Data Reconciliation between Reports
This appendix explains the differences between reports in Unified CCX. These differences are not limitations of the product but are inherent in the way these reports are designed and are intended to work.
Calls Reported
Each report type includes different types of calls in its calculations. The following table lists the report types and the calls that they include:
Report Type |
Report Name |
Reported Call Types |
|||
---|---|---|---|---|---|
ACD Calls |
ACD + Non-ACD Calls |
Inbound |
Outbound1 |
||
Historical reports |
Contact Service Queue Activity Report |
Y |
N |
Y |
N |
CSQ Agent Summary Report |
Y |
N |
Y |
N |
|
Agent Detail Report |
N |
Y |
Y |
Y |
|
Agent Call Summary Report |
N |
Y |
Y |
Y |
|
Agent Summary Report |
Y |
N |
Y |
N |
|
Detailed Call by Call CCDR Report |
N |
Y |
Y |
Y |
|
Detailed Call CSQ Agent Report |
N |
Y |
Y |
Y |
Consult Transfer
Consult transfer is reported in different ways in different reports. Consider the following call flow.
Call Flow Example
A caller calls into a Call Center Route Point, which queues the call in CSQ and routes it to agent1. Agent1 talks to the caller, initiates a consult transfer to agent2, talks to agent2, and completes the transfer. Agent2 talks to the caller and then drops the call.
This scenario will be reported as follows:
Report |
Data Presented |
---|---|
Detailed Call by Call CCDR Report (System perspective) |
|
Agent Detail Report (Agent perspective) |
|