Issue: 


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.


Explanation: 


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 Causes: 


Possible cause 1: The agent worked through two reporting periods.


For example:

A visitor clicked to start a chat just before 12am on January 2nd but the chat reached an agent after 12am.

  • The Admin Console Chat Volume report put a January 2nd timestamp on the chat because it records chats when a visitor clicks to chat. Therefore the January 2nd Admin Console Chat Volume report includes the chat.

  • The Data Access Service reported the chat on January 3rd because it records a chat when it is accepted by an agent. Therefore the January 2nd Admin Console Chat Volume report does not include the chat.

 

Possible cause 2: The Admin Console was set to a time zone other than GMT while the Data Access Service time zone is GMT.


For example:

A visitor clicked to start a chat on January 3rd at 5am GMT and the chat reached the agent 2 minutes later.

  • The Admin Console Chat Volume report put a January 2nd timestamp on the chat because the Admin Console report was set to EST which is 7 hours earlier than GMT. Therefore the January 2nd Admin Console Chat Volume report includes the chat.

  • The Data Access Service reported the chat on January 3rd because the Data Access Service time zone is GMT. Therefore the customized report for January 2nd doesn't include this chat because the chat reached the agent on January 3rd GMT.

 

Keywords: 

Discrepancies Data Access Service Admin Console Reports Volume Scope timestamp raw data processed algorithm core legacy