Reading Reports Generated By ACR

[Derinsola]

Good day.
I'm having trouble understanding the reports that have been pulled from a customer's ACR. In the Agent Inbound Summary for instance, the sum of total calls from the table is not equal to the summary the report generates at the top. I also do not quite understand what total calls are. If presented calls are all calls that queued or rang at least once, then I assume that total calls are the ones that got to the agents. Yet total calls is less than answered calls, and even that is not the same number as what i would get summing up the figures on the table myself.
I'd appreciate any help I could get on this, thanks.
edit: The report i'm having issues with is Agent Inbound Summary, not Calls. Thank you

 

[sizbut]

Best ask Xima (

https://guide.ximasoftware.com/docs/agent-inbound-calls)

but from the description, it does imply that the report shows an individual agent at any time but can have sub-reports for other agents. So the summary panel at the top may be a summary for all the agents covered by the report.

Stuck in a never ending cycle of file copying.

 

[Ekster]

Another thing to note, only use the Agent reports if you have Realtime Agent licences assigned to the "agents" you are wanting to report on. If they don't have a Realtime license then they are "Users" and you need to use the User reports. According to Xima support, there is a difference.

“Some humans would do anything to see if it was possible to do it.
If you put a large switch in some cave somewhere, with a sign on it saying 'End-of-the-World Switch. PLEASE DO NOT TOUCH'.
The paint wouldn't even have time to dry.”

Terry Pratchet

 

[Qzwsa]

I have also seen results get skewed with single calls that count against multiple agents as it rings and bounces from agent to agent before getting answered. So total calls for each agent would not equal total calls for a queue.

- Qz