Reports not matching in queue reports

[HamzehZ]

The number of answered calls in Agent queue statistics does not match the Call Log, for below is a screenshot of the case

as shown the number of answered calls is 8 in the Agent Queue Statistics Report, and there are only 5 calls shown in the Call Log report, can anyone explain what happened?

 

[Alphabetic]

Interesting one that, have you got anything set like reset statistics or anything? When they did they start taking calls? If you do a custom to go a bit futher back does it cover it? Also, you've got a few mobile numbers still visible in there.

 

[HamzehZ]

Thanks for your reply, please see my answers:
have you got anything set like reset statistics or anything? No
When they did they start taking calls? you mean office hours?
If you do a custom to go a bit futher back does it cover it? yes, I filtered on the same day and for 2 days, it's not matching
Also, you've got a few mobile numbers still visible in there. thank you for letting me know, is there any way to remove the screenshot

 

[Alphabetic]

Thanks for your reply, please see my answers:
have you got anything set like reset statistics or anything? No
When they did they start taking calls? you mean office hours?
If you do a custom to go a bit futher back does it cover it? yes, I filtered on the same day and for 2 days, it's not matching
Also, you've got a few mobile numbers still visible in there. thank you for letting me know, is there any way to remove the screenshot

You can edit your post.

what build are you running?

 

[HamzehZ]

You can edit your post.

what build are you running?

Type Enterprise Annual Version 20.0 Update 3 (Build 806 Release)

 

[Alphabetic]

Are you able to log in to that ext and check their call history?

 

[HamzehZ]

yes dear, but the user is integrated with MS Teams, and she received her calls on Teams app not 3cx ap, so it's kind of hard to track the calls from teams history

 

[Alphabetic]

I believe the call should still be logged in their 3CX app, it's worth a look

 

[HamzehZ]

I checked the call log from the user side, it's 5 calls as Call Log report, and FYI today we faced the same issue and I found the the call is logged in MS Teams portal but not found on 3cx portal, also in call log it's not found

 

[HamzehZ]

any thoughts here??