The frequently asked questions about Reporting
Updated: December 09, 2024
Q: What is the difference between Call Reporting and Agent Reporting?
A: Call Reporting and Agent Reporting are two distinct features in our system that serve different purposes. Call Reporting focuses on tracking calls based on the assigned phone numbers, while Agent Reporting focuses on tracking calls based on individual agents/staff members.
Q: How do the filters differ between Call Reporting and Agent Reporting?
A: In Call Reporting, the filter is applied based on the assigned phone number, which may have a given name such as "Max." On the other hand, in Agent Reporting, the filter is applied based on individual agents/staff members.
Q: Why might there be a mismatch between Call Reporting and Agent Reporting data?
A: The mismatch between Call Reporting and Agent Reporting data can occur due to the nature of how calls are tracked. In Agent Reporting, the call count includes all contacts assigned to "Max", as well as calls received or made by Max. However, in Call Reporting, the calls made to contacts assigned to Max may have been handled by someone else, leading to differences in statistics.
Q: How can I ensure accurate reporting when comparing data from Call Reporting and Agent Reporting?
A: To ensure accurate reporting, it's essential to understand the differences between the two reporting methods and the factors that may contribute to discrepancies. When comparing data from Call Reporting and Agent Reporting, consider the specific filters applied and the criteria used for tracking calls in each system. Additionally, verify that the configurations align with your intended reporting objectives to minimize any potential discrepancies.