Misleading/confusing call stats in reports

[NiallB]

Hi folks,

I've been trying to put together some reports for management on the performance of our helpdesk call answer rates, and came across something strange. The "Queue Answered / Unanswered Calls" graph flagged one day as having 45 unanswered calls vs 40 answered. On drilling down to the hourly reports for that day I got the following graph:



I then tried to get a report of all calls that went to the Helpdesk queue (xtn8000) and got this:



How is the system reporting 9 unanswered calls when there were only two calls that hour?

The queue has 1-4 agents signed in at at any time depending on breaks/meetings, is using Polling Strategy: Ring All and goes for 15 seconds before retrying - is it registering multiple attempts to call each agent before one of them picks up?

Any help or guidance would be appreciated so I can put together some useful reports.

 

[sdg]

Hi

The bracket for the 5 answered calls and 9 unanswered calls is between 12PM - 01PM, not the 1PM - 2PM you searched on.

Kind regards

 

[NiallB]

Well, that makes more sense then - thanks for the clarification!

Having pulled the correct stats I can see the 9 missed calls, but it is only actually 7 callers (well, one person five times - thanks for messing up our stats, pal!)

Our call flow sends incoming calls to the "Helpdesk" queue initially and then to an "Overflow" queue if not answered within a fairly short window. If a caller gets put through to the second queue before hanging up, 3CX is counting that as two missed calls. Is there a way I can configure the call flow to give more accurate stats while still maintaining our overflow functionality? We're on V16.0 update 4.5