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TASKE Support Knowledge Base

Call Statistics Compared Across Reports Do Not Match

Last Updated: 3-Jun-2011
Important: the solution this article presents requires restarting the TASKE server computer. This will temporarily stop data collection. All system restarts should occur outside of the normal business hours to prevent data loss.

Summary

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 statistics 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 a resource unless they are added to Administrator. These resources will be unavailable for real-time monitoring, inclusion in reports, and Visualizer searches.

A common example of this is often found in 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 the resources entered in TASKE Administrator.

If there are inconsistencies:

  1. Use the Database Utilities in the TASKE Administrator to empty and archive your current database.
  2. Then use the TASKE Database Update Wizard to populate TASKE Administrator with resources from the telephone system.
  3. For the changes to the Administrator to take effect, you will need to restart the Information Server.

Refer to the online help on the TASKE server computer for detailed instructions under “Emptying and Archiving the Current Database” and “Populating the Database with Telephone System Information” located in the “Using the System Utilities” topic.


Applies to:

Telephone Systems:

  • All

Tags:

administrationdatabaseDatabase Updateresources

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