Agents in queue report is different from detailed queue statistics

[DennisMurithi]

Might you know why the Agents in queue report is different from detailed queue statistics? report parameters are the same. Date, time, checked on the Dropped before 5 seconds option on both report options - Because we get our share of spam-ish type of calls, and/or wrong numbers, a certain percentage of calls drop quickly, during the beginning of calls - so when reporting on the Queue Stats, We use the "Exclude calls dropped before" for 5 seconds, as we do not consider these to be "missed" by the team.

 

[OlegR_3CX]

Exclude the option "Dropped before X seconds" and show us the outcome (can grey our the names etc, but make sure the number are there).
Make sure the date and time for both of the reports are the same.
Also, run the Queue performance overview to see the result there too.

 

[DennisMurithi]

Please See below:

https://pesapal.3cx.us:5001/managem...rmanceOverview_0808_07kwnXvHqtuQXrgRsgqF.html

https://pesapal.3cx.us:5001/managem...ueueStatistics_0808_6RcJkYCEaykTu2Zir4Lf.html

 

[OlegR_3CX]

the number matches 2198 in both of the reports.
you will need to remove the links from the public posts (next time you can put the screenshots)

 

[DennisMurithi]

Hi,

It's because I unchecked the exclude 5 seconds box. When I check the box, the numbers vary.

 

[DennisMurithi]

That wasn't the case before