FAQ 3: Real-Time Statistics

Question

Why is there a discrepancy between the ‘Total Incoming’ statistics in my Agent Group module and the ‘Total Entered’ statistics in my Queues module?

Answer

These are different measurements and should not be compared to each other or used to calculate the number of incoming calls.

The Total Entered statistics in the Queues Module is the number of contacts that have entered a queue. The Total Incoming statistic in the Agent Group Module is the total number of contacts routed to agents in the group. Not all calls that enter queues will be routed to agents.

For example, consider the simple queue to agent group configuration below where X = Total Entered (Queues Module), and Y= Total Incoming (Agent Group Module):

The Queues and Agent Group modules display the statistical values for 4 calls to the contact centre.

The following table shows how each call affects the two statistics in the Queues and Agent Group module:

Call action	X	Y
Call enters queue and is connected to agent on first attempt	1	1
Call enters queue and is connected to agent on third attempt	1	3
Call enters queue and caller abandons	1	0
Call connects to agent after overflowing from another queue	0	1
Total	3	5