← 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
0 field values over cap · 0.0h clipped from billableNone in this window.
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
0 sales · outcome recorded, work notNone in this window.
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.