EHLO.
I installed few years ago queuemetrics for a callcenter and everything was perfect, recently they call me up again to upgrade to the newest version, so i did it but on a second server, configure qloaderd, and my newest QM run perfectly . When my client decide to compare information from the oldest QM and newest, some information just seems confusing.
here are the examples:
Old server Qm version is -1.6.3.1
Report Details:
Atomic queue(s) considered: 400 [400]
Period start date: October 25 2013, 00:00
Period end date: October 25 2013, 23:59
Total calls processed: 106
78.3% ans / 21.7% unans
All calls
All calls:
N. calls answered by operators: 83
Average call length: 215.7 s.
Min call length: 0:02
Max call length: 15:57
Total call length: 5.0 H
Average call waiting time: 20.0 s.
Min waiting time: 0:00
Max waiting time: 8:17
Total waiting time: 0.5 H
Average initial position 1.0
Min initial position 1
Max initial position 2
Coverage 78.3%
Calls fully within the given time interval
Calls fully within the given time interval:
N. calls answered by operators: 83
Average call length: 215.7 s.
Min call length: 0:02
Max call length: 15:57
Total call length: 5.0 H
Average call waiting time: 20.0 s.
Min waiting time: 0:00
Max waiting time: 8:17
Total waiting time: 0.5 H
Average initial position 1.0
Min initial position 1
Max initial position 2
Coverage 78.3%
Agents on queue
Agent N. Calls ... Total call time Average call time
DIANA CAROLINA OLAYA ROJAS 20 24.1% 1:30:19 4:30
DAYANA VANESSA OLIVER ARIAS 31 37.3% 1:59:10 3:50
ANGIE CATHERINE MORENO VARGAS 32 38.6% 1:28:53 2:46
new server QM version is 13.04.2-557
Report Details:
Atomic queue(s) considered: 400 [400]
Period start date: October 25 2013, 00:00
Period end date: October 25 2013, 23:59
Total calls processed: 106
78.3% ans / 21.7% unans
Multi-stint calls joined together 106
All calls:
N. calls answered by operators: 83
Average call length: 431.4 s.
Min call length: 0:04
Max call length: 31:54
Total call length: 9.9 H
Average call waiting time: 40.1 s.
Min waiting time: 0:00
Max waiting time: 16:34
Total waiting time: 0.9 H
Average initial position 0.0
Min initial position 0
Max initial position 0
Coverage 0.0%
Calls fully within the given time interval
Calls fully within the given time interval:
N. calls answered by operators: 83
Average call length: 431.4 s.
Min call length: 0:04
Max call length: 31:54
Total call length: 9.9 H
Average call waiting time: 40.1 s.
Min waiting time: 0:00
Max waiting time: 16:34
Total waiting time: 0.9 H
Average initial position 0.0
Min initial position 0
Max initial position 0
Coverage 0.0%
Agents on queue
DIANA CAROLINA O...
DAYANA VANESSA O...
ANGIE CATHERINE ...
Agent N. Calls ... Total call time Average call time
DIANA CAROLINA OLAYA ROJAS 20 24.1% 3:00:38 9:01
DAYANA VANESSA OLIVER ARIAS 31 37.3% 3:58:20 7:41
ANGIE CATHERINE MORENO VARGAS 32 38.6% 2:57:46 5:33
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As you can see calls and percent match on each server on Total calls processed, but Average call length, Average call waiting time duplicate his value to double, Coverage on old server is 78% while in the new server is 0%.
Agents on queue values like total call time and Average call time is duplicated on new version too.
i activate the parameter default.joinMultiStintCalls to true on new server because if i didn't calls duplicate to 200% percent.
I really don't know how to explain this to my client because new version should be start to be on production as soon as possible but they don't trust on it or maybe the problem is the old one. perhaps i should adjust some option on new version , i don't know.
Thanks !
