Discrepancy

AKA: Discrepancy (Queue Entries), Discrepancy (Queue Interactions)

Statistic Name	Description	Function/Formula	API Name
Discrepancy (Queue Entries)	This description of Discrepancy applies only to the Queue Entries report with the following columns: Handled Interactions, Queue Abandons, Queue Callbacks, and Queue Ended, and the difference in the number of Queue Entries and the possible ways to exit the queue (Handled Interactions, Queue Abandons, Queue Callbacks, and Queue Ended). In other words: Discrepancy = Queue Entries - (Handled Interactions + Queue Abandons + Queue Callbacks + Queue Ended)
Discrepancy (Queue Interactions)	This description of Discrepancy applies only to the Queue Interactions report with the following columns: Handled Interactions, Queue Abandons, Queue Callbacks, Add Participant Canceled, Queue Ended, and Queue Timeouts, and the difference in the number of Queue Interactions and the possible ways to exit the queue (Handled Interactions, Queue Abandons, Queue Callbacks, Add Participant Canceled, Queue Ended, and Queue Timeouts). In other words: Discrepancy = Queue Interactions - (Handled Interactions+ Queue Abandons + Queue Callbacks + Add Participant Canceled + Queue Ended + Queue Timeouts)

For more information:

Discrepancies typically occur when something happens in the flow that hasn't been defined. If there are discrepancies, check the following:

Is the interaction ongoing or has it recently ended? If the interaction is ongoing or recently ended, the reporting data may still be processing. Check back a couple of minutes after the interaction ends.

Are the interactions causing the discrepancy marked as Flagged? If the interactions causing the discrepancy are Flagged and were received on the same flow, review the flow to identify whether it needs some configuration adjustments. You can view a report that contains the flagged column, for example the Interaction Detail report, to see if there are interactions marked as Flagged.

If your report contains a discrepancy that you need to investigate, please contact Lifesize, Inc. Support for assistance. To assist with troubleshooting, please provide Support with the following information about the discrepancy:

• tenant name/ID

• interaction ID (if known)

• queue name

• date

• timezone

• time (if known)

• customer ID (if known)

• name of the agent involved in the interaction (if known)

• a screenshot of the report showing the discrepancy and any filters applied

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Queue Interactions

Queue Entries