I am using the report template "Call Type Historical All Field Daily". And i feel very confusing on the field "Offered".
From Cisco document, offered tasks is the field CallsOffered from table Call_Type_Interval when means "The "The total number of calls of this call type offered during the reportinginterval.".
From "Call Type Historical All Field Daily" report, Can i make an assumption that
"Offered = Handled + Aban + Return + Default Treatment + Network Routed + Flow Out + Call Error + Other" ?
But i found that the number of offered task always is greater than the sum of right hand side. So where is the missed offered call/ task? (my system only has call task)
Thank you for any suggestion.
no, unfortunately, you cannot compare the value of "Offered" to the sum of all other columns, the way you tried.
Offered means the number of calls past the call type in a reporting interval.
Handled means the number of calls past the call type that were handled in a reporting interval - but watch out, this may include calls that passed the calltype before the reporting interval started.
The same applies to the other columns. So this may be the reason why you see less calls for the sum of other columns than the "Offered" value.