Symptom
When closely monitoring the Analytics+ and Outbound+ reports, Admins and Supervisors might notice some discrepancies in areas where there should be an overlap.
A good example would be comparing the Outbound+ Productivity Table on outbound calls and the Analytics+ charts showing outbound calls.
Cause
These reports are displaying different data points. Outbound+ values are made from the call history data counting from actual calls, and the Analytics+ data is created from user events.
Solution
If a user started 15 calls, but participated in 20 outbound calls, this would appear as:
- 15 calls shown in "Users with most connected outbound calls" (Analytics+)
- 20 outbound calls under "Outbound calls" in the Productivity (Outbound+)
Ultimately, this means that the user in this example initiated 15 out of the 20 outbound calls attributed to them in the call history.