Untitled Note

Customer Name: Bernadette Diaz Best callback number: 480) 612-9357 Customer's preferred callback time (with time zone): anytime Email address: bernadette@leaseaz.com Problem: Cx is using the business analytics dashboard ALL SSR, but not showing correct information comparing it with the performance report filtering for the last month and with the same ext for example ext 105. Steps to reproduce for business analytics dashboard : -Reports -Analytics -Business analytics -Select dashboard ALL SSR (or test RC we created to get access) -Date range from 09/01 to 09/30 from 7:00 am to 3 pm -User Rachel Cameron Steps to reproduce for performance report -Reports -Analytics -Performance reports -Calls -Date range from 09/01 to 09/30 from 7:00 am to 3 pm -User ext 105 Rachel Cameron Background: Cx recognized the issues after July on the report for August and September. Cx mentioned information in the report for the total of calls is not accurate and cx is pretty sure that the user ext 105 makes and get more than 70 calls per month. Troubleshooting: We replicated the template, and we added more filter options (internal calls, external calls, missed calls) for the dashboard test RC but we are still getting the same information. We also check if there is a custom rules or roles that may be affected and everything seems to be ok. We check the call logs in the admin portal and there is more calls then the dashboard shows too Additional notes: We received support from Maribel Lopez and Jose Guerrero SME. We sent a query to the analytics portal center and they mentioned escalating the case to T3 Samples with SS attached.