SAP Contact Center reporting - daily - Arrived vs Completed

[Former Member]

Hello everyone,

I was just wondering if I could get a little advice on the SAP Contact Center Volume 4 Daily Report. My end-users have pointed out to me that sometimes the number of calls completed is greater than the number of calls arrived and have asked me to explain this phenomena 🙂 Indeed I can see a number of examples of this in the Report. Does anyone have a reasonable explanation for this?

Many thanks in advance for any advice,

Adèle

[Former Member]

Hello Adèle,

If you find a daily report where the figures don't add up, drill a bit deeper into the hourly reports to find out what causes the offset. Starting from an individual queue makes it easier. If you find suspicious calls, also check what Online Monitoring shows as individual steps for those calls.

There might be calls that are forwarded to another queue or agent. See note 2679585 that touches a bit similar situation. Note that also your reporting filters make a difference. Check for example if you have any calls handled by Undefined.

Kind Regards,

Tomi

[Former Member]

Hello again,

I've had another look at this and I can't really see a pattern to the times when we are getting more calls completed than the number that arrived. We are only reporting on the 'callin' channel so I'm assuming this just covers the calls coming in (rather than email/chat, etc. which we don't use anyway).

The higher number of arrivals can be at any time of day, and not just as we are opening/closing the queues for example - and also not at the overlap between days i.e. around midnight (when we're closed anyway, so the calls would go to queue voicemail).

When I look at the Contact Log for the times in question, there are a mix of results for the 'completed > arrived' list - sometimes there are abandoned calls, sometimes the list shows just fully handled calls, sometimes calls have been transferred on, sometimes not... What I mean is that there's not really a pattern at all that I can see. There are, however, always the number of rows (in the Contact Log) that is indicated by the 'Completed' column (in the Hourly Log). This suggests to me that the report is not reporting on all of the 'Arrived' calls correctly...?

Any other theories out there? 🙂

Note that I'm just using the standard reports that come with the product - other than selecting the queue and 'callin', everything is default.

Many thanks for any further advice.

Adèle

[Former Member]

Hello Dawood,

Thank you for your reply. The report subscriptions only include a single telephone queue. No email queues, etc. We don't really use those.

I suppose it is possible that a call coming through at midnight on one day maybe completed on the next day.... I'll have to look more closely at what time the calls came on those particular days.

Thank you.

Adele

[former_member158363]

Hi Adele,

do you include also email/action item queues in the report? I think the report counts events for a given day. So in a particular day, you may have completed emails which arrived a previous day.

Is this your case?

Regards,

Dawood