Location Key and Call stats.

[praudada]

Hello?

I found something weired.

When any user have a key on a Location and the user open the realtime page and select the Location, the user can see the only agents of the Location. This works well and it is good function.

But after this, "Unanswered calls" are not counted in all other pages and "Total calls processed"  values are same with "Answered calls" so 100% ans.

That is not occured before opennig the realtime monitoring page or selects the Location value as '-'.

Check it please.

Thanks.

[QueueMetrics]

This is because any filter by agent (and a location is in fact a filter by a set of agents) will "kill" lost call data. Why? because as "lost calls" are not handled by any agent, there is no way to tell if a lost call was caused by one of the allowed agents or not.

[praudada]

OK, but Problem is that when I don't open the realtime page then lost calls are counted and after open the realtime page then lost calls are not counted.

Can you understand? Stats are not consistent.

Report Details:   
Atomic queue(s) considered:    00 All
WebTax, eSCM, eTrade
Period start date:    9월 09 2008, 0:00
Period end date:    9월 09 2008, 23:59
Total calls processed:    61   <- This value not include lost calls.
100.0% ans / 0.0% unans  <- Always 100% ans

[QueueMetrics]

You mean that QM keeps on reporting 0 lost calls even AFTER you have finished filtering by agents in the Location?

[praudada]

Yes,

Before I open the realtime page and select any location, the lost calls are shown.

But once after open the realtime page and select any location, the lost calls are not counted in section "Report details:" "Total call processed:" of other pages ('Ans.", "Unans."... etc)


 License Infomation is

Software release: Loway QueueMetrics - 1.4.5
Licenced to: ATechPlusCo-KR-CC1
Maximum licenced agents:     20 [S:1]
Licence expires on:  2012-08-01
   Show end-user licence agreement 
 
Operating System:  O.S.: Linux - Ver: 2.6.9-11.ELsmp - i386 
Java Runtime:  Version: 1.5.0_07
Vendor: Sun Microsystems Inc.
Class Version: 49.0
Java Home: /usr/local/jre1.5.0_07
[...] 
System path:  /usr/local/apache-tomcat-5.5.23/webapps/queuemetrics/WEB-INF 
Loway TPF:  Version: $Revision: 1.49 $ #Build: 1232#P 
Language pack:  $Id: queuemetrics_en_US.properties,v 1.19 2008/06/23 19:13:07 lenz Exp $ 
System time:  Java Time: 2008-09-10 17:48:53 [1221036533]
Java Time Zone: Asia/Seoul
MySQL Time: 2008-09-10 17:48:53.0 [1221036533] 

[QueueMetrics]

As a quick fix, I can tell you to disable the Location filtering.
We are tracking this issue as #455

One thing - can you post a screenshot of the reports page, just the top part that shows date and queue etc?

[praudada]

Before open the RT monitoring ... ( I think this shows right values )

http://photolog.blog.naver.com/dacom3132/5076091

when i open the RT monitoring page ( I think this is OK, too)

http://photolog.blog.naver.com/dacom3132/5076093

when I open the quick report pages.. ( I think this is bug.. ^^)

http://photolog.blog.naver.com/dacom3132/5076095

[QueueMetrics]

Yes this is a bug indeed, because it keeps filtering by location and should print it out on the web page that it's filtering by location.
We track this issue as bug #456 and will let you know when solved.

[praudada]

Thanks a lot!

And I hope to fix it ASAP!

[praudada]

 

I solved this problem. 

I upgraded to ver 1.4.7.1 and add following line to configuation.properties file.

------------
default.showLostCallsWhenFiltering=true

That's all.

I hope to help you.