Total Inbound: 6
Total Outbound: 11
Total Ext to Ext: 0
Total Answered: 9
Total Missed: 8
Total Abandoned: 2
Total Voicemails: 6
Total Outbound: 11
Total Ext to Ext: 0
Total Answered: 9
Total Missed: 8
Total Abandoned: 2
Total Voicemails: 6
Example:
When adding up the Inbound, Outbound, and Ext to Ext total, you get 17. Adding up Answered, Missed, Abandoned, and Voicemail, the total is 25. Why do they not match up?
Expectation:
They are not expected to match:
- The Total Inbound, Outbound and Ext to Ext equals the Total Call count.
- Inbound (6) + Outbound (11) + Ext to Ext (0) = 17 (Total Call Count)
- The Total Answered and Total Missed calls added together will equal the Total call counts (Total Inbound, Outbound and Ext to Ext.)
- Answered (9) + Missed (8) = 17 (Total Call Count)
- The Total Abandoned calls and Total Voicemail calls when added together will equal the Total Missed calls count.
- Abandoned (2) + Voicemails (6) = 8 (Missed)
Note: If the Total Call Count is higher then the Total count when adding the Total Answered and Total Missed calls. This can be due to forward(s) that are configured in the system.