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CCX v5 - CSQ vs Application Summary Report

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

1 ACCEPTED SOLUTION

Accepted Solutions

Re: CCX v5 - CSQ vs Application Summary Report

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.

4 REPLIES

Re: CCX v5 - CSQ vs Application Summary Report

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.

New Member

Re: CCX v5 - CSQ vs Application Summary Report

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

Thanks,

Solomon

New Member

Re: CCX v5 - CSQ vs Application Summary Report

Thanks Gabriel

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