Skill summary call handled count is not tallying with TCD.

[Ritesh Desai]

Hi folks,

Am trying to verify the skill summary (transitional reports historical) "callshandled" count with TCD but is not tallying. Just need your folks expertise in correcting my calls handled formula.

In TCD, am filtering columns with SkillgroupSkilltargetID, RouterCallKeyDay, Call Disposition, InstrumentPortNumber, Variable1 columns.

- SkillGroupSkillTargetID - filter with specific skill.

- RouterCallKeyDay - filter with specific date callkey.

- CallDisposition - removing 1-6 call abandoned disposition codes.

- InstrumentPortNumber - Remove NULL values.

- Variable1 - Remove NULL values.

Still I see the difference.

• Calls handled count - 8000
• TCD count - 7970

As per Cisco, the summary count is calculated in 15min or 30min interval. If the call answered at 11:59pm and ended on another day at 12:05am, in TCD the call will be tagged for day1 with day1 RouterCallKeyDay. That call willl be available in day1 TCD? please clarify.

regards,

Ritesh Desai.