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  • 1.  Agent Metrics and Queue Metrics not adding up.

    Posted 05-31-2017 00:52

    I have pulled two reports, one being the Agent Metrics Daily Report and the Queue Metric Reports. When I am looking at the reports, the Queue Metrics report is showing a total of 3,356 calls answered yet my Agent Metrics add up to 3912 for a difference of 556 that i cannot account for. i have checked Non-ACD as well as transfers to see if that can account for the call difference but that is not close. Anyone have an idea on what could be causing this discrepancy? 



  • 2.  RE: Agent Metrics and Queue Metrics not adding up.

    Posted 06-16-2017 00:44

    Hey John - go ahead and send me those reports and I can take a look (rebecca.gibson@genesys.com) Rebecca Gibson, PureCloud Data and Analytics Product Manager



  • 3.  RE: Agent Metrics and Queue Metrics not adding up.

    Posted 11-06-2017 12:34

    I have the same issue in my system what is the solution Please



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