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

Mark Presten August 3, 2023

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?

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Rafael Meira
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 7, 2023

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 August 7, 2023

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
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 7, 2023

Hey @Mark Presten 

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


Best,
Rafa

Mark Presten August 7, 2023

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

Rafael Meira
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
August 7, 2023

In response to your query about the difference between "incoming calls" and "total calls," it's possible for calls to come in but be neither missed nor answered.

Additionally, the discrepancy could be attributed to multiple missed calls from the same number.

It's important to note that the columns are individual SQL queries, so the "total" columns may not always equal the sum of the others displayed.

Mark Presten August 7, 2023

Ah thank you for the clarification!

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