I am trying to report on total calls in ICM now. I have 4 CVP Call Servers and the Inbound Calls average about 75 on all 4. So roughly 300 calls stay active on CVP all the time. I have looked Agent Real Time Report, SKill Group Real Time and Call Type Real Time and looked at active calls and calls queued now. I cannot get the numbers to match between CVP and queries I'm running in HDS.
Can someone explain to me what the INBOUND CALLS in CVP is counting? Unfortunately I don't currently have a CVP reporting server.