CCP and PBX stats do not match

Voice & Telephony
1

Hi, all,

can someonw please tell why the stats shown by PBX and Genesys CCP be different for the same queue?

I understand that it is possible for stats to be different if:

calls reenter the same queue

unringing

what else would affect the stats?

Has anyone checked whether Avaya PBX stats match with those shown by CCP 6.5.2 yet?

Thanks,

Vic

2

Vic,

I’ve noticed that CCPulse and CCA base their stats on the ConnID, rather than the call.

I found this by comparing WfM and CCPulse/CCA WfM always showed more calls which were in fact interactions, rather than uniquelyidentified calls.

Also, it’s possible that the call may reenter a Genesys Queue/PBX Port and be counted twice/three times in the ACD Reporting…

Hope this helps?

Tony

3

Also check for default routes.

We had/have problems with the way transfers between Queues are measured as well that plays merry havoc with reporting.