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CallsAnsweredToHalf shows more calls than CallsHandledToHalf + ReserveCallsToHalf columns

We're running UCCE 8.5 with CVP 8.0 and UCM 7.5

When I look at the Agent_Skill_Group_Half_Hour table I see that the

CallsAnsweredToHalf column equals the sum of the CallsHandledToHalf and the ReserveCallsToHalf columns but only 95% of the time.

What I mean is that out of the 300+ agents we have for 10 of them it doesn't match.  The CallsAnsweredToHalf column shows 1 more call than in the

CallsHandledToHalf and ReserveCallsToHalf columns. 

I have looked and compared at the other columns to see if maybe there's a third column in the mix but it doesn't look like it.

Does anybody know why of this discrepancy?  a bug maybe?

thanks

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Cisco Employee

CallsAnsweredToHalf shows more calls than CallsHandledToHalf + R

Hi,

It wont be same always the CallsAnsweredToHalf and CallsHandledToHalf because with in half hour which are call is answered by the agent is updated in the CallsAnsweredToHalf column but only the calls that have been answered and have completed wrap-up by agents in the skill group during the half-hour interval will be updated in the CallsHandledToHalf column.

Regards,

Gnaneswaran.

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