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 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 half-hour data until 9:00, when the 8:00 to 8:59:59 interval ends.
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 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.