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Total Entered Calls Doesn't Match Transaction Activity
8x8 Support

Total Entered Calls Doesn't Match Transaction Activity

Symptom

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

Applies To

  • Virtual Contact Center
  • Historical Reports

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.