Why is the total number of calls in the Extension Summary report more than the number of calls in the Company Summary report?
- Analytics for 8x8 Work
It's expected behavior that adding up the total calls in the Extension Summary report will result in a higher number than the calls shown in the Company Summary report.
- The Company Summary report counts each full call as one call. Even if the call flow includes many transfers through different services and extensions (call legs), it will still only count as one call in the Company Summary report.
- The Extension Summary report counts each transfer of a call (call leg) as a call for that extension. A call will get counted multiple times as it gets transferred through more services and extensions.
A call that comes in to an Auto Attendant, gets sent to a Ring Group, is answered by an Agent, then is transferred to a specific User will generate four calls in the Extension Summary report. That same call will only be counted as one call in the Company Summary report.