Queue Performance Overview VS Call reports

[rldv9281]

I need some help explaining a difference in answered/services calls when comparing the Queue Performance Overview and Call reports. When generating a Queue Performance Overview report over a custom range of a month we can see that a specific agent has serviced 50 calls in queue "123 - Queuexyz" . We want to know which callers were actually served so we generate a Call report over the same custom range of a month and leave all other values default. Now when we apply a filter in the Call report file in Excel for column "Reason" to show only rows that equal "Q Queuexyz (123) replaced by Jane Doe (456) we are presented with only 13 calls instead of the 50 served calls shown in the Queue Performance Overview report. What could be the cause of the difference? Are we interpreting "serviced" in an incorrect manner? Is there a different report that can show the call details of the 50 serviced calls by the agent in the queue?

 

[jed]

@rldv9281

The 50 calls, might very well be because the Agent is part of the Queue, but didn't pick up the all calls. The Agent counts due to the membership in some reports.

We have been trying to explain this in our JEDWare documentation here and look for "Second example".

Hope this might explain why, and help you ahead.

EDIT: The Queue Performance for eg 1 queue tells you, how many calls were received by the queue, and how many calls were serviced by the Queue Agents, which should be OK. It also tells you the number of polls which I believe can be translated to how many times a given agent has been "ringing" based on Ringtime in the queue. So here you can easily have many more Polls, that you have calls, if one or more agents are not picking up the phone.

EDIT 2: Absolutely best 3CX report to see all, is the standard Call Report, and if you save this as .CSV file, you will be able to filter all, to your needs.

 

[rldv9281]

I forgot to post the solution to my problem. It seems that the inconsistency was caused because the call report reached the maximum number of rows that can be generated. I had to increase the "REPORT_ROW_LIMIT" (change at your own risk).