Hi Everyone,
I have the Queues setup in FreePBX to Leastrecent strategy. I have a problem that I see a call that was waiting only 10 minutes was picked up before a call that was waiting for more than 20 minutes. Following is the records from Queuemetrics and FreePBX:
QueueMetrics records:Date Caller Queue Wait Duration Pos. Disconnection Handled by Attempts
01/31 - 13:37:14 4444444444 Russian 10:44 1:23 5 Agent Agent/367 1
01/31 - 13:35:39 7777777777 Russian 20:11 0:06 3 Caller Agent/370 1
Corresponding FreePBX records:Calldate Channel Source Clid Dst Disposition Duration
2011-01-31 13:47:56 Local/367@... 4444444444 "M11:RuQ: 44444444444" <44444444444> 367 ANSWERED 01:25
2011-01-31 13:36:29 Zap/6-1... 4444444444 "RuQ: 44444444444" <44444444444> 498 ANSWERED 12:52
2011-01-31 13:55:48 Local/370@... 7777777777 "M21:RuQ: 7777777777" <7777777777> 370 ANSWERED 00:08
2011-01-31 13:35:05 Zap/3-1... 7777777777 "RuQ: 7777777777" <7777777777> 498 ANSWERED 20:51Queue Russian is 498 by number. As you can see Caller number 4444444444 was waiting for 20 minutes and entered the queue before Caller number 7777777777 and yet it was answered 10 minutes after the Caller 444444444. In fact 7777777777 should have been answered first.
As per above FreePBX reports I don't also see any attempts on other extensions so it is not a case of agent not picking up the phone. Both calls were picked up with the first attempt. Of course this is a very busy queue as you can see with the wait times but when an extension becomes available it should be assigned to the longest waiting call shouldn't it?
Any clarifications would be appreciated.
Following is how the queue is setup which is Leastrecent for strategy:
Thanks,
