CCA data is weird

[Vic]

Hi, I was wondering if someone could please help me with interpreting CCA results.
According to CMS, we have 5000 calls, but CCA says 6500 for example for the same Routing Point on a particular day.

I would have easier time seeing CCA count less than that of CMS, since there is always a chance of a call being routed by PBX, but CCA count higher than CMS? What gives?

What is really interesting, the number of calls entered into VQ on that routing is not even close to number of calls shown by either CMS or CCA. It is more than CMS, but much less than Routing point.

What gives?

We are using CCA 6.5.xxxx Is it a big, or am I forgetting something really obvious???

Thanks,
Vic

[Tony Tillyer]

Vic,

What is CMS?

Tony

[ecki]

Hi Vic,

I recon CMS is switch reporting tool.
There could be one reason why the number of entered calls is higher in CCA than in CMS. There is one special formula "distinct by connid" which tells SS to not count again returned calls with the same connid. Check this.
To the problem with VQ. Do you use the same statistic definition for VQ as well? However, calls are queued in VQ until strategy is running. So if strategy for example find free target, it will try to route call there. But if something happen on the way, strategy can take it back and try to route again. In this case call remains in VQ but will reenter the RP. So or so the formula DCID should help.

[Tony Tillyer]

Hi ecki, Vic,

If CMS is an ACD Reporting Tool, then ecki would be spot on. The compensating factor from a business perspective is that CMS is counting calls without reference to a ConnID and CCPulse recognizes calls that have been counted already and will only count them once, irrespective of how many times an overflow (etc.) tries to deliver it through a RP.

I had a similar situation when the business team asked what the difference is between WfM interaction data and CCPulse, given that our stats are collated without ConnID's. Same results, really.

If you want "real" stats, make your own Filter for Calls Entered and Calls Distributed on the Route Point if your settings are OK, this should match your ACD (CMS) statistics fairly closely. Using the default available stats in CCPulse *can* mean that a single caller may be only counted once but that depends on how it was set up when you built the Solution.

HTH?

Tony