Reporting - Call Type and Skill Group Reports: Calls Offered for Call Type does not seem correct over a half-hour interval

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Calls Offered for Call Type does not seem correct over a half-hour interval

Problem Summary Calls Offered for the Call Type reports is calculated as Calls Handled + Calls Abandoned + Return Busy + Return Ring + Default Treatment + Network Routed + Overflow Out + Call Errors + Announcement Calls + Short Calls. However, in a half-hour interval, this equation might not provide the report value for Calls Offered.
Error Message None
Possible Cause Calls might change state in different half-hour intervals. For example, if a call is offered at 10:59 AM but is not handled until 11:01 AM, the Call Type data for the 10:30:00 to 10:59:59 interval is incremented for calls offered, but not calls handled. Calls handled is incremented in the next half-hour interval.

Note: Some of the call statistics (such as Handled) are incremented only if the call is translation-routed.

Recommended Action None required
Release Release 7.5(1) and 8.0
Associated CDETS # None.

Rating: 0.0/5 (0 votes cast)

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