Differences Between Mobile Service Cloud Reports and CM Analytics Portal

Why do the number of WhatsApp messages differ between MSC Reports and the CM Analytics Portal?

The discrepancy exists because each platform uses different criteria to report data:

• Mobile Service Cloud Reports (in-app): Displays data based on the start date of conversations.

• CM Analytics Portal: Displays data based on any activity within the selected date range, even if the conversation started on a different day.

Which data source is considered "correct"?

Both platforms are technically correct, but they reflect different aspects of conversation data:

• The in-app report focuses on when a conversation started.

• The Analytics Portal focuses on what happened during the time range selected.

Why did the report show different numbers at different times for the same agent and day?

The data may be updated or synced at different intervals, causing slight variances.

Which report should we use for performance evaluation and service quality tracking?

We recommend using the CM Analytics Portal for:

• More comprehensive activity tracking

• Consistent and data-rich reports

However, if the in-app reporting better suits your specific needs or workflows, it's fine to use that as long as it's used consistently and not compared directly with Analytics data.

Can we align both platforms to avoid confusion in the future?

Due to the fundamental differences in how data is filtered and displayed, it's not advisable to try to align them. Instead, choose one platform as your primary reporting tool for KPIs and stick to that for consistency.