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Historical Reports Incorrect Entered, Accepted and Abandoned
8x8 Support

Historical Reports Incorrect Entered, Accepted and Abandoned

Symptom

Historical reports are not accurately reporting the correct number of "entered", "accepted", and "abandoned".
There are no Callbacks and no Voicemails.

Example:

  1. Run the 'Queues: Abandoned Transactions' report for one date.
  2. Run the 'Detailed Transactions Activity' report for the same date.
  3. One or more of these three call numbers do not match:
  • In the DTA, the number of calls Created does not match the number Entered in the QAT, for the same queue.
  • In the DTA, the number of calls Accepted does not match the number Entered in the QAT, for the same queue.
  • In the DTA, the number of calls Abandoned does not match the number Entered in the QAT, for the same queue.

Applies To

  • Virtual Contact Center Agent Console Historical Reports.

Resolution

Please create a case with 8x8 Technical Support

Cause

Some agent events are not flowing to the reporting database.

 

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