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UCCX 10X CUIC Report Discrepancy - Explanation Help

SAN J
Explorer
Explorer

Customer is pulling two different reports – Application Summary Report and Contact Service Queue Activity Report. They are trying to match up the numbers between the two reports. I do understand CSQ is only a part of the application so typically the stats would be lower than Application level reports. A sample report has been pulled for both and is shown below using the exact date and time range:

 

Application Summary Report

 

 

 

 

Called Number

Calls Presented

Flow-In

Flow-Out

Calls Handled

Calls Abandoned

1234

169

0

19

126

43

           

Contact Service Queue Activity Report

 

 

 

Calls Presented

Calls Handled

Calls Abandoned

Calls Dequeued

Calls Handled By Other

 

140

107

11

22

0

 

         

 

         

 

                     

 

The UCCX script for this application is configured where we use a Dequeue step when voicemail option is chosen and then do a Call Redirect and Set Call as Handled when it  gets routed to the voicemail system successfully. Based on the reports pulled above, the Calls Dequeued in the CSQ Activity Report represent this number (22) and the Flow-Out is the one for the Application Summary Report (19). However, why are the Calls Dequeued higher than the Flow-Out? Can you kindly advise what calculation/formula is used between the two fields? Or perhaps there's certain scenarios that skew the stats? Just wanted to understand the difference and what calculation is used. TIA

 

Snippet/screenshot of the UCCX script attached...

 

1 Reply 1

jpino
Beginner
Beginner

i have same problem  in reports

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