Is there a way to confirm the Balanced Call Count form of distributing calls within an ACD is actually working?
I'm currently using Contact Center Suite for reporting. Agents within a queue are getting wildly different quantities of calls. I know there are a number of factors to consider, time on duty, time on calls, time in DND and the fluctuation of inbound call volume. But none of these reasons satisfy our CS Manager. She only see the total number of calls.
