Filtered agent transaction report shows too many calls

Symptom

When running a Detailed Transaction Activity report that is filtered for a specific agent, the resulted report provides more calls than expected.

Applies To

• 8x8 Contact Center
• Historical Reports

Answer

Detailed Transaction Activity report includes, by default, non-queued calls and transferred calls. When you run a report that is filtered to include the transactions of a specific agent, the resulted transaction list includes calls that were abandoned by the caller before they connected with an agent. 

Additional Information

This behavior is also mentioned in this article.