Abandoned calls in tables - Not in queuemetrics reports

[bashed]

Hi there,

I'm testing queuemetrics to check if this tool fills my needs in work,
but I got a strange situation.

Queuemetrics shows me in a custom report that I got 2 Abandoned calls,
but, if I check in call_center database, I have really 3 calls marked as
Abandoned in tables call_entry and call_progress_log.

Why queuemetrics tells me that I have 2 Abandoned calls and same time
that call_center tables show 3 calls with abandoned status?

Trying to find where is the problem I looked at asteriskcdrdb , table
cdr and I took a screenshot from the data records.
I'm sending Attached screenshot of the results, where ID 3 and 5 (orange
lines) are Abandoned calls, in Queuemetrics report, but in all
call_center tables the ID 4 have status as Abandoned, and queumetrics
don't detected  this as Abandoned.


Whats wrong? Please help me to understand it.

Best Regards

[mirkox]

Hi,

Queuemetrics reports that call, but not as Abandoned, or it doesn't show it at all?

What you can do is to find the call_id of that call and do a grep on /var/log/asterisk/queue_log wth that id, and post it here so that we can see the whole life-cycle of that call.

Thanks

Mirko

[bashed]

Hi,

Queuemetrics report this call as terminated.

here the log, same order from previous posted table:

Code: [Select]

1385560107|1385560070.67056|931|NONE|ENTERQUEUE||0000007723|1
1385560108|1385560070.67056|931|Agent/1374|CONNECT|1|1385560107.67058|0
1385560108|1385560070.67056|931|Agent/1374|COMPLETECALLER|1|0|1

1391713830|1391713803.137898|931|NONE|ENTERQUEUE||0000008603|1
1391713834|1391713803.137898|931|Agent/1438|CONNECT|4|1391713830.137902|0
1391713834|1391713803.137898|931|Agent/1438|COMPLETECALLER|4|0|1

1391724552|1391724526.139486|931|NONE|ENTERQUEUE||0000001561|4
1391724806|1391724526.139486|931|NONE|ABANDON|2|4|254

Strange thing is that Queuemetrics shows this for more calls, exactly same case.
In QM reports calls are terminated, but in call_center tables the same calls show as Abandoned.
What the method QM use to filter Terminated or Abandoned calls? I guess that QM dont use only call_center call status from each call.

[mirkox]

Hi,

it's known that Asterisk CDR is not very precise. From what we can see in queue_log lines you sent us, just the third call were abandoned before an agent's answer, whereas the first two were completed after the agent's answer (but in less of a second).
That's why in QueueMetrics you get a call with duration 0.00.

QueueMetrics doesn't evaluate a single queue_log line at time but the entire story of the call.

Kind Regards
Mirko

[bashed]

Hi Mirko,

I'm understanding now how QM works.

If you tell me that the calls need to have at least 3 (or more) seconds long to be seen as a completed call, make more sense for a real count of the abandoned and terminated calls. But if this is the rule, 'cause QM detects only first call from my case as abandon and another as Terminated if them have same particulars? Which are parameters considered as filter?
e.g. Asterisk logs with terminated calls with less than 3 seconds QM always will consider as abandon.

I already got situations where QM shows 0 duration and asterisk logs showing more than 90 seconds of conversation, including audio record files.

My problem is, in future, when decide to use QM with full load and get problems with count of abandoned and terminated calls conflicting with Asterisk infos and logs.

There's a known error of precision (%) from QM reports or this is an Asterisk fault about how to consider duration of a real conversation (terminated calls with at least X seconds)?

best regards

[QueueMetrics]

Hello Bashed,
QM tracks calls on queues, and tries very hard to be 100% accurate on them. We do not track calls outside of queues, unless you earmark them for tracking (e.g. by entering IVR on them).