Historical reports not matching supervisor desktop "Calls Presented" totals.

Have UCCX 9.X version of Supervisor Desktop. When viewing the “Agents – Team Summary” from within Supervisor Desktop the “Calls Presented” and “Calls Handed” totals seem to be cumulative from more than the past day. The Supervisor Desktop User’s guide states that the totals should be from 12:00 AM thru the current day. I’ve looked through Supervisor Desktop “Preferences” and could not find anything to change to give the past days totals only. When a supervisor runs a Historical Report for the day the totals are correct. When they’re in Supervisor Desktop the totals for each agent are hundreds more than what the Historical Report states. Is there a parameter I’m missing somewhere to allow Supervisor Desktop to give the current days totals only?
Thanks!

We started having this problem with some of the reps after migrating from the old CAD servers to new CAD servers. Since the new system didn’t have the updated RASCAL DB, I thought the reports have the stale data. I was under the impression that it gets cleared after a day(once CSD has a fresh data) but seems like that’s not the case. I didn’t get time to look into this further and have requested TAC to help me on this.
-Sunil

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Total calls presented does not match with the calls presented value in CSQ activity report (by interval)

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We encountered a mismatch details between the call presented value and total call presented value. I attached the report here. If you count the number of calls presented and handled there are 2 calls but why is it the total calls only count 1. Where did the other call go?
I look for some possible related problems but the answer only point out to a bug. The version of UCCX is 8.5.1 SU 3 and the bug was solved in version 7.0.
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Rona

It looks like it may be an issue with the report file itself and not the report data. You can see both calls are shown in the report but the summary information doesn't appear to be calculating correctly. If you have the Crystal Reports Developer toolset you can open the report file and verify that the report summary is using SUM instead of something like MAX/AVG, etc.
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This issue appears to be effecting all of our queues. Anyone know what would be the main cause for
1. Total calls today doesnt = Call presented
2. Abandoned calls doesnt = difference between calls presented and calls handeled
This is assuming all agents that were logged in at the start of the day are still logged in when I look at the stats.

Alex,
For your first point, total calls is sum total of the following values: Calls Handled (answered by an agent), Calls Abandoned (dropped before an agent was available), Calls Dequeued (typically via script action) and Calls In Queue (waiting to speak to an agent).
We can check the numbers from your screenshot:
Total Calls (300) = Calls Handled (286) + Calls Abandoned (13) + Calls Dequeued (0) + Calls In Queue (1) = 300; that checks out.
Regarding yoursecond point, why doesn't Calls Presented - Calls Handled = Calls Abandoned? Consider the following scenario:
Caller is in queue, and waits for an agent to become available. The call rings at the agent but the agent doesn't answer in time.
The number of calls presented to that agent has gone up by +1, the calls handled remained the same. +0
When the agent goes available, the call is again presented to the agent, this time they answer the call successfully. Calls presented goes up again by +1, calls handled for the agent also goes up +1.
It is for this reason that you are not seeing calls handled + calls presented = abandon. They rarely match up. You can confirm this by checking agent state records and looking for Ring no answer for the reason code.
When looking for metrics it is important to understand how they are generated, and in the case of Cisco Supervisor Desktop, where to look for the information you need.
CSQ statistics do not generally match up with Agent Statistics.
HTH.
Regards,
Tanner Ezell
www.ctilogic.com

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Historical reports not matching supervisor desktop "Calls Presented" totals.

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