ACD Reporting

[SteveG1968]

Does anyone know of a reason why the 'call answered' totals might be different on ACD Report 1 (ACD Group report) and ACD report 4 (agent position report)?
According to the ACD Fundamentals Document (

http://support.avaya.com/css/P8/documents/100103310)

the defintions are:

Report1 (Calls answered are the number of ACD calls answered by an ACD agent position within the ACD DN)

Report4 (Calls answered are the total incoming calls, including Time Overflow calls to this agent position (TOF In-Calls))

Shouldn't these numbers be identical at all times? Any reason why they may not be identical?

-steve

 

[bigindian65]

are they multiple queue and pegging to the orginal SK?

Mato' Was'aka

 

[MossEng]

An example: 2 queues A and B, 2 agents X and Y, Agent X is logged into Queue A and Agent Y is logged into Queue B. A call comes into Queue A, Agent X is in Notready, so after 30 Seconds TOFT (Timed Overflow) occurs, Queue B receives a Call Request, and Agent Y answers the overflowed call. Queue Stats show Queue A, 1 answered call, but Agent A has no answered calls. Queue B shows no calls answered, but Agent B has 1 answered call.