Real Time Stats vs. Historical Stats - When does each record the call?

[TheCardMan]

Do Realtime stats and Historical stata record the calls differently? Example: If a call comes in at 11:52pm on 9/28 and terminates at 12:13am on 9/29, it crossed the line of the reset of the real time display at midnight. I see the call count increases by 1 when the call is first presented but does the Historical Data count the call in the interval of when it terminates?

My numbers are not matching up when comparing screen shots of real time skillset display and the Historical Interval report.

Any help would be appreciated.

-Joe

 

[Milesprower]

It is an effort in futility to expect the numbers to match. If you line up RTD data (interval to date) with Historical intervals, you can get close for a sanity check, but that is as far as I would take it.

If you want to understand why, set up a timing chart on a call (offered, answered, abandoned, etc...) across intervals. It can be done, but there are a lot of loose ends to tie up.

 

[aperez54]

The data dictionary tells you when calls are pegged/recorded at which interval. I'll try and get you a page number.

 

[aperez54]

page 114 of Nortel Contact Center Manager
Historical Reporting and Data Dictionary
Product release 6.0 Standard 8.15 July 2008

What time period does the interval from 7:00 to 7:15 represent?

When you generate a report for the interval from 7:00 to 7:15, the data included
in the report includes events occurring between 7:00 and 7:14:59. Events that
occur in the next second after 7:14:59 peg in the 7:15 to 7:30 interval.

 

[captaingadget]

AS you have just realised, calls can arrive in one interval and be answered in another which can make the stats look really odd if you are wise to it.