Different talk time in reports (UCCX)

[j.huizinga]

Hello 

My customer runs two reports over the same time frame: Agent All Fields Report & Detailed Call CSQ Agent report. Both have the column "Talk Time"

Both reports don't have the same Talk Time, the Talk Time in the Agent All Fields report is higher. In my LAB I created some calls with UCCX and one agent, after about 3 calls the Agent All Field Report had already 4 extra seconds compared with the Detailed Call CSQ Agent report.

I can understand over a whole day with a 100 agents and thousands of calls can get quite some differences

Is this normal?

UCCX 12.5 SU3 and CUCM 15

Any idea?

Thanks

[Jerrytech1]

It looks like the Agent All field is adding the Reserve Time to Talk Time. Weird. Never noticed.

[j.huizinga]

Don't think that is it, in the Agent all fields report is a separate column for reserved time. And after some testing in the LAB I can say that reserved time is not added to Talk Time. What is happening that after a two short calls there is already a difference of 2 seconds between All agents Talk time and Detailed Call CSQ Agent report

[bill.king1]

Did you look in the report guide to see how those fields are defined for those two reports, in case it is not the same for instance?
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_12_5/user/guide/uccx_b_unified-ccx-reporting-user-guide-125/uccx_b_unified-ccx-reporting-user-guide-125_chapter_0111.html