QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: ecriollo_prac on August 28, 2007, 01:47:24

Title: Diference between Unanswer Calls reports
Post by: ecriollo_prac on August 28, 2007, 01:47:24

When, I study the reports stats of my queues, in the seccion of the Unanswer call (Unans)
there are two clasess of reports, for example:

Unanswered calls

All calls:    
N.of unanswered calls:    60
Average wait time before disconnection:    16.4 s.
Min wait time before disconnection:    0:01
Max wait time before disconnection:    1:25
Total wait time before disconnection:    0.2 H
...
   
Calls fully within the given time interval:    
N.of unanswered calls:    42
Average wait time before disconnection:    16.4 s.
Min wait time before disconnection:    0:01
Max wait time before disconnection:    1:25
Total wait time before disconnection:    0.2 H
...

Why when I make a report of a full day (24 Hours. 00:00:00 at 23:59:59 ) gives me a difference between thats class of reports, why the number of call are diferent and the average are equals.

Edgar.

Title: Re: Diference between Unanswer Calls reports
Post by: QueueMetrics on August 28, 2007, 14:55:54

You know that, when you run a report, it is possible that some calls lie partially outside the report range; eg if you run a report from 9.00 to 11.00, a call starting at 10.59 and ending at 11.03 will be partially outside the range, as it will be "closed" by QM at 11.00 sharp (but marked as ongoing).
Theuy are usually a minority, so QM will compute stats for both cases. The average will usually not be very different, so it is normal that averages don't vary much.

Title: Re: Diference between Unanswer Calls reports
Post by: ecriollo_prac on August 28, 2007, 18:12:55

Hi.

But the report that I make is of full day (24 hours of 00:00:00 until 23:59:59), then boths class of report must be equals in amount of calls… is not  correct ?

Edgar.

Title: Re: Diference between Unanswer Calls reports
Post by: QueueMetrics on August 28, 2007, 19:00:33

Yes - if and only if all calls are closed around midnight.

Title: Re: Diference between Unanswer Calls reports
Post by: ecriollo_prac on August 28, 2007, 21:20:36

OK. 

Always my calls are made between 9:00:00 AM and 10:00:00PM.

Now. Today I make the report of full last day (24 hours of 00:00:00 until 23:59:59), then why both class of report are'nt equals in amount of calls.

Edgar.

Title: Re: Diference between Unanswer Calls reports
Post by: QueueMetrics on August 29, 2007, 09:27:14

Might be some problem with calls left open? please send over the queue_log for analysis.

Title: Re: Diference between Unanswer Calls reports
Post by: ecriollo_prac on August 29, 2007, 16:50:51

Hi.

Thanks for everything.

Please send mail to my mailbox to resend it whit the queue_log (Atachment) for analysis (my mail is ecriollo@vocatel.com.co). Or write what is your mail to send queue_log.

Edgar.

Title: Re: Diference between Unanswer Calls reports
Post by: QueueMetrics on September 01, 2007, 18:29:46

We checked your logs and it is a bug with time zone offsets in 1.4.0 - for your reference, this is bug #192. It is fixed in 1.4.1, due to be released next week.

Title: Re: Diference between Unanswer Calls reports
Post by: ecriollo_prac on September 04, 2007, 20:52:19

Thanks for everything. 
I hope that the new version fixed the bug.

Title: Re: Diference between Unanswer Calls reports
Post by: ecriollo_prac on September 07, 2007, 16:37:44

Hi.

OK is very good.

The bug is solved.

Thanks for everything.

Edgar.   ;D

Title: Re: Diference between Unanswer Calls reports
Post by: QueueMetrics on September 09, 2007, 08:24:55

That's very good  ;D