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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Victor.Fragoso on January 18, 2013, 12:16:40 AM

Title: Telephony informations doesn't match neither on CCPulse neither on DB
Post by: Victor.Fragoso on January 18, 2013, 12:16:40 AM

Hello,

I'm having some problems with an  Inbound Deployment, The values of telephony doesn't match neither on CCPulse neither on Data base.
Example: I have a view that shows  TotalEntered, TotalDistributed,TotalAnswered, totalAbandoned.
But on CCPulse the TotalDistributed (159) + totalAbandoned(10)  is not equals totalEntered (170 ), the value of TotalEntered always is diferent in this example on my CCPulse the sum is 169, where are the missing call?? how can i classificate this one? .
and on the DataMart Data Base (SQLSERVER) i don't know where i can get these informations to make a query that the organization I.T group wants.

So Are there some suggestions about it? just a light for me to follow

Thanks in advance

Title: Re: Telephony informations doesn't match neither on CCPulse neither on DB
Post by: cavagnaro on January 18, 2013, 04:00:25 AM

Easy, probably the time frame is different, you can have one call entered at 10:59 but distributed and counted at 11:03 which will be entered in the time frame of 10:00 to 10:59.59.99 but distributed at 11:03 which fits on the time range of 11:00-11:59.59

You need some professional on site as statistics is a complex stuff for beginners. Ask your installer to be on site with you and explain all this stuff.

You can check here but also search on the forum as this topic has been discussed many times before but always ending up on suggestions to have an expert on site
http://www.sggu.com/smf/index.php/topic,1088.0.html

Title: Re: Telephony informations doesn't match neither on CCPulse neither on DB
Post by: Victor.Fragoso on January 23, 2013, 03:26:15 PM

Thanks for your suggestion,
i'll check it with the statistic Experts .