You may notice discrepancies in report data if you are comparing counts between real time and historical reports or comparing counts across interval boundaries.
Counts in real time data (for example CallsHandledTo5) do not
match 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 interval.
example: at 8:55 a call comes into the contact center and is answered by an
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 interval data until 9:00, when the 8:00 to 8:59:59
Counts that would typically match for a day, such as
CallsOffered and CallsHandled, might not always match 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
In the historical database, the call is counted
as offered in the 8:30:00 to 8:59:59 interval.
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.
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