Customer is pulling two different reports ā 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:
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Application Summary Report
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Called Number
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Calls Presented
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Flow-In
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Flow-Out
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Calls Handled
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Calls Abandoned
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1234
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169
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0
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19
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126
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43
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Contact Service Queue Activity Report
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Calls Presented
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Calls Handled
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Calls Abandoned
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Calls Dequeued
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Calls Handled By Other
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140
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107
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11
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22
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0
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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...
