Article 10167: Call Statistics Compared Across Reports Do Not Match

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Summary

This article explains how adding resources (trunks, extensions, agents, or queues) to the telephone system programming and failing to add these same resources to TASKE Administrator may cause TASKE Reports to not match one another.

Issue

Call statistics compared across different TASKE reports are not matching.

Reason

Often this is due to the addition of a resource to the telephone system programming that was not added to TASKE Administrator. TASKE applications cannot monitor or report on telephone system resources unless these resources are added to Administrator. Adding a resource to the telephone system programming and failing to add this resource to Administrator will cause this resource to be unavailable for real-time monitoring, inclusion in reports, and Visualizer searches.

The most common occurrence of reports not matching due to inconsistent database programming between the telephone system and Administrator are the Agent Group and Queue by Interval reports. If an agent is present in the telephone system programming but not in TASKE Administrator, the Queue by Interval report will report more calls than the Agent Group report. This is because the Queue by Interval report shows all calls offered to the agent group, but the Agent Group report can only show calls handled by the agents in Administrator. This means all calls handled by agents not in Administrator are omitted from the Agent Group reports.

Solution

Sites experiencing this issue should compare the telephone system programming with TASKE Administrator. Upon finding inconsistencies, the site should archive the TASKE Administrator database and use the TASKE Database Update Wizard to populate TASKE Administrator with resources from the telephone system.

Refer to the TASKE Console online help on the TASKE server computer to find instruction for archiving the TASKE Administrator database and populating Administrator using the Database Update Wizard.