I am trying to understand the true number of calls coming inbound and being answered in our call queues.
I use the Performance Report, and Queues tab, select the queue I want to look at, the date and KPIs, and get a total inbound and abandonment rate. For example, 695 is the number in the inbound KPI on the dashboard.
I then look below at the detail to get to the "user" level. This brings up the users within the queue and the inbound number now says 271. I confirmed these users are those assigned in the queue by double-checking the admin portal and setup. Where did the other inbound calls go?
I then narrow the report to the "calls" level with my queue selected in the filters. I now have 263 as my inbound number.
I then look at the Quality Report and select the location to see if there is a number that makes sense for inbound volume, and searching by just the location, I now see 315 calls are counted as "inbound".
I have searched through the guides, the help feature, and the videos. I looked through this platform for similar questions and found some from 2020 but no explained steps on why or what to do differently.
This data is critical to operations and I need to have an understanding of how to use and then trust the data I am pulling.