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Cisco Bug: CSCvt94541 - R10 - CSR - Service level discrepancies in Analyzer vs Historical reports

Last Modified

Jul 10, 2020

Products (1)

  • Cisco Webex Contact Center

Known Affected Releases

unspecified

Description (partial)

Symptom:
Discrepancy in calculation for In Service Level % in Historical report - All Interval Queue Canned and in Analyzer for  - CSR Standard Analyzer Report - All Interval Queue Canned.

Conditions:
This happens because there are few calls scenarios(new-connect-ended) for which queue duration is not captured/populated in the CSR.

Steps to reproduce:

1. Run the Historical Report (CDR) report for "All Interval Queue Canned" for any date. (Easy to understand if we filter just by one Queue).
2. Run the Analyzer Standard HRS Call Report (CSR) report for "All Interval Queue Canned" for the same date ad above and also select the same queue in the filter.
3. Compare the "In Service Level %" in both reports, you can see discrepancy in both.
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