Received this from a user. Running IPCC 4.0(4)SR01_Build029. Any ideas? I'm not that familiar with how CRS pulls the metrics. thanks!
In discussion about our current telephone issues, we discovered that the available Cisco reports are reporting conflicting information. I have attached the Contact Service Queue Activity, CSQ Activity Report by Interval, and the Application Summary Analysis Report. (Pardon the charts before the stats!)
The CSQ Activity Reports are giving us one set of stats and the Application Summary is giving another result for the same stat. Also, in spite of choosing all available queues for the App. Summary, only 7/10 are reported. For instance:
S of Answer: 14 compared to 11 on the CSQ Reports
Calls presented: 1204 compared to 1150
Calls Handled: 1141/1138
Calls Pres.: 820/444
Calls Hand.: 794/428
Portland West Q
Calls Pres.: 621/381
Calls Hand: 574/373
Why is the App Summary Report only pulling from 7 of the 10 queues and why are the numbers so widely divergent from the other CSQ Reports. Most importantly, WHICH report is giving us the accurate information?