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Why don't Incoming Calls and Total Calls match when looking at user data?

Mark Presten

When looking at Incoming Call Routing > Incoming Call Usage per User, why don't Incoming Calls and Total Calls match? What is the difference between the two?

Accepted answers

Rafael Meira_bepskb

Hello @Mark Presten happy to help.

Could you share more information? Which report are you pulling exactly, could you share a screenshot?

Best,
Rafa

All comments

Rafael Meira_bepskb

Hello @Mark Presten happy to help.

Could you share more information? Which report are you pulling exactly, could you share a screenshot?

Best,
Rafa

Mark Presten

Hey @Rafael Meira . Thanks for the response. Here is what I am referring to. This chart can be found in Analytics > Incoming Call Routing > Incoming Call Usage per User. My question is why do total calls and incoming calls not match?

Screen Shot 2023-08-07 at 9.41.43 AM.png

Rafael Meira_bepskb

Hey @Mark Presten

Seems like it is the addition of answered + missed ones.

Best,
Rafa

Mark Presten

Thanks, but why are some of those missed not counted as incoming calls?

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