CMS data vs ECHI data

[maeganfrost]

Hi Guys,

I have a question. Should CMS data be equal to the ECHI data? Like for example, let's say total acdcalls for a certain day in CMS is equal to 95. Should ECHI data's acdcalls be also equal to 95? Or it is not accurate? Coz, we are having issue with our reporting, we tried to compare an agent's call in a particular 30min interval for a certain date, CMS data is showing 3 acd calls, 0 transfers. The same interval and date for the same agent, ECHI data is showing 4 acd calls, 2 transfers. Is there something we missed in our filters or we need to escalate the issue with AVAYA due to the difference in numbers?

 

[europe]

depends.... cms writes teh calls at the end of the call.|
So check segstart time and the total duration.
if teh call ended after a new interval has started, the call wil be counted in that interval by CMS

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe