WARMTRANSFER / DATA QUALITY & COVERAGE
Reporting Data Quality & Coverage
2026-08-03 — 2026-08-09 · America/Chicago
Deterministic report · No AI used · WT-REPORT-1.1 · Generated 2026-08-10T12:00:00.000Z
Selected records1,0081,008 source rows
Final queue identity95.3%961 assigned
Complete timings75.1%623 answered contacts
Excluded / duplicate00 excluded · 0 duplicate
Report summary
- Billing accounts for 241 of 1,008 records in this selection.
- The busiest local hour is 08:00–09:00 with 140 records across the selected days.
- 67 records explicitly report abandonment. Other unconnected outcomes remain separate.
- 56 records have an unknown outcome. They remain visible in the denominator.
Field coverage
Coverage denominators reflect the contacts for which each field is applicable. A field this source does not carry is not listed here rather than reported as zero.
Final queue identity95.3%961 of 1,008
Final team identity87.2%879 of 1,008
Final agent identity96.3%799 of 830
Queue wait85.4%709 of 830
Connected duration100.0%830 of 830
Wrap-up duration88.1%731 of 830
Transfer count90.6%913 of 1,008
Data quality & coverage
1,008 input rows · 0 duplicate IDs removed · 0 excluded rows · 1,008 selected records.
- FICTIONAL SAMPLE DATA — generated without customer records or bearer tokens.
- 207 answered records lack one or more duration fields. Each average discloses its own contributing record count.
- Missing or invalid duration and transfer values stay unknown; they are not converted to zero.
- Queue identity uses the Webex queue ID when available; duplicate queue names are shown with an ID suffix.
- Queue attribution uses the final queue carried by each contact; this is not a per-queue-offer or transfer-leg report.
- File coverage is not verified against the source system. An empty day can mean no records or an incomplete export.
How these numbers were calculated
- CUCM CDR
- Records are CUCM call legs. Queue wait, wrap-up, transfer counts and direction stay unknown. A zero duration can be a connected call shorter than one second.
- Records
- Completed contacts for Contact Center; call legs for Webex Calling. Records are not necessarily distinct calls.
- Answered share
- Records explicitly answered / all selected records. Unknown outcomes remain in the denominator.
- Abandoned
- Only records explicitly labeled abandoned. This is not all unanswered records and is not an Analyzer service-level denominator.
- Average queue wait
- Sum of queue-wait seconds / answered records with known queue-wait values. Ring time is not included; this is not ASA.
- Average connected
- Sum of connected seconds / answered records with known connected values. No assumption about whether connected includes hold.
- Average wrap-up
- Sum of wrap-up seconds / answered records with known wrap-up values. Missing values are excluded, not treated as zero.
- Connected + wrap-up
- Mean of connected plus wrap-up seconds, using answered records where both fields exist. Hold is not added. Not labeled Analyzer-parity AHT.
- Transfer share
- Contacts with one or more transfers / contacts with a known transfer count. Transfer events are a separate count.
- Percentiles
- Nearest-rank percentile of known non-negative duration values. Missing values are excluded and the contributing count is printed beside the result.
- Totals
- Ratios use pooled numerators and denominators. Group percentages are never averaged.
- Timezone
- All date filters, daily buckets, and hourly buckets use the timezone printed on the report. Dates select contact start time.
- Coverage
- Includes only supplied records. Gaps are not proof of zero traffic; missing records cannot be reconstructed from an export.
- Attribution
- Contact Center queue, team, and agent identities are the final recorded handler identities. Earlier transfer legs are not included. Agent-state, occupancy, and adherence require a separate session/event dataset.
- Method version
- WT-REPORT-1.1; deterministic calculations; no language-model processing.