Question Entered calls do not add up when summing the Figures
Queues Summary report on the Analytics Dashboard do not sum up. By default the columns added to the summary are Accepted TD and Abandoned TD, this is not summing up to Entered today. How is the Entered Today calculated?
- Queue Summary
An interaction that has entered the queue can have one of the following outcomes:
Was accepted -> Counted as Accepted Today
Was abandoned -> Counted as Abandoned Today
Was diverted -> Counted as Diverted Today
The following formula should always sum true: Entered Today = Accepted Today + Abandoned Today + Diverted Today + Waiting in Queue Real Time
If the dashboard is not presenting the fields required to sum these up, the fields need to be added to become visible.
To get this from the real time Metrix API the following fields can be used to sum these up:
the bellow end point of the API can be used:
"name": "The Queue",