I am facing a strange issue in CCD pilot reports:
If I try to match the count in "Calls received in open state" with the sum of the following counts there is a discrepancy of say 1 or 2 calls:
i)Timing overflow while calls were in queue
ii)Timing overflow while calls rung agent
iii)Calls served by agent
iv)Overall number of abandons
This issue does not come across throughout the day but randomly for any hour session.For this particular hour we are not able to match the count else for other hours the counts come perfectly matching.
The big issue is where have these one or two calls gone.
There is no other feild having any counts which can be related to the Calls received in open state.
For e.g. a report with output granularity of 1/4 hour (with issues) following are the counts:
"Calls received in open state"=49
"Timing overflow while calls were in queue"=0
"Timing overflow while calls rung agent"=0
"Calls served by agent"=14
"Overall number of abandons"=34
The count when taken is 48 whereas it should be 49.
"Where has one call gone"?
Can anyone help me in analyzing this issue and providing a resolution?
Thanx in advance
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