FAQ 2: Real-time Versus Historical Statistics

Question

Why is my real-time Agent group module showing a different number of outgoing calls than I see in my historical report?

Answer

The Total Outgoing statistic in the Agent Group Module is the total number of manual external outgoing calls made by agents shown in the group (answered or not).

Where an agent is a member of multiple agent groups, a manual outgoing call from the agent increments the statistic in all of the agent's member groups and all of this group's parent groups. See Agent Subgroup Statistics.

The historical metric Outgoing Calls (manual) in the VIEW library of standard metrics returns the same result as the Total Outgoing statistic in the Agent Group module. See Metrics in CONTACT Data Records. This metric is also used in a number of standard historical reports delivered with VIEW.