Why is the TOTAL CALLS FOR AGENTS less than TOTAL ACD Calls?

[John Richard Procter]

RUBY report: Group Report: Why is the TOTAL CALLS FOR AGENTS less than TOTAL ACD Calls?

Explanation of two columns:

1. The total in the "Total ACD calls" is a figure provided by
   the PABX (not calculated).
2. The "Total" in the "Agents" column under "Calls" is calculted
   by SMDR data received for the agent. This will be influenced by:

• The SMDR data must give off the correct extension/virtual
  extension for the agent.
  
• The extensions and virtual extension must be configured in TOPAZ.
  If TOPAZ is not used, then RUBYTAPI will send this information to RUBY.
• The agent must be logged in for the calls to register in RUBY.
• RUBY must be configure correct for the agent to update the agent
  calls to RUBY.

Explanation of reasons why there can be difference between the two columns:
• A call that was received just before or just after the hour
  being reported on.
• If the agent received a call that is not a Call Centre Call
  (did not go via the queue to the agent), for example dialed direct
  to agent extension.
• Transferred calls will count up as an agent call, but not
  show under the ACD information (aswell as internal calls).
• If the call left the queue (not to an agent) and returned to
  the queue it will register more than one call on the
  TOTAL ACD CALLS" and not match to the agent total. For example
  if a call waits in a queue, then goes to a message waiting and
  back to the queue, the system can count it as a 2nd call in the
  Total ACD Call depending on the specific site setup.