Author Topic: Custom Report not displaying calls when using a custom time range  (Read 1117 times)

rkimberling

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When running a custom report, if we try to narrow down a search using a custom timeframe, it displays zero calls.

Example:
Agent logged in and took first call at 11:33. If I search from 11:30 - 16:30, it shows all calls from that time range.

If I change the start time from 11:30 to 11:31 to narrow down the search, it shows zero calls were taken, even though there are calls taken at 11:31, 11:34 and so on. It appears that the only way to search is by starting at a time before they took their first call, such as 11:30 or if I start at 00:00 it shows all calls.

Does anyone have any idea why we can't search for specific time ranges? Such as if I only wanted to see calls this agent took between 11:45 and 12:45?

Screenshots:
--------------

Search from 1130 - 1630
http://postimg.org/image/skyyjqqhh/

Results from 1130 - 1630
http://postimg.org/image/5k0c742ct/
(Shows all calls within the time range like you would expect)

Search from 1131 - 1630
http://postimg.org/image/o6b85i2t3/

Results from 1131 - 1630
http://postimg.org/image/resm8uxqn/
(Shows zero calls even though there are definitely calls within that time range)
« Last Edit: July 20, 2015, 18:07:46 by rkimberling »

rkimberling

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Mirko from QM support helped clear this up for me. Here is an explanation in case anyone else has the same question:

the problem here is that the report period should contain the agent's log in
event. Otherwise QueueMetrics can't know which agent has handled the call.

I mean, when an agent (say agent/101) logs in the queue, he tells QueueMetrics
which extension he will use (say SIP/200). So QueueMetrics will write on
queue_log a custom line "HOTDESK" which tells: "for this session SIP/200 is
used by Agent/101").


If you run a report which doesn't contain the HOTDESK report QueueMetrics won't
know that SIP/200 was used by Agent/101.. what will happen is that if you
filter by agent/101 you won't see any call because, yes there calls handled by
the phone SIP/200, but QM doesn't know that SIP/200 is Agent/101

Mirko