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Why are the sums from FactCEMAgents and FactCEMContacts differing

Jun 05, 2017 at 12:40 PM

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Hi there!

Im still trying to figure out why I'm seeing noticeable differences in reporting database results.

Currently I'm focusing on the number of handled inbound calls per agent. For example let's look at the agent with primary key of 8.

In FactCEMAgents she has number of handled calls of 631 for April. Taking the same data from FactCEMAgents I get 616.

FactCEMContacts:

FactCEMAgents:


Am I filtering the contacts wrong or is somethingf wrong with the system's statistics gathering?

Br,
Jaanus

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2 Answers

Tomi Halmela
Jun 12, 2017 at 12:17 PM
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Hello Jaanus,

The is not necessarily anything wrong. The reason for different figures are the different points of view: Agent vs. Contact.

The same contact can be “handled” by several agents. It is still the same contact when it is first “handled” by an agent and forwarded to another agent who also “handles” it. A contact can also be “handled” by forwarding to another service queue after timeout, without any action by an agent.

Try to find a smaller set of contacts where the figures mismatch and go through the detailed contact history to see what happened during the contact life cycle and what causes the difference.

Kind Regards,

Tomi

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Lasse Malinen
Jun 13, 2017 at 01:08 PM
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In addition to Tomi's comment, please also clarify the used cctr version, so it is possible to check if there is any difference in that regard.

BR,
-Lasse

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