We use two reports, The Agents in Queue Statistics and the Queue Performance Overview report. There is a difference occasionally between the two "answered" and "serviced" Columns that I believe shouldn't exist. Attaching pictures here you can see that x137 answer 19 calls in the AIQS report but Serviced 20 in the QPO. There is also a difference in time. in pulling up all calls during that time I can't find a call that matches the amount of time lost and can't identify what would cause a call to show up in one report but not the other. Does anyone know the actual difference between the two statistics?
