Author Topic: [SOLVED] Zero unanswered calls  (Read 4285 times)

Stephenv

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[SOLVED] Zero unanswered calls
« on: July 19, 2012, 12:21:24 »
Hi

A client of ours is running Queue Metrics 12.5.1. They pull reports on all queues of the amount of answered and unanswered calls every day and put the data into a spreadsheet. Something seem to have happened on the 10th of this month as its now showing zero unanswered calls every day, even if I now try to pull reports for anything before the 10th.

What can I do to troubleshoot this? In which table does it show the status of an unanswered call? Better yet, what sql query is run when a report it pulled to show answered/unanswered calls?

Thanks
« Last Edit: July 20, 2012, 11:09:04 by Stephenv »

Stephenv

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[SOLVED] Zero unanswered calls
« Reply #1 on: July 20, 2012, 11:08:33 »
We managed to sort this out.

It seems with a cluster setup, we need to have default.joinMultiStintCalls=true set to false in configuration.properties.

Stephenv

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Re: [SOLVED] Zero unanswered calls
« Reply #2 on: July 20, 2012, 11:42:40 »
Just to clarify, we think this is a bug in Queue Metrics as we actually need multistint on, but turning it off for now allows us to see unanswered calls.

QueueMetrics

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Re: [SOLVED] Zero unanswered calls
« Reply #3 on: July 24, 2012, 11:11:19 »
It actually depends on your call routing.

Stephenv

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Re: [SOLVED] Zero unanswered calls
« Reply #4 on: July 24, 2012, 12:49:31 »
Can you explain how it depends?

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Re: [SOLVED] Zero unanswered calls
« Reply #5 on: July 26, 2012, 10:16:04 »
In general, running on a cluster or not, you get zero unanswered calls in multi-stint mode if calls have a unique-id that matches an existing call that was answered.

emilec

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Re: [SOLVED] Zero unanswered calls
« Reply #6 on: July 26, 2012, 12:13:30 »
The problem here is that there are calls with a state of abandon that were not answered anywhere, so I would expect that even with multi-stint mode enabled I would still see the abandond calls in the reports.

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Re: [SOLVED] Zero unanswered calls
« Reply #7 on: August 03, 2012, 09:25:40 »
But I would expect each of them to have a different unique id.