QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: melliott on January 09, 2008, 18:45:22

Title: Detail of unanswered call report
Post by: melliott on January 09, 2008, 18:45:22

I am looking for an explanation of the "disconnection" field on this report. Specifically explaining what qualifies a call as "timeout" or "unanswered yet". I have alot of unanswered yet that I can not account for.

Title: Re: Detail of unanswered call report
Post by: QueueMetrics on January 10, 2008, 09:52:52

"Unanswered yet" is a call that appears to be queued and not answered at the time the report is run. If they are a lot, this means that Asterisk is losing events and not tracking call status the way it's supposed to (rare but happens).

"Timeout" is a call that has been waiting in queue more than the allowed wait time and so was "discharged" from the ACD system.