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ContactNow: Data Discrepancies on Records Report
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ContactNow: Data Discrepancies on Records Report

Question

Why am I seeing data discrepancies using the report generated via Data Export?

Applies To

  • Datasets
  • Records
  • Report
  • Database Management

Answer

By default, we replace records for which the call resulted in Dead Line or Answer Machine outcomes with 100 - Uncontacted. This is because the system would otherwise be overloaded by executing thousands of database query commands per minute, affecting the performance experience and could generate issues, such as; slow response in dispositioning a call, generating reports, browsing pages on our platform, searching for data, creating agents, queues, etc.

Please see the following example for a better understanding of the situation.

  1.  Using Data > Export we look for a record with 100 - Uncontacted as outcome:
    clipboard_e04b89f3891267c5b54e5009cdd5aecd6.png
     
  2. Database Management confirms the record indeed as being marked with the disposition code, 100:
    clipboard_ed6b821feda05068110f807fe6bed4486.png
     
  3. On Calls report the outcome code in fact is 66, with description Dead Line: NORMAL_CIRCUIT_CONGESTION.
    clipboard_e6b3c350c4c34b4b02d5b73e4be1dcce2.png
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