Dashboard widgets - Core Live API data vs Report data

Widgets showing report data sometimes show different numbers than seemingly similar widgets showing live data. To understand why this happens, we need to understand where and how the data is collected.

Report data widgets: These widgets show the same numbers as the corresponding Dstny Analytics reports. The data is compiled from CDR files collected from the Dstny Core server. The Analytics platform might in some cases filter this data to present it in a more understandable way.

Live data widgets: These widgets show numbers from a live data API on the Dstny Core server. Some data is accumulated over a time period set in the Dstny Core administration interface. What Dstny Analytics gets from the API is what is shown in the widget.

Example:

Bold is report data from CDR, Yellow is from the Live API source.

Incoming 73 – Total 48 = 25
Total redirected 51 – 25 = 26

26 + 5 Unanswered = 31 missed (some redirected calls are logged as missed in the Live.)

The idea is, that calls that have been queued then redirected directly are not included in Missed, but if redirected after it has been in the queue then it will be counted as missed in Live.

Additionally, there is a difference in the delay in the collection and process of CDR data (typically 20-30 minutes) compared to the Live API updates. This also adds to the perceived differences in the widgets.