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The statistics from tAgent* columns are based on Agents' status changes and interaction state changes. Other ACD statistics from columns such as tExternToInternCalls, tExterntoInternACDcalls, and tTalkACD, are based only on interaction state changes. When reporting on Agent statistics, columns that contain only interaction state changes will not always match to tAgent* columns that contain interaction state changes and status changes. For Agent calculations, use ACD statistics from columns based only on interaction state changes and not on statistics from tAgent* columns.
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