Two reports show different call counts
Compare the same population, time reference and event definition before treating two totals as a data error.
Recognize the symptom
Global Dashboard, Answered calls, Missed calls or Routing Log show different totals for what appears to be the same period. The difference may concern calls, attempts, routing events or a percentage. Write down both metric names and the exact filters before comparing.
Possible causes
One call can produce several routing events and ringing attempts. Different report date semantics, queue selections or groupings also change the population. A displayed answer share without a time threshold is not the same metric as the percentage answered within twenty seconds.
Check before changing anything
Align period, queue selection, filters and PBX time reference, then compare a small sample of completed calls. Read the metric definition rather than relying on an acronym. Use Routing Log to inspect transfers and multiple passages, keeping call identifiers distinct from event counts.
Take a targeted action
Correct the comparison context first. If a transferred call still appears inconsistent after alignment, preserve its identifiers and timeline for support: transfer-related counting remains a case requiring investigation. Do not rewrite source records or adjust totals manually to make two screens match.
Verify the result
Repeat the comparison on the same call sample and explain any remaining difference by a specific definition or event. If no explanation fits, report the reproducible example with both screens’ filters. Do not present every discrepancy as expected merely because the reports serve different purposes.