Hi again folks.

Can someone please once and for all answer this burning question that never seems to come to a close.

What is the difference between Application and Skill?

The reason i ask is that on a weekend (for example) one of our lines showed calls coming in at application level but not skillset level. Now, i say the MI team should not report on the application but on the skillset as this would give more accurate service level\abandon rate etc.

The client would have received a closed message but why is the call showing still at application level anyways?

Hope all this makes sense.

Kind Regaards and Thanks in Advance as Usual.

Lee