Correctness statistics of CCPulse

[wim1981]

Hi everyone,

sometimes it seems to, that the statistics are not quite correct?

Can it be that the correctness in CCPulse isn't that perfect?

I am speaking about statistics of a queue. Total entered calls, total answered calls and so on.

[cavagnaro]

They are. You have to analyze why there is a mismatch, maybe a lack of a statistic.
Before you ask "which one??", again you would need to analyze your environment and deployment. Check TServer, URS and StatServer logs.
Understand types of metrics and search the forum for many questions related

[Adam G.]

The question is, 'how' do you know they are wrong?

[Adam G]

[quote author=wim1981 link=topic=8586.msg37840#msg37840 date=1415349783]
Hi everyone,

sometimes it seems to, that the statistics are not quite correct?

Can it be that the correctness in CCPulse isn't that perfect?

I am speaking about statistics of a queue. Total entered calls, total answered calls and so on.
[/quote]

Testing is always the answer!  Controlled tests with a known number of calls should give you confidence that your statistics reflect your operations.

As cav says - sometimes you have to look in other places to understand why or where your calls are going.  A TIP for you; I have found that pre-existing PBX/ACD Vector Routing usually has an affect on where and when calls are removed or re-routed.  Make sure you are not just looking at your Genesys Routing!

AG

[genesysguru]

And of course people often fall into the trap of comparing historical reports to CCP views and trying to match the two ....

[wim1981]

Ok thanks all,

i've done tests and it seems correct.

Regards
Wim

[Adam G]

Nice to know