Why are abandoned and accepted calls higher than entered calls in the historical reports?

Applies To

• 8x8 Contact Center Historical Reports

Answer

The below scenarios will tackle the 2 type of reports in 8x8 Contact Center:

1. Real time data - For example, Detailed Transaction Activity report. This will present you raw data for all interactions as they get submitted to the database.
2. Aggregated reports - Will present you summary of calls  in 30 minutes window. For this type of reports, there's an aggregator process which runs every 30 minutes - it reads the raw data from one table and aggregates in another. The reports read data from this new aggregated table.
 
Now lets understand the reason how can "abandoned" and "accepted" calls can be higher than "entered" calls. We will consider 2 cases to understand what value will be captured for # Entered, # Accepted and #Abandoned

CASE : I    
Call 1 Enters 09:59 AM, and it is abandoned 10:01 AM -> (treated into Abandoned category of calls)
Call 2  Enters 10:03 AM, and it is abandoned 10:04 AM -> (treated as Entered as well as Abandoned category of calls)
Aggregator runs at 10:30 AM which will aggregate data for the period 10:00 AM - 10:30 AM and will pull below values
entered=1  | accepted=0 | Abandoned=2

CASE : II
Call 1  enters 09:59 AM, and it is abandoned at 10:01 AM -> (treated as Abandoned)
Call 2  enters 09:58 AM, and it is abandoned at 10:01 AM -> (treated as Abandoned)
Call 3  enters 09:57 AM, and it is accepted at 10:02 AM -> (treated as Abandoned)
Call 4  enters 09:58 AM, and it is accepted at 10:05 AM ->  (treated as Accepted)
Call 5  enters 10:05 AM, and it is accepted at 10:06 AM -> (treated as Entered, Accepted)
Aggregator runs at 10:30 AM and will aggregate data for the period 10:00 AM - 10:30 AM for this case, and will pull below values
entered=1 | accepted=2 | Abandoned=3

The thing to note is Contact Center checks calls status for the windows frame aggregator is pulling the data.