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Why are Queue Summaries dashboards not summing up to number of calls entered

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Question

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?

Applies To

  • Analytics
  • Dashboard
  • Queue Summary

Answer

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

Screenshot_586.jpg

Additional Information

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: 

https://api.8x8.com/eu/analytics/cc/...metrics/queues

Response: 

"name": "The Queue",
"metrics": [
{
"key": "interactionsWaitInQueue.rt",
"value": 0
},
{
"key": "totalAbandoned.today",
"value": 2
},
{
"key": "accepted.today",
"value": 20
},
{
"key": "diverted.today",
"value": 7
},
{
"key": "entered.today",
"value": 29
}