Inaccuracy in Call center reports

[Gopinath Sundaram]

Our clients using call center functionality had issues with the report inaccuracy especially with the call answered. There is a difference between the call answered captured in the wall board and the call answered numbers reflecting in the reports. Is this a common problem for other users?

Is there a way to captured the Away time, DND, Business Trip & Lunch status updates in the reports?

 

[ziead]

Is this a common problem for other users?

YES it is!
The numbers for answered calls in the generated reports are always way to low here - The numbers in the wall board seem however are higher and appear to be correct.
Did several tests and checked the report settings again and again - Looks like a bug!

This bug did not exist in v15.5. Wrong reports are generated since we upgraded to v16 in January 2020.