Messages

16

Running QueueMetrics / Re: Discrepancies in Queuemetrics reports vs. payroll vs. database

« on: August 08, 2011, 13:05:41 »

any one have any ideas ?

17

Running QueueMetrics / Discrepancies in Queuemetrics reports vs. payroll vs. database

« on: August 03, 2011, 00:57:37 »

It seems that there is a discrepancy in data shown for the agents sessions between the Agents Performance by ACD group, and the payroll function... while this may be the proper behaviour, it is throwing us off quite a bit here. It seems that the sessions are not reported in the agent detail report when the agent doesnt receive a call during their session... the database records match with the payroll records exactly, but the agent detail report is missing the two sessions which the agent received no calls.

I *could* switch to using the payroll module to pull these reports but was hoping to not have to retrain a bunch of staff on report pulling and im not quite sure why the detail report would neglect the sessions where no calls were received.

ANy info would be awesome!

Thanks guys!


Image of Payroll for 7/27/11:





Image of Queuemetrics Agents reports tab for 7/27/11:





grep of "Agent/3578" from queue_log (split into sessions):

1311764490|1311764486.1246294|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311765864|1311765856.1246360|1031|Agent/3578|CONNECT|3|1311765861.1246363
1311766121|1311765856.1246360|1031|Agent/3578|COMPLETECALLER|3|257|1
1311768902|1311768893.1246448|1031|Agent/3578|CONNECT|3|1311768899.1246451
1311769254|1311768893.1246448|1031|Agent/3578|COMPLETECALLER|3|352|1
1311769960|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|5470|CommandLogoff

1311770847|1311770843.1246577|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311772572|1311772551.1246678|1028|Agent/3578|CONNECT|3|1311772569.1246682
1311772996|1311772551.1246678|1028|Agent/3578|COMPLETECALLER|3|424|1
1311774509|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|3662|CommandLogoff
1311774511|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF||1311774511|CommandLogoff

1311774771|1311774767.1246902|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311775719|1311775695.1247005|1028|Agent/3578|CONNECT|3|1311775716.1247013
1311775733|1311775695.1247005|1028|Agent/3578|COMPLETEAGENT|3|14|1
1311775853|1311775844.1247040|1031|Agent/3578|CONNECT|3|1311775850.1247043
1311775865|1311775844.1247040|1031|Agent/3578|COMPLETEAGENT|3|12|1
1311775929|1311775906.1247056|1026|Agent/3578|CONNECT|3|1311775926.1247064
1311776001|1311775906.1247056|1026|Agent/3578|COMPLETEAGENT|3|72|1
1311776005|1311775923.1247061|1048|Agent/3578|CONNECT|58|1311776002.1247073
1311776016|1311775923.1247061|1048|Agent/3578|COMPLETEAGENT|58|11|1
1311778997|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|4226|CommandLogoff

1311780893|1311780889.1247652|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311781490|1311781455.1247678|1028|Agent/3578|CONNECT|18|1311781487.1247690
1311781877|1311781455.1247678|1028|Agent/3578|COMPLETECALLER|18|387|1
1311783216|1311783187.1247828|1026|Agent/3578|CONNECT|18|1311783213.1247840
1311783358|1311783187.1247828|1026|Agent/3578|COMPLETECALLER|18|142|1
1311784662|1311784635.1247988|1027|Agent/3578|CONNECT|3|1311784659.1247996
1311784776|1311784635.1247988|1027|Agent/3578|COMPLETECALLER|3|114|1
1311784780|1311784653.1247989|1028|Agent/3578|CONNECT|109|1311784777.1248016
1311784954|1311784653.1247989|1028|Agent/3578|COMPLETECALLER|109|174|1
1311785534|1311785525.1248214|1031|Agent/3578|CONNECT|3|1311785531.1248217
1311785626|1311785525.1248214|1031|Agent/3578|COMPLETECALLER|3|92|1
1311786552|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|5659|CommandLogoff

1311786981|1311786977.1248357|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311789430|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|2449|CommandLogoff

1311790005|1311790001.1248661|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311790525|1311790504.1248717|1026|Agent/3578|CONNECT|3|1311790522.1248721
1311790825|1311790504.1248717|1026|Agent/3578|COMPLETECALLER|3|300|1
1311791273|1311791253.1248800|1028|Agent/3578|CONNECT|3|1311791270.1248808
1311791565|1311791253.1248800|1028|Agent/3578|COMPLETECALLER|3|292|1
1311792168|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|2163|CommandLogoff

1311793079|1311793075.1249056|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311794916|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|1837|CommandLogoff

18

Running QueueMetrics / Re: "Ongoing" calls at the end of a report

« on: April 20, 2010, 21:43:41 »

Hi, I hate to ask so soon, but where can we check the status of this bug as I have just noticed that I am suffering from the same issue.

19

Running QueueMetrics / Re: Call put on hold by agent

« on: July 09, 2009, 20:13:07 »

There is definitely an event triggered that could be tracked, otherwise music on hold would never work.

    -- SIP/FlowRoute-b683f810 is making progress passing it to SIP/1184-08269860
    -- SIP/FlowRoute-b683f810 answered SIP/1184-08269860
(hold button pressed)
    -- Started music on hold, class 'default', on SIP/FlowRoute-b683f810
(call resumed)
    -- Stopped music on hold on SIP/FlowRoute-b683f810


Could this not be tracked in QM somehow, since it is one of the more important metrics in determining agent performance in an inbound call center.