Duplicated calls in custom stats with considerIncompletetEntities=true

[rbaar]

I found just now a bit confusing behaviour of QM. I prepared custom report for specific hour, for example 3-4pm. With considerIncompletetEntities=true it returns also calls which started before this period and ends in this period. But if I run custom report from 2-3pm, than in this report I have these calls, too. So the results are degradated with duplicated calls.

When I changed considerIncompletetEntities to 'false', it is OK for calls. But now I can't see agent sessions until they logoff.

Is there any way to setup QM that incomplete calls are not considered, but incomplete agent sessions are considered in main analysis?

Richard

[marcos]

Hi Richard.

Unfortunately not.
For speed optimization purposes we use only one key that defines what will be the timespan used by QueueMetrics when calculating figures.
You can't, in this case, exclude incomplete calls but include incomplete sessions and vice-versa.


Thank you and regards,
Marco Signorini.