Why would there be More Interactions Answered showing than Interactions Received 

we had an instance where Workgroup Details - Queue Statistics was showing  More Interactions Answered than Interactions received
#Reporting/Analytics

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Roisin Floyd
Wren Data Ltd.
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This is probably down to time intervals.

Say you are looking at a 30-minute period, starting at the top and bottom of the hour. An interaction arrives at 10:29 and is answered at 10:31. If the time is now 10:35 (say) then it will show as received in the previous period and answered in the current period.

Let us further assume it is the only interaction, you will have 0 Received, but 1 Answered in the current period. i.e. more answered than received.

HTH

Hi Paul 

Thanks for feedback , This is  what showing for the customer 

Interactions received ( Current shift )  = 8 ​
Interactions answered (Current Shift ) = 68 

So this is covering the entire shift

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Roisin Floyd
Wren Data Ltd.
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Original Message:
Sent: 02-05-2019 07:10
From: Roisin Floyd
Subject: Showing More Interactions Answered than Interactions Received

Why would there be More Interactions Answered showing than Interactions Received

we had an instance where Workgroup Details - Queue Statistics was showing  More Interactions Answered than Interactions received
#Reporting/Analytics

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Roisin Floyd
Wren Data Ltd.
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Roisin,

The same applies, a shift is just another way to dice up time. Look at the workgroup configuration, on the ACD tab, at the shift start times. This is saying 60 interactions (or thereabouts!) were "carried over" from the previous shift.

Take a look at the previous shift statistics and you will probably see that the numbers don't match and it's a common concern.

What you should find is that the number of interactions at the start of the interval + the number arriving should equal the number left at the end + the number answered + the number abandoned.