Why is there is more calls answered that received in the acd

[John Richard Procter]

Why is there is more calls answered that received in the acd on the RUBY report,'Group Report per hour of day'.

In the 'Agent' heading column under 'Calls' and 'Total', the 'Total' is the number
of calls received on an extension . The following will influence these totals:

1. A call to the direct extension will not be part of the 'Total ACD Calls'.
2. Agents transferrring calls within a call group.
3. An extension set re-direct calls to another extension in the group.
4. If an agent does a direct transfer to an extension in the same call group.