Is it possible to explain the variance between the live occupancy figures shown on the Performance Dashboard and the values exported via the historical reporting module? Our operations team relies on these metrics for shift planning, yet the data points rarely align within a reasonable tolerance.
The environment is EU-West BYOC. During peak hours, the real-time dashboard indicates 85% queue occupancy, while the subsequent daily report reflects a maximum of 72% for the same interval. This discrepancy affects our service level calculations significantly.
We have verified that the time zone settings are consistent across the dashboard view and the report generation parameters. All agents are operating under standard scheduling rules with no overrides. The issue persists across multiple queue configurations, suggesting a systemic calculation difference rather than a local configuration error.
Could someone clarify the underlying methodology used for each metric? Understanding whether this is a rounding issue or a fundamental difference in how connected calls are counted would assist in aligning our reporting processes.