matthew | 2017-08-01 14:56:47 UTC | #1
Hi, I'm trying to help a customer here look at some discrepancies. I'm seeing the Offered and Answered Counts for the queues vary above whats in the api results. The first screen shot shows the offered calls for today at 467, but the API says 444 offered.
And also i saw the number of offered calls actually decrease over time. In these 2 screenshots taken 10 minutes apart, I saw the number of offered calls reduce from 467 to 460. and the number of answered calls reduce from 445 to 432. How can this happen?
Screenshot taken at 16.30pm <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/56f3421280afbac662f9101cbfce43bd42dc6079.jpg" width="567" height="500">
Screenshot taken at 16.40pm <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/0d498f6d48cce1f217d6b122b9e7f963de6a5283.png" width="548" height="500">
matthew | 2017-08-02 14:48:02 UTC | #2
here's some further analysis today - the orange highlights discrepancies between the UI and API, while the red one indicates values on the UI that were higher, and then decreased, which I can't explain. Any ideas why I'm getting these results?
<img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/3f5cfe778b083db97d9a0cedb85b9e851c96b5e5.png" width="449" height="281">
tim.smith | 2017-08-02 15:05:27 UTC | #3
Without any details, I'd guess that your query filter differs from the filters the UI is using in some way. But the discrepancy in the UI after 10 minutes seems odd. This will probably be best handled by product support since the UI is giving you inconsistent data.
matthew | 2017-08-02 17:31:08 UTC | #4
thanks. i have sent the info to your support desk.
tim.smith | 2017-08-08 17:02:32 UTC | #5
FYI, I just came across a product issue that appears to be reporting this same problem. The issue number is AR-5477. Would be worth bringing up in your support ticket if it hasn't been mentioned already, especially if you can reproduce this with any regularity.
system | 2017-09-08 17:02:37 UTC | #6
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