QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: bhenry on January 16, 2012, 21:25:16

Title: Stints/Wait Time not counted correctly for multi stint calls
Post by: bhenry on January 16, 2012, 21:25:16

I am running version 1.7.10.  I am seeing inconsistent reporting for stints and wait time based on the type of report.  Consider a call that goes cascades from Queue 1 (3 minutes) to Queue 2 (2 minute) back to Queue 1 and is answered (5 seconds).  The call has a wait time of 5 minutes and 5 seconds. 

A custom report for today on a Queue (that includes both Queue1 and Queue 2)  will show Answer Details as having the correct wait time and correct number of stints.  A Custom report for today + filter for agent name  on a Queue (that includes both Queue1 and Queue 2) will show a wait time of 5 seconds and a single stint.  It seems that Queuemetrics is not considering multi stint calls under certain conditions even though I have set joinMultiStintCalls=true.  Am I missing something?

Title: Re: Stints/Wait Time not counted correctly for multi stint calls
Post by: QueueMetrics on January 18, 2012, 18:04:36

I think this is caused by an incorrect order of filtering - we have opened a bug and will notify you when ready.

Title: Re: Stints/Wait Time not counted correctly for multi stint calls
Post by: QueueMetrics on January 18, 2012, 18:05:45

This is bug #1535

Title: Re: Stints/Wait Time not counted correctly for multi stint calls
Post by: marcos on May 11, 2012, 12:00:23

... and it's fixed on next coming QM 12.5 release.

Thanks.
Marco.