← Trust· the rows behind each Data Quality check, Call Id included for Nextiva lookup · no phone numbers on this page, by design
Time logged past its cap — the long outliers
1 field values over cap · 0.5h clipped from billable| Date | Agent | Campaign | Disposition | FieldThe time field whose logged value exceeds its schema cap (0000_init.sql) | LoggedWhat Nextiva recorded for this field on this single call | Cap | Clipped from billableLogged minus cap — time excluded from productive hours by the schema, visible only here | TalkActual talk time on the same call — the scale mismatch is the tell | Call Id |
|---|---|---|---|---|---|---|---|---|---|
| 2026-07-31 | Dina Alonzo | ACA00006 | Hang up | Review | 1.01h | 30m | 31m | 0.0m | cc579f10-cbfd-49d0-a9e5-82ffccbd1846 |
| Total | — | — | — | — | — | — | 0.5h | — | — |
Every row keeps its capped contribution — a 30-minute review still bills 30 minutes; only the excess above the cap is clipped. The voicemail-disposition rows with double-digit-hour review values are the pattern to take to Nextiva: sub-minute calls that sat in a review state for hours. Leaving and listening to voicemails is productive time — ring, talk and wrap on these calls all count; the cap only rejects logged values no shift can contain.
Queue time over 2 hours
0 callsNone in this window.
Inbound rows are the /v2/service outliers — no member holds 17 hours. Outbound rows are a separate anomaly: a dial should carry no queue time at all, so these are logging artifacts on the dialer side. Queue time never enters billable hours either way.
Sales with zero handle time — the short outliers
1 sales · outcome recorded, work not| Date | Agent | Campaign | Direction | Disposition | RingRing still counts toward this call's productive time — only talk+hold+wrap are zero | Review | Call Id |
|---|---|---|---|---|---|---|---|
| 2026-07-31 | Katerin Pocasangre | ACA00008 | outbound | Sale | 0s | 764s | 579d903c-a63a-4044-965b-8147aed38115 |
| — | — | — | — | — | — | — | — |
A sale whose talk + hold + wrap all log zero. The sale itself stands — it counts in the 426 — but the call contributed almost nothing to productive hours, which quietly flatters SPH and CPS for these agents. Likely a dialer attribution artifact (the sale logged on a different leg than the conversation); the Call Ids are the thread to pull.