Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on December 21, 2010, 10:38:06 AM

Title: Difference between queue and queue group template statistics
Post by: PFCCWA on December 21, 2010, 10:38:06 AM

Hello,

We are coming across an unsual problem where a difference exisits between the number of calls entered and answered between two reporting templates which look at the same objects.

Using hyperion or business objects we have a figure of 5120 (N_Entered) for a particular day using DN group "Presented".  This group consists of route points 4000,4001,4003 and 4004.  The template used is group of queues.

If we run another report again using hyperion or business objects this time using a route point template, the entered figure totals to 5121.  It has matched on some days, others it does not and is always random and never more than a handful difference.  The same occurs when running a report for virtual queues grouped together (using a queue group template) and queue template reports.

There is no reason for this occuring espeically as the same objects are used albeit on a separate reporting template- any ideas on what I can check?

Thanks,
WA

Title: Re: Difference between queue and queue group template statistics
Post by: Timur Karimov on December 21, 2010, 10:41:26 AM

first idea - check the filter exist on the one of template set

Title: Re: Difference between queue and queue group template statistics
Post by: PFCCWA on December 21, 2010, 10:52:32 AM

There are filters on some of the statistics but not on the entered or answered ones.

I also wanted to add if the virtual queues are grouped in separate DN groups they match the individual queue totals.

Thanks.