I am a bit confused with the WebView reports, need help.
My Skill Group report shows that calls answered within SL are greater than call offered, how could this happen? I have even checked the internal transfers if these could be part of the sl_answered, however there are no Transfer_In calls.
Also one more question, what is a difference between calls handled and calls answered? and why dont they match even a the end of the day reports?
Answers to these questions should solve all my reporting mysteries!
can you share the name/number of the WV report with us? Are you looking at a Half Hour report?
Actually, a lot of problems are caused by having to isolated mechanisms for counting calls. One is the Route_Call_Detail and the Termination_Call_Detail table combination, the other is the Peripheral Gateway/CG process counting the number of calls and filling up the Half Hour tables.
In your case, the most probable reason for the number of answered calls during a particular interval was higher than the number of offered calls is there were some calls 'overlapping' the half hour interval boundary. Pretend, there was a call incoming at 10:58 that ended 11:05. For the half hour interval 11:00-11:30 this call is not offered, but is handled.
The difference between handled and answered: well, docs quite sucks in this. It is not explained for in the schema docs for example (both contain the same definition). For your reference, the calls that are answered = picked up by the agent, the calls handled = picked up by the agent AND completed.