QueueMetrics forum

QueueMetrics => General Asterisk configuration => Topic started by: jnicola on June 21, 2011, 17:28:03

Title: Unanswer Calls report problem
Post by: jnicola on June 21, 2011, 17:28:03

Hello all! ,
I'm having problems with unanswer calls report. I'm sure agents doesn't answer calls, and i can't see that in the "unanswer calls" report. I attach a .png
Calls are "incoming calls".
Agent 205 (in .png), was ringing a lot of time. Agent didn't answer the call. The report doesn't show that.
Can somebody help me?

thanks !!

Juan


(http://i56.tinypic.com/2mmectg.png)

Title: Re: Unanswer Calls report problem
Post by: QueueMetrics on June 22, 2011, 10:01:46

That is not counted as "unanswered call" unless no agent ever happens. But it will have a high number of "attempts", and your agent will display a high number of "lost attempts".

Title: Re: Unanswer Calls report problem
Post by: jnicola on June 22, 2011, 15:45:24

aaaaaaaaaaaa!!!!  thank you very much.!

Regards

Ing. Juan Nicola

Title: Re: Unanswer Calls report problem
Post by: QueueMetrics on July 01, 2011, 10:03:34

 ;D

Title: Re: Unanswer Calls report problem
Post by: Tumelo Lathane on July 11, 2012, 13:46:23

Hi,

I have a similar issue, our call centre manager would like to see the name of the agents that were the last attemmpted on the "Agent" column.  We are able to see the name of the last attempted agent if w click on the "details" button.

This should apply to inbound calls. i'm using QM 1.7.1.0 and asterisk 1.8.13.0 FreePBX 2.10.0.8.

e.g. below, all agents that didn't answer incoming calls on a queue are not displayed on the "Agent" column, is it possible to show attemped agents for inbound calls?

or is there a way you can pull a report of "unanswered calls by agents"?

(http://tums.litconsulting.co.za/wp-content/uploads/2012/07/QM.jpg)

Many Thanks
Tums

Title: Re: Unanswer Calls report problem
Post by: QueueMetrics on July 17, 2012, 11:49:22

Not at the moment but we are working on that.
It requires a significant amount of work on the parser and will take a bit more memory to run.
If you really need this feature you can have it custom implemented.

Title: Re: Unanswer Calls report problem
Post by: Tumelo Lathane on September 19, 2012, 12:41:48

Thank you for your reply, would you please point me into the right direction on ow to set this up?

Many Thanks
Tumelo

Title: Re: Unanswer Calls report problem
Post by: QueueMetrics on September 19, 2012, 17:27:07

You should contact Loway support and ask for a customization. They will analyze the cahnges needed and will prepare a quote.