UCCX CUIC reporting confusion

[nilotpald2]

I have observed that some days UCCX CUIC reporting Call presented in Agent level is higher than call presented in CSQ. I am wondering how it can be possible. Does anyone have the same issue or it is normal behaviour?

CSQ
Calls Presented	Calls Handled
91	90

Agent Level
Calls Handled	Calls Presented
90	92

[rikardkrvaric · Accepted solution]

If a call is presented to Agent 1, and Agent 1 doesn't pickup, the call is then presented to Agent 2... 

That's 1 call, being presented twice.

I believe...

[nilotpald2]

Yes you are correct. I have checked the report one agent did not answer 2 calls and after ring no answer time over those two calls presented to other agents. Thanks