Agents in Queue Statistics vs Queue Performance Overview

[AbigailDB]

I have two reports that seem like they should have equal statistics. As you can see from the dates and times they are identical. I've confirmed they both have the "Drop 5 seconds or less" calls box.
Not only is extension x102 showing more calls answered than unanswered in the AiQ statistics report vs more calls unanswered in the QPO report, but x137 has two different answered call amounts, which doesn't seem like it should be possible to interpret what they count differently, calls answered from the queue. I have to assume these reports somehow count calls differently but there is no documentation on how. I'd love some more detail on how these two reports get their data.




Please let me know if I can give any more information. This is currently in v18.

 

[Alphabetic]

have you done a call report for the day and counted the calls taken by 137

 

[AbigailDB]

Rather than looking at a whole week I did find one particular day where x137 was off by two.


I then did do a call report of x137's external answered calls. The call report shows 19 answered calls, and all of them were from the 825 CSR CQ.
I thought maybe if there were two calls from the same number maybe it would count it as one call but there were no duplicate numbers. (I'm grasping at straws here)
It seems like the Agent's in Queue Statistics is just... wrong. But I would kill to know why.