PureEngage On-Premises

All, should calls entered equal the sum of Calls answered and calls abandoned in CCpulse.  We have stats from the DN state for calls entered and calls aban, and answered.  So shouldnt the two (Aban+Answered)=calls entered in CCpulse?  If not can someone explain this for us please.
Thanks,
George

Hi George,

For Queue reporting the following should be always true:
 
Calls_Entered = Calls_Distributed + Calls_Abandoned + Calls_Cleared,  where
Calls_Distributed = Calls_Answered + Calls_AbandonedFromRinging + Calls_Forwarded + SentToAnotherQueue

Best regards,
Mike