Author Topic: Tracking an unpicked call  (Read 4840 times)

Richarddb

  • Jr. Member
  • **
  • Posts: 57
  • Karma: 0
    • View Profile
Tracking an unpicked call
« on: January 19, 2010, 15:29:10 »
Hi,

I'm wondering if there is a possibility that Queuemetrics can log which agent is getting a call and doesn't pick it up.

Regards

Queuemetrics 1.5.5
Asterisk 1.4.21.2
« Last Edit: January 19, 2010, 15:32:52 by Richarddb »

QueueMetrics

  • Loway
  • Hero Member
  • *
  • Posts: 2999
  • Karma: 39
    • View Profile
    • QueueMetrics
Re: Tracking an unpicked call
« Reply #1 on: January 22, 2010, 15:25:15 »
It's already included . see the "attempts" page.

Richarddb

  • Jr. Member
  • **
  • Posts: 57
  • Karma: 0
    • View Profile
Re: Tracking an unpicked call
« Reply #2 on: January 26, 2010, 09:24:19 »
I understand that when i look at the unanswered page, there is no name in the field 'agent'. But when i look at the attempts page, i also don't see who did pick it up. When i look at the field 'attempts' on the unanswered page, there is always a '0' when the agent us unknown. Is that why it doesn't show it on the attempts page? And how can i make this work?

To make it clear i will put a screenshot:





Thanks

QueueMetrics

  • Loway
  • Hero Member
  • *
  • Posts: 2999
  • Karma: 39
    • View Profile
    • QueueMetrics
Re: Tracking an unpicked call
« Reply #3 on: January 26, 2010, 18:09:36 »
No you see that e.g. Sharon Answered 21 calls and the average ring time was 10 seconds while Sjoert answered 37 with an average pick up of just 6 seconds.

If you see no lost calls, your Asterisk system is likely not tracking RINGNOANSWER verbs or they are all zeroed out. Do you see them in the queue_log?


Richarddb

  • Jr. Member
  • **
  • Posts: 57
  • Karma: 0
    • View Profile
Re: Tracking an unpicked call
« Reply #4 on: January 27, 2010, 16:38:32 »
No i don't see them in the queuelog. So if there would be somewhere RINGNOANSWER, then it should show the names of the agents who didn't pick up?

QueueMetrics

  • Loway
  • Hero Member
  • *
  • Posts: 2999
  • Karma: 39
    • View Profile
    • QueueMetrics
Re: Tracking an unpicked call
« Reply #5 on: February 01, 2010, 09:41:50 »
Yes they are generated by Asterisk itself.

Richarddb

  • Jr. Member
  • **
  • Posts: 57
  • Karma: 0
    • View Profile
Re: Tracking an unpicked call
« Reply #6 on: March 11, 2010, 11:49:45 »
I'm still wondering where i can configure QM so that i can see the unpicked calls. Can i add somewhere the RINGNOANSWER verb, or put it active? Because i don't see them in the queuelog.

QueueMetrics

  • Loway
  • Hero Member
  • *
  • Posts: 2999
  • Karma: 39
    • View Profile
    • QueueMetrics
Re: Tracking an unpicked call
« Reply #7 on: March 12, 2010, 08:54:47 »
Likely your version of Asterisk does not support it. That's strange.