In Analytics Portal, why is the Refused # so different in the Queue Tab vs the Users Tab

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  • Updated 2 months ago
In my analytics portal, I'm seeing wildly different numbers for Refused Call # when I go from the Queue tab to the Users tab. On the Queue tab it seems to make sense. For example, we may have times where we'll have 50 calls in an hour, 40 are answered, 10 abandoned, and 30 refused, because the users were busy and had to pass the call, but most ended up getting answered. 

However, when I go to the User tab for that same hour, it might say something like 40 answered calls but 400 refused. 

I'm trying to figure out who is answering more queue calls, and who is refusing more, but I feel like I can't trust this data on a per user basis. If we have 30 answered calls in an hour, and it's saying one of my users had 80 refused, how is that possible? 

Is anybody else having this issue? I wonder if maybe my reporting is just messing up, or if this is a common occurrence.
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Jacob Fontenot

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Posted 2 months ago

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