Connected counts the number of connected external sessions. Offer counts the amount of offers to a queue. The disparity is likely conversations that connected in the IVR and never routed to a queue. Our support team can provide a precise answer if you'd like them to take a look at the data contributing to those counts.
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Ryan Legner
Staff Product Manager, Genesys Cloud CX
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Original Message:
Sent: 02-10-2023 05:38
From: Harshali Bhure
Subject: DNIS performance connection offer difference
Hi All,
In DNIS performance view, we get a count of "Connection" and "Offer". For eg: If Connection = 50 and Offer = 40, what happened to the 10 calls (50-40 Connection-offer)?
Regards,
#Reporting/Analytics
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Harshali Bhure
Accenture Solutions Private Limited
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