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Why are chat numbers not the same between chat report and incidents created by source (chat)?

in Reporting & Analytics for B2C Service 1 comment

Summary:

Chat Activity Report and Incidents Created by Source not showing the same numbers for live chat

Content (required):

If I run the Chat Activity Report and the Incidents Created by Source report with the same date parameters and no additional filters the Incidents Created by Source is showing almost double the amount of incidents with the source of Chat than the number of chats returned on the Chat Activity Report. Why would that be?

Version (include the version you are using, if applicable):

22C

Code Snippet (add any code snippets that support your topic, if applicable):

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