Reporting Anomaly

[sheldoom]

I have a report that run daily for 3 topics. For 2 of the topics the numbers add up for total calls received = total answered + total abandoned, for one of the topics though the total received does not add up.

The only difference I see in the task flows is change in the location of task trap and that doesn't seem like it would cause this.

See attached.

IPOCC is release 9.1.8.

Any ideas?

"All men are fools. Some the wise, fool others. Others the foolish fool themselves. While a rare few fool both others and themselves. These are the rulers of men" from 'The Darkness That Comes Before' by R Scott Bakker

 

[janni78]

Depends how the calls come to the topic.

totNRr is routed to the topic.
Think you'll get a better result using totIncome

"Trying is the first step to failure..." - Homer

 

[sheldoom]

Calls for all 3 topics on the report come in to the same IVR. The callers select 1, 2 or 3 for one of the topics, so callers enter the topics the same way for each.

"All men are fools. Some the wise, fool others. Others the foolish fool themselves. While a rare few fool both others and themselves. These are the rulers of men" from 'The Darkness That Comes Before' by R Scott Bakker

 

[janni78]

Read in Reporting what the variables do, the ones you use aren't the best ones to use.

"Trying is the first step to failure..." - Homer

 

[sheldoom]

Thank you!! I've adjusted the counter.

"All men are fools. Some the wise, fool others. Others the foolish fool themselves. While a rare few fool both others and themselves. These are the rulers of men" from 'The Darkness That Comes Before' by R Scott Bakker

 

[dbuxton101]

What did you end up changing please? I too have an issue whereby I have an IVR Topic where say 1000 calls come in to the IVR so that Topic will have 1000 TotNIncoming.
The 3 IVR Sub-Topics have 0 calls against them but we can see calls via TotNRr which is not ideal because TotNRr is not counting just IVR pushes, it can also be calls re-routed back into the topic because the last agent was signed off.

 

[janni78]

You should probably use totNIncomeLT

Counts all calls to the respective topic, assigned or ended within that topic.
Considered are: calls to the topic, calls assigned to the topic due to an overflow and calls transfered to the topic.
Calls re-assigned to the topic after an elapsed ringing timeout are not counted. Calls initiated via an outbound dialer campaign or OUTCC-generated calls are also not counted.

"Trying is the first step to failure..." - Homer

 

[dbuxton101]

Yes I would but the numbers dont add up. ie if I add up all the TotNIncomeLT calls they dont equate to any combination of numbers seen under the IVRs Topic when looking at TotNIncome/TotNLost/TotNAnswered

 

[janni78]

You can't compare with the IVR topic, at best you can see how many calls came into the IVR topic and how many where routed to another topic.

Basically the number of routed calls to other topics should be the same as the SUM of TotNIncomeLT of all the destination topics, unless calls can dial directly to those topics.

"Trying is the first step to failure..." - Homer

 

[sheldoom]

Guys,

Here is the fix for my issue.

https://support.avaya.com/ext/index?page=content&id=SOLN287470

"All men are fools. Some the wise, fool others. Others the foolish fool themselves. While a rare few fool both others and themselves. These are the rulers of men" from 'The Darkness That Comes Before' by R Scott Bakker

 

[janni78]

I thought your issue was with historical and not realtime reporting?

"Trying is the first step to failure..." - Homer

 

[sheldoom]

It is, this solution fixes both realtime and historical. The realtime stats were messed up for this customer but they never told me about it, they were just concerned about the reports.

"All men are fools. Some the wise, fool others. Others the foolish fool themselves. While a rare few fool both others and themselves. These are the rulers of men" from 'The Darkness That Comes Before' by R Scott Bakker