Incorrect statistics from Q

[Alphabetic]

Hello support

i've got a customer on 20 U3 B806.

They're questioning me on some statistics which Im so far unable to figure out.

They had an agent logged in to the Q for their shift, they calls taken is correct but the abandoned calls seems too high and I cannot figure out where this statistic has been pulled from.

Time period in question is 9th Nov.

Q statistics reset daily at 7am.



If I run an abanboned queue call report for 9th and filter this extension and agent state "logged in" then it returns 32 records which to me would be the accurate statistic that should be shown in the view above. Even If i take polling attempts of 107 and *32 it doesnt equate to 262.

Detailed Q statistics for 9th show there were 150 total calls and 70 abandoned.

If I run the same report over 8-9th to cover the 7am stat reset then its 325 total and 161 abandoned and thats from 00:00 to 00:00.

The only correct statistics is the time talking and calls taken.

help please?

 

[NicholasP_3CX]

They are pressing the reject button when its ringing their extension!

They really dont want to takew those calls!

 

[Alphabetic]

This would make sense, i dont know why they'd waste energy pressing it all that many times.

So you're saying out of the 32 abandoned calls, 230 have been rejected

 

[NicholasP_3CX]

No, that was the amount of times the reject button was pressed. There might even have been multiple times the button was pressed PER CALL. This is NOT indicative of the number of calls, but the number of times this button was pressed.

 

[Alphabetic]

yeah thats what I meant, just worded it pants. We at least that solves that and I can move on to better things