CUIC Call Type Skill Group Monthly Historical vs Call Type Historical All Fields

[btanjutco036]

Hi Everyone,

Just wanted to get assistance on what exactly the difference between the "Offered" field  on the Call Type Historical reports vs the "Inbound" field on the Call Type Skill Group report is. 

Currently, I am running both reports against the same call type for the same date and time. However, I am currently getting different numbers.  I am constantly getting less calls on the "Offered" field vs the "Inbound" field. How exactly is the calculation made and where would those missing calls be coming from?

Based on the screen shots below I had 97 offered vs 103 inbound for the same call type. Where did those 6 calls go?

Thank you in advance,

B

[Omar Deen]

Those two are pulled from completely different tables. Your Offered column is from the Call_Type_Interval table and your Inbound column is from the Call_Type_SG_Interval table. These two tables calculate slightly differently.

[btanjutco036]

Hi Omar,

Understood that they are from different tables. However, the reason I ask is, I am currently trying to explain the two following reports to our business unit administrators. The likely question they ask is why the numbers are different and what is the difference between "offered" and "inbound" and I don't have a solid idea what differentiates the two other than they come from different tables but receives the same data.


Thank you,

B

[david.macias]

The way I understand this is. Inbound is how many calls hit the PQ. A call could hit the PQ and 1 second later hang up, but it still counted in Inbound. Offered is offered to an agent to answer. If the agent didn't pick it up then the call RONAs and it will be offered to another agent thus counting twice as offered.

david