CSQ vs Application Summary

[jdietrich1]

Can someone explain to me the difference between these two designations? When I run the Application Summary for a customer in Historical Reports, I get different call stats then when I run a Contact Service Queue report for that same customer. Ideas?

[lpezj]

Hi,

One main reason is that the Application Summary report shows all the calls that have been managed by an Application, all type of calls: answered, abandoned before queued, abandoned in queue, queued, dequeued, etc.

The CSQ report show all the calls that have been send to a specific CSQ, and, for example it doesn't count calls abandoned before queued on the CSQ. You can send calls to a CSQ from different applications, too.

Hope this helps,

Juan Luis