CCM Web Reports

[Rich Mckevitt]

Hi All,

I am sure there is a simple explanation for this , however I cant think of it so I am hoping someone else can.

On 10/12/2018 @ 16.24 my HR Queue was showing ACD calls handled as 145. Non ACD 3 and 44 Outbound calls
On 11/12/2018 @ 08.28 my HR queue was showing ACD Calls handles as 106. Non ACD 4 and 49 Outbound calls

Why would the call volumes drop?

Cheers

Rich

 

[Billz66]

Nightly summarisation springs to mind
- during the day the MICC recieves the SMDR and ACd streams and does its best (which isnt great) to make this data into a reportable format
- during the nightly maintenance routines the data is rechecked so that any information that arrived after the original parts were processed can be recalculated

- from memory - it used to be stated that current days stats were not reportable at all ( this changed perhaps around version 6 or 7)
there is a maintenance logfile that details what was done during summarisation - you might find some references in there

If I never did anything I'd never done before , I'd never do anything.....

 

[AlphaMann]

For sure on the summarization, but I haven't seen that large a variance from RTS before. Also how were you running those numbers? I have a customer who always forgets that running different reports may look at different data streams.

 

[Rich Mckevitt]

Cheers all - Turns out that the below was the issue

This can occur when calls are lasting longer than 15 minutes or cross into mulitple 15 minute segments.
Because the call hasn't ended we peg it in both 15 minute segments.
for example. 1 call is started at 10:13, and doesn't end until 11:02.
We peg it in 10:00-10:15, 10:15-10:30, 10:30-10:45, 10:45-11:00 and 11:00-11:15.

Once the summarize is completed we then re-calculate it as we know it was one call.