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Two numbers that you expected to match — a report, the dashboard, and the wallboard — don’t.

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Quick checks

  • Are you comparing the exact same date range on both screens?
  • Are you comparing a live view (wallboard) against a historical one (a report)?

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Cause: you’re comparing a live view to a historical one

How to check: The wallboard and campaign monitor show live, in-progress activity. Standard reports and call detail records only include calls that have already ended — a call still in progress is on the wallboard and nowhere else yet. How to fix: This is expected. Compare again once the calls in question have ended.

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Cause: the two metrics are measuring different things

How to check: Confirm both numbers are actually the same metric, not two different ones that sound similar — see Metric definitions. Service level and abandonment rate, in particular, use different denominators and are commonly compared as if they were meant to agree, when they aren’t. How to fix: Nothing to fix — pick the metric that actually answers your question.

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Cause: different date ranges

How to check: Confirm the exact from and to values on each screen, not just the preset label — “last 30 days” selected at different times of day can resolve to a different window. How to fix: Set the same explicit range on both screens before comparing.

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If none of this worked