Why does the Talk Reporting Dashboard Total Calls figure not match Calls Accepted by Agents?
The Talk Reporting dashboard includes inbound calls, calls abandoned in queue, voicemails, calls outside business hours and total calls accepted. However it does not include attributes for calls abandoned in IVR, calls abandoned in queue, calls abandoned in voicemail, agent declined calls, agent missed calls or calls abandoned on-hold.
These attributes sum to equal the Total Calls however not all are displayed in the Talk Reporting Overview. To report on these figures you would need to use Insights. See Understanding the calls dataset in Insights for more information. For the most robust Talk reporting, it is recommended to use Insights.