Inconsistency between % serviced calls in 2 reports

[AlainC]

Hi everyone,

I have looked in several places for information about my problem but couldn't find it, I hope someone will be able to help me !
I have a call queue for Sales which is in the first position after my IVR. All of the non-customers calls go through this IVR and are transferred to the queue.
The Call Queue has a polling Strategy which is "Fewest answered" and set to poll 10 seconds each extensions. I need to carefully track the % of calls that are picked up by the persons logged on this queue obviously, but I come across a little inconsistency between 2 reports I need to understand or correct.

Here is some data for a given day :

• In the Agents in queue statistics reports, one extension has a "% of calls serviced" of 68% with 13 answered calls.
• In the Queue performance overview statistics, this extension shows 13 answered calls (this is consistent) and 3 unanswered polls. My understanding here is that the calculation of % calls serviced should be : 13 serviced calls / (13 serviced calls + 3 unanswered polls) = 81,25% (inconsistent with the previous figure). Am I missing something here ?

Thanks in advance for the help !

 

[VasilisV_3CX]

Hi @AlainC,

I've run the same reports after purging my call history and attempting to reproduce this. Could you maybe PM me an upload of your reports (if they're not sensitive) as my tests render the exact results expected.