difference in total talk time

[ZeeTech]

Hi,
Total Talk time and Average Talk Time are different in Inbound Summary hourly Report and Inbound Daily Report, for example summary hourly report showing total talk time 00:48:46 however in inbound daily report it is 00:44:20

Please review attach screenshot and advise.
https://i.imgsafe.org/03a497c2eb.png
https://i.imgsafe.org/03a112f712.png


Environment information
Vicidial VERSION: 2.12-479a, BUILD: 150313-0912
asterisk 1.8, libpri version: 1.4.15 with DAHDI Version: 2.6
Dell R720 – No additional hardware.

[mflorell]

You didn't show the parameters that you used to generate each report.

[ZeeTech]

parameters are same for both reports, like i select a particular in-group and full 24 hours report.

[ZeeTech]

PFA same report with inbound parameters.

https://s11.postimg.org/gxl7z1uz7/Inbou ... Report.png
https://s15.postimg.org/lkmi75ea3/Inbou ... Report.png

[mflorell]

Well, they are different reports, and they use different queries to pull the talk time. You can look in the code to see what the exact queries are that are used. Each of these reports were built based upon specific client requirements, which is why there are often differences between reports.

[ZeeTech]

Thank you for your response, certainly these are two different reports but i need to identify which report is generating more accurate data in terms of Average Talk Time & Total Talk time for my inbound calls. Ideally it should be same in both reports.

[williamconley]

It should not be the same in both reports. Talk time of agents is never the same as talk time of prospects. Don't forget overlap with consultation calls and transfers. Plus the concept of parked / on hold which may or may not count depending on whether there are still some parties in the call or not.

Your best bet is some carefully planned test calls with specific times for various activities, then check the reports to see which numbers appear to meet your need.

Pause, Park, Hold, Transfer (Blind), Transfer (Consultative), Transfer (3-Way) ... all can have an effect. Test them all.