Q: Why am I seeing a discrepancy in call volume between CommunityWFM and our ACD? Does CommunityWFM register short calls?
A: Community is a passive participant and includes only what is sent by the ACD. If there are short calls that aren’t fully processed and sent by the ACD, this could lead to a discrepancy. For abandoned calls, some ACDs may not count calls fewer than X seconds, but Community will count any abandoned call presented as abandoned, regardless of timing.