CCP and PBX stats do not match

[Vic]

Hi, all,

can someonw please tell why the stats shown by PBX and Genesys CCP be different for the same queue?

I understand that it is possible for stats to be different if:
calls reenter the same queue
unringing
what else would affect the stats?
Has anyone checked whether Avaya PBX stats match with those shown by CCP 6.5.2 yet?

Thanks,
Vic

[Tony Tillyer]

Vic,

I've noticed that CCPulse and CCA base their stats on the ConnID, rather than the call.

I found this by comparing WfM and CCPulse/CCA WfM always showed more calls which were in fact interactions, rather than uniquelyidentified calls.

Also, it's possible that the call may reenter a Genesys Queue/PBX Port and be counted twice/three times in the ACD Reporting...

Hope this helps?

Tony

[Superglide]

Also check for default routes.

We had/have problems with the way transfers between Queues are measured as well that plays merry havoc with reporting.