Customers are attempting to compare their customized reports based on the Data Access Service with Admin Console reports. But the raw data from the LivePerson Data Access service cannot be compared to data in Admin Console reports because the data is recorded differently in each of these systems. For more details, see Data Access vs. Admin Console Reports.
A customer is comparing their customized report based on the Data Access Service with an Admin Console Chat Volume report. One more chat was recorded for a specific agent in the January 2nd Admin Console Chat Volume report than in their customized report for January 2nd.
Possible cause 1: The agent worked through two reporting periods.
A visitor clicked to start a chat just before 12am on January 2nd but the chat reached an agent after 12am.
Possible cause 2: The Admin Console was set to a time zone other than GMT while the Data Access Service time zone is GMT.
A visitor clicked to start a chat on January 3rd at 5am GMT and the chat reached the agent 2 minutes later.
Discrepancies Data Access Service Admin Console Reports Volume Scope timestamp raw data processed algorithm core legacy