← 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
5 field values over cap · 57.3h 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 |
|---|---|---|---|---|---|---|---|---|---|
| 2026-08-12 | Dina Alonzo | ACA00012 | Answering machines | Review | 42.96h | 30m | 42.46h | 0.3m | 32bb35f2-a152-4a84-8c13-aa1801ffb9ff |
| 2026-08-11 | Dina Alonzo | ACA00012 | Interested/Not Ready | Review | 14.19h | 30m | 13.69h | 3.0m | 6394ae6d-cd68-4b5e-90c0-051772e2f7f5 |
| 2026-08-12 | Dina Alonzo | ACA00012 | Hang up | Review | 1.03h | 30m | 32m | 0.0m | fc139a3c-c8be-45b6-92b8-56106d82f988 |
| 2026-08-11 | Dina Alonzo | ACA00011 | Voicemail | Review | 1.03h | 30m | 32m | 0.5m | 79d1f48b-2594-4113-9971-91a74202d94c |
| 2026-08-11 | Dina Alonzo | ACA00012 | Voicemail | Review | 34m | 30m | 4m | 0.8m | 5595c70a-27a6-4195-b7a6-c15ce4c16275 |
| Total | — | — | — | — | — | — | 57.3h | — | — |
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
2 calls| Date | Agent | Campaign | DirectionQueue time on an OUTBOUND row is its own anomaly — a dial should carry none at all | Disposition | Queue time | Talk | Call Id |
|---|---|---|---|---|---|---|---|
| 2026-08-15 | Dina Alonzo | ACA00009 | outbound | Recall Request | 48.78h | 0.0m | ffe3b896-ec7a-4ce7-9b95-502f2e51851c |
| 2026-08-15 | Efrain Martinez | ACA00009 | outbound | Already renewed | 37.09h | 1.4m | f6c916ab-93db-4bea-b1d2-7e29cf744014 |
| — | — | — | — | — | — | — | — |
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 |
|---|---|---|---|---|---|---|---|
| 2026-08-11 | Dina Alonzo | ACA00012 | outbound | Sale | 0s | 117s | 743a3862-6c54-454f-9e52-e49f83349dd5 |
| — | — | — | — | — | — | — | — |
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.