CCX v5 - CSQ vs Application Summary Report

Answered Question
Jun 1st, 2010

Customer asked me this question and I am not sure what the explaination is.

When you run a CSQ report and Application Summary Analysis if you look at the same queue on both reports the number of presented calls are not the same. Why is that?

Thanks,

Solomon

I have this problem too.
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Correct Answer by Gabriel Saavedra about 6 years 6 months ago

Hi Solomon,

This is because the calls presented in the Application Summary Analysis is every call that triggers the application, the calls presented in the CSQ report are the calls that has reach the select resource step in a Script. So when a person dials an application trigger it doesn't means that such call will be handle by a CSQ.

Gabriel.

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Correct Answer
Gabriel Saavedra Tue, 06/01/2010 - 19:52

Hi Solomon,

This is because the calls presented in the Application Summary Analysis is every call that triggers the application, the calls presented in the CSQ report are the calls that has reach the select resource step in a Script. So when a person dials an application trigger it doesn't means that such call will be handle by a CSQ.

Gabriel.

solomonluke Wed, 06/02/2010 - 08:20

Thanks for the explaination. Can you point me the doc that I can refrence.

Thanks,

Solomon

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