timeclock, you can prevent agents from logging in to the agent interface if they are not timeclocked in.

[perci100]

ok perfect , that makes sense, thank you sir.

Ill have to look into using a proxy. Some carriers have a really nice interface for separating traffic etc. It seems the ones that actually get calls through don't though. it is certainly a chore finding a few good carriers. Thanks again.