Unified CCX Supervision Real Time Reports showing different data than CUIC

[bradatbcass]

Hi, I've been struggling with why the real Time Reporting Tool is showing different call data than CUIC. An example from yesterday is RTR showing 2787 total contacts (screenshot taken right at the end of business day) and CUIC reports 2727 calls (CSQ Call Distribution Report ran at end of business day).

Why are there 60 extra calls showing in RTR? Are these transferred calls maybe, so two agents are shown as handling the call?

UCCX 10.6.1.11001-31

Thanks,

Brad

[jc12]

Maybe a combination of transfers and short Short Calls? 

Just a thought.

[bradatbcass]

Just wanted to report that I figured this out. The difference is in "contacts" vs "calls". I ran other reports and found that we had 60 instances of a call being presented to an agent, and that agent did not pick up. The call bounced back into the queue and was subsequently handled by another agent. So in each instance of this there was multiple "contacts" for only one "call"

Brad