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  • 1.  Queues Performance Detail view vs Queues Interactions Detail view

    Posted 12-13-2022 09:28
    No replies, thread closed.
    Hi Team,

    Can someone help me with this question?

    Analyzing the results of a queue performance detail view versus queue interactions detail, I see important differences between the metrics of interactions offered and number of interactions, where the number of interactions is higher than the number of interactions offered. Is this a normal behavior?

    For example:

    For the month of November I have the queue performance view reports 26200 interactions offered vs 26617 from the interactions detail view.

    Translated with www.DeepL.com/Translator (free version)

    Thanks
    Rafael
    #Reporting/Analytics

    ------------------------------
    Rafael Guillén
    Cibercall USA Corp
    ------------------------------


  • 2.  RE: Queues Performance Detail view vs Queues Interactions Detail view

    Posted 12-14-2022 08:38
    No replies, thread closed.
    Hi Rafael,
    You might double check on your Queue interactions that only Inbound is selected.  Otherwise, your Queue Interactions Detail will be showing calls that came into that queue as well as calls that were made outbound which could be the difference.

    ------------------------------
    Nichole Conway
    State of Missouri - Family Support Division
    ------------------------------

    Original Message


  • 3.  RE: Queues Performance Detail view vs Queues Interactions Detail view

    Posted 12-19-2022 16:29
    No replies, thread closed.
    Hi Nichole

    I have followed your recommendation, but I see that the result is the same. I filtered the interactions by "Direction Inbound", then I export the Queue Interaction Detail view in csv format and edit the file in excel, when I do a count of the exported records and the amount of records is still higher than the interactions offered in the queue detail view.

    Thanks for your support and collaboration.

    Regards
    Rafael Guillen

    Translated with www.DeepL.com/Translator (free version)

    ------------------------------
    Rafael Guillén
    Cibercall USA Corp
    ------------------------------

    Original Message


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