Route Point Level Statistics

[PFCCWA]

Hello,

I am trying to understand route point level statistics in order to explain differences we are seeing when accounting for all calls that enter them.

For example we use the entered figure at route point and compare against entered all queues these calls can be routed to.  Even when accounting for all possible exit points, we always have a difference of 1-5 but can never tell never where without breaking up the routing strategy.

Clearly we are missing something but have noticed sometimes the differences tie up when comparing Answered and Distributed at the route point. For instance if we had a difference of 2 on Saturday, the number of distributed-answered is 2. 
What is the best way to track where these 2 extra distributed calls went? Log files? which ones? We are using SIP/GAD.

of course this may be a red herring..

Thanks,
WA

[cavagnaro]

Entered = Cleared + AbandononQueue + Distributed

Distributed = Answered + Forward + AbandonOnRinging

So if you have a difference between Distributed and Answered is because the agent didn't answered the distributed call he got, therefore it is an abandonOnRinging and you must make sure that you are also Counting this Statistic.