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Running QueueMetrics / Question related to AvgRing (RT tichet #1323)
« on: October 06, 2011, 10:43:02 »
Hello,
Could somebody explain how is computed the value for "AvgRing" and "TotalRing" for Taken Calls@ACD attempts by terminal.
I have configured Agents phones with "AutoAnswer" and the call is answered immediatelly after reaching the agent phone.
Still we get, into the mentioned report, something like:
In the queue_log there are no RINGNOANSWER events and I suspect that the vallue is wrongly computed as "Wait time of call till Agent X have answered" instead of the "Ring Time for Agent X".
Anybody have noticed this issue before - or is something wrong in our setup?
Best regards,
Ioan
###
queuemetrics-java-1.6.0_22-21
queuemetrics-1.7.1.7-90
queuemetrics-tomcat-6.0.33-19
asterisk 1.8.6
###
Could somebody explain how is computed the value for "AvgRing" and "TotalRing" for Taken Calls@ACD attempts by terminal.
I have configured Agents phones with "AutoAnswer" and the call is answered immediatelly after reaching the agent phone.
Still we get, into the mentioned report, something like:
Code: [Select]
Agent N. lost Avg ring Ring (s) N. Taken Avg ring Ring (s)
Ana Rusu 0 - 0:00 29 0:47 22:50
Cristina B 0 - 0:00 12 0:17 3:33
Victor Ilie 0 - 0:00 10 0:25 4:18
Violeta N 0 - 0:00 15 0:48 12:11In the queue_log there are no RINGNOANSWER events and I suspect that the vallue is wrongly computed as "Wait time of call till Agent X have answered" instead of the "Ring Time for Agent X".
Anybody have noticed this issue before - or is something wrong in our setup?
Best regards,
Ioan
###
queuemetrics-java-1.6.0_22-21
queuemetrics-1.7.1.7-90
queuemetrics-tomcat-6.0.33-19
asterisk 1.8.6
###