CCPulse discrepancy in total number of calls entered

[purnakar]

Hello All,

recently we noticed an issue with CCPulse where when we chose the 'create real time view' for a particular template the column 'Total calls Entered' reflects only the number of calls which are answered not the summation of calls answered and abandoned which is ideally the formula.
But when we chose 'create real time view for members' this issue is not faced. the total calls entered shows the correct sum of calls answered+abandoned.
Can anyone please help to understand why we are facing this discrepancy?

Thank You in Advance

[Adam G]

Check your Statistic composition, because [i]Entered [/i] is not the same as [i]Answered [/i]+ [i]Abandoned[/i].  There are also [i]Cleared [/i]and [i]Unknown[/i] calls.

But more than this, [i]Entered [/i]is [b]not [/b]a compound statistic.  That means it is not calculated using other statistics.  [i]Entered [/i]= the number of calls [i]entering [/i]a Queue, irrespective of how those calls were disposed ([i]Answered[/i], [i]Abandoned[/i], [i]Cleared[/i], [i]Unknown[/i], etc.).

A mistake lots of people have made is "double counting", too - read up on "Distinct by ConnID" (DCID) and make sure you only count Calls Entered once...

Hope this helps?

[purnakar]

Thank you Adam for the explanation.

my question, is there any difference in statistics calculation between the two views 'create real time view' and 'create real time view for members'.

cause below is what we observed:
for QV_Voice (create real time view)
calls entered-24
calls answered-24
calls abandoned-1
for QV_Voice (create real time view for members)-when we add up all the VQs' stats
calls entered-25
calls answered-24
calls abandoned-1

[spin]

It could be a routing factor.  i.e. call entered on vq1, distributed to agent, not answered, recall and re queued on vq2.
dcid would mean entered does not change on the gq, but would increment on each vq.

[purnakar]

but the GI2 reports show the correct data not sure why CCPulse is showing it incorrectly and in 'create real time view' whereas 'create real time view for members' show the same data as GI2

[cavagnaro]

For members... That is only available for agent groups or some DN group ...so...how are we trying to compare here group stats vs individual stats on first place?
How are you extracting this info from GI2?
What objects are you using?