CSQ vs Application Summary

Unanswered Question
Apr 4th, 2007

Can someone explain to me the difference between these two designations? When I run the Application Summary for a customer in Historical Reports, I get different call stats then when I run a Contact Service Queue report for that same customer. Ideas?

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lpezj Wed, 04/04/2007 - 05:48

Hi,

One main reason is that the Application Summary report shows all the calls that have been managed by an Application, all type of calls: answered, abandoned before queued, abandoned in queue, queued, dequeued, etc.

The CSQ report show all the calls that have been send to a specific CSQ, and, for example it doesn't count calls abandoned before queued on the CSQ. You can send calls to a CSQ from different applications, too.

Hope this helps,

Juan Luis

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