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You'll also need to account for calls that flow out of that queue.
Entered = Answered + Abandoned.This is an incorrect calculation, as it is incomplete.Entered = Answered + Abandoned + FlowOut.This is closer. However, still may not be 100% accurate. If there are system disconnects/anomalies, custom handlers, callbacks, and other items can throw this equation off. In particular with regards to callbacks, if you are using them, it depends on how they are setup within the system.If you look to the Queue Summary and Detail report, you'll see a column for FlowOut. This should bring you a bit closer in realizing the discrepancy you're running into.
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