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Running QueueMetrics / Duplicated calls in custom stats with considerIncompletetEntities=true
« on: August 30, 2010, 16:15:17 »
I found just now a bit confusing behaviour of QM. I prepared custom report for specific hour, for example 3-4pm. With considerIncompletetEntities=true it returns also calls which started before this period and ends in this period. But if I run custom report from 2-3pm, than in this report I have these calls, too. So the results are degradated with duplicated calls.
When I changed considerIncompletetEntities to 'false', it is OK for calls. But now I can't see agent sessions until they logoff.
Is there any way to setup QM that incomplete calls are not considered, but incomplete agent sessions are considered in main analysis?
Richard
When I changed considerIncompletetEntities to 'false', it is OK for calls. But now I can't see agent sessions until they logoff.
Is there any way to setup QM that incomplete calls are not considered, but incomplete agent sessions are considered in main analysis?
Richard