Counts in real time data (for example CallsHandledTo5) do not match up with counts in the historical interval records (for example, CallsHandled) because the real time data is moved to the historical database at the end of each half-hour interval.

Consider this example: at 8:55 a call comes into the contact center and is answered by an agent.

• The real time count for CallsAnswered increases by one (+1).

• Between 8:55 and 9:00, the real time data shows the answered call.

• The answered call does not populate the Historical half-hour data until 9:00, when the 8:30 to 8:59:59 interval ends.

Counts that would typically match up for a day, such as CallsOffered and CallsHandled, might not always match up over specific intervals. This discrepancy occurs because the counts for some data elements might be increased across boundaries.

Consider this example: at 8:55, a call comes in to the contact center and is answered by an agent. The agent completes the call at 9:05.

• In the historical database, the call is counted as offered in the 8:30:00 to 8:59:59 interval.

• The call is counted as handled in the 9:00:00 to 9:29:59 interval.

• If you run a report for the 9:00:00 to 9:29:59 interval, it appears that tasks handled does not equal tasks offered for the interval.

You also might notice that tasks offered does not equal task abandoned + tasks handled for an interval. Tasks offered reflects the number of calls and tasks that were offered to agents in this interval, while tasks handled and tasks abandoned might include calls that were offered in the last interval and completed in this interval. Some historical report templates group statistics into "Completed Tasks" to indicate that the statistics represent all calls and tasks that completed in this interval.

In general, interval boundary issues are reduced if you run daily reports. However, if your contact center runs 24 hours a day, you might still notice discrepancies for intervals such as the 11:30:00 to 11:59:59 and 12:00:00 to 12:29:59 intervals.

You can expect double counting in Enterprise Skill Group reports when a call is queued to multiple skill groups on the same peripheral and those skill groups are associated with the same Enterprise Skill Group.

Do not compare Call Type reports to Skill Group, Precision Queue, or Service reports. Skill Group, Precision Queue, and Service reports might have statistics for calls that were routed directly to the ACD and not routed by Webex CCE.

Certain statistics are computed differently when Enterprise queues are used.

In Webex CCE with ACD environments, services define call treatment. All skill groups belong to specific services and, therefore, skill group data rolls up to the service. Reports for services provide call treatment information for all of the skill groups assigned to those services.

Call Type reports in Webex CCE primarily provide call routing statistics and contain no other call handing statistics, unless they used translation routing. You might notice that data for a Call Type and the skill groups or Precision Queues related to the Call Type through a routing script do not match. If a skill group or Precision Queue is used in multiple scripts, reporting for that skill group or Precision Queue includes data for all of the Call Types to which it is assigned. If a Call Type routes to multiple skill groups or Precision Queues, data for the Call Type is distributed among those skill groups or Precision Queues.