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Media Transaction Report Total Entered Calls Does Not Match Detailed Transaction Activity Total Entered Calls
8x8 Support

Media Transaction Report Total Entered Calls Does Not Match Detailed Transaction Activity Total Entered Calls

Symptom

The total number of entered calls for the same day does not match the Detailed Transaction Activity report.

Applies To

Historical Reports in Virtual Contact Center

Resolution

Please be sure to remove non-queued calls and transferred calls. Media transaction report only counts the calls (transactions) that have made it to the queues.

Cause

Detailed Transaction Activity report includes by default non-queued calls and transferred calls.