CCPulse vs CCA differences

[LB]

I can see that number of calls reported as answered is higher in CCpulse than in CCA. Does anyone know why is that?

[Vic]

Can you please clarify what statistics exactly are different?
How are you comparing them?

[LB]

I compare RGA report (Total Number Queue DAY Level Pivot column Answered) and Total_Calls_Answered in CCPulse (standard statistic put to my own template statistic reset at midnight).
My call center works till 22 p.m. so after 22 p.m. screenshot from CCpulse are taken and the next day they are compared to RGA report. Numbers of answered call are higher in CCPulse than in RGA.

[LB]

I compare RGA report (Total Number Queue DAY Level Pivot column Answered) and Total_Calls_Answered in CCPulse (standard statistic put to my own template statistic reset at midnight).
My call center works till 22 p.m. so after 22 p.m. screenshot from CCpulse are taken and the next day they are compared to RGA report. Numbers of answered call are higher in CCPulse than in RGA.

[Zygis]

Hello,
I think that You have to look at your routing strategy, and understand where your calls are routed. In my call canter was this problem, we are using one group and for this is using 5 routings points : 1 main and 4 for messages, answered calls are on main routing point and in messages routings points, after that I have to calculate from this routing points (sum) and I know how much calls was answered for this group. CCA and CCP show me good statistic and values in CCA and CCP is equal.
Zygis

[JohnR]

How much after 22:00 are you running the CCA report? If you are running it at 22:02, chances are that the ETL runtime has not completed the aggregation. I would wait until 22:15 at the earliest
I have also seen instances where a data chunk was transfered out of sequence and did not agg correctly. To double check this, check the data in the "no_agg" view in the database. Copy the data to a spreadsheet and sum up the data columns and see if they match the report. .

[LB]

I have checked the next day.

[hmcjsr]

Could you list the definitions of the stats that you are comparing ? For CCPulse, the definition of the stat Total_Calls_Answered is in Stat Server for CCPulse, and for the historical report, the stat definition is in the Stat Server for the historical report or in DMA. The definitions and profiles shoudl be exactly the same. Regards.

[LB]

I used the same statistic in CCPulse and CCA: (Total_Calls_Answered) defined as;

Category: Total Number
Formula: DCID
MainMask: CallAnswered
Objects: GroupQueues, Queue, RoutePoint
Subject: DNACtion

[JohnR]

We just ran into a similar problem, and it appears to be a problem with the ETL. Check the transfer times for the chunks in DMA. If a chunk is bypassed by the transfer, and other later chunks are transfered first, the bypassed chunk will NOT be aggragated into the hourly totals when it does transfer, and therefore not into the daily total. I have a ticket open with Genesys on this.