Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: ermago on June 06, 2013, 04:29:24 PM

Title: Reporting discrepancy between CC Analyzer and CCPulse
Post by: ermago on June 06, 2013, 04:29:24 PM

Good afternoon guys,  we just recently installed the Genesys solution in our contact center and we are having issues with the call reporting.  Apparently there is a discrepancy between the historical reports and the real time reports and it's happening across the board it seems for all of our agents across all queues....has any one else experienced that if so any suggestions on how to resolve it?

Title: Re: Reporting discrepancy between CC Analyzer and CCPulse
Post by: cavagnaro on June 06, 2013, 06:56:48 PM

Historical with Real Time NEVER will do a match

Please understand the basics of ETL, how it digest information, the gap of time that it takes, etc.


What you have to say to your customer or boss is that, HISTORICAL are historical and REAL TIME is real time...

Title: Re: Reporting discrepancy between CC Analyzer and CCPulse
Post by: genesysguru on June 07, 2013, 04:18:14 PM

Cav,

Agreed - realtime and historical reporting will NEVER 100% match (for good reason)

Title: Re: Reporting discrepancy between CC Analyzer and CCPulse
Post by: Steve on June 07, 2013, 10:05:16 PM

How much of a discrepancy ?