Why does the Talk Reporting Dashboard Total Calls figure not match Calls Accepted by Agents?
The Talk Reporting dashboard includes inbound calls, abandoned in queue, voicemails, outside business hours, and total calls accepted. However it does not include attributes for abandoned in IVR, abandoned in queue, abandoned in voicemail, agent declined calls, agent missed calls, and 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 recommend to use Insights.