Incorrect data displayed in CCPulse

[a.jay]

Hi guys
I have a small problem.
Help plz.....
When i create historical view in CCPulse on the agent and do aggregation on month i get first digit in inbound calls. When i do aggregation on days for a certain interval i get another digit. I've searched the forum but the solution did not find.
Template "Total_Calls_Inbound", value "N_INBOUND".

Excuse me, version CCPulse is 7.5.100.21

[cavagnaro]

Can you please detail more on your problem? Post screenshots or real data to understand what you are talking about

[a.jay]

Sorry, not quite figured out with pictures, here's the link:
http://s50.radikal.ru/i128/1010/a7/f6a9c5720d53.jpg

As seen from the screenshot if we take the aggregation in inbound calls by month of July we get digit 88, however, if we take value of 6 days, we get more.
If we compare the aggregation, then monthly - 88, dayly - 266.

[tony]

Could be a number of things... Here are some to check;

StatServers: Check that the N_INBOUND statistic definition is either [b]DisintictByConnID [/b] (DCID) or [i]NOT [/i] [b]DistinctByConnID [/b] (DCID) on both StatServers. It needs to be the same on both, otherwise one will count every Inbound Call, every time ([i]not [/i] DCID) - and the other will only count every Inbound Call once (DCID).

Agent: Is it possible that the Agent has moved Teams?  If they have, it is possible that one of the Aggregation levels has not captured all calls to the Agent, since they have moved Agent Groups.

Agent: Are you using Skills based Routing?  If so, it is possible that an Agent has been routed calls based on their Skills and those calls are not accounted for in your Agent/Agent Group reporting.  Check the Agent and see what Skills and what Agent Groups they belong to - and make sure you capture all of the calls they have answered, rather than just One Skill or One Agent Group.

I hope this helps?

TT

[a.jay]

Tony, thanks for reply!!!
Yes, agent was moving, and not a single. Counters indicators from other agents is also different, but in other months. But these movements will always happen. Is this problem can not be eliminated?