SLA Reports question

How are Answered Calls higher than Queued calls?

There are three considerations that may cause what you are seeing:

First, what you mention that calls transferred between agents meet the condition of answered calls,

"Answered is the number of calls/chats to this service that were accepted by agents, including calls that selected the Virtual Queue option, answered when called back, and were connected to agents."

Second, calls that are routed directly to agents for any reason will not be queued but will be answered,

Lastly, the incremental checks of direct comparison between these reports will often cause missing numbers because the service metrics report is based on a counters table which triggers when the condition is met where the call detail table is based on an aggregation cycle of interactions.