QueueMetrics > General Asterisk configuration
Minor bug and a question
rjch:
I've spotted one minor bug in QueueMetrics 1.4.3 - a mis-spelling of length ("lenght") on the Distribution page of a report. Very minor and probably already spotted, but best to be sure. :)
One other quick question - I've noted on this same page (under Queue length per hour and Queue length per day of week) the statistics "Cover" and "Steps". What are "steps"? While I can guess at what "cover" is, I'd be interested to know how it's calculated. The current documentation is for version 1.4.1 of QueueMetrics and thus doesn't address these stats.
QueueMetrics:
Thanks - we filed the bug as #252.
Cover is coverage as those stats cannot be computed for all calls because Asterisk does not log it in every case.
Step is a tenative metrics to see how "fast" your queue is turning, i.e. how much time it took on average to advance one place in queue.
rjch:
--- Quote from: QueueMetrics on January 02, 2008, 12:48:04 ---Cover is coverage as those stats cannot be computed for all calls because Asterisk does not log it in every case.
Step is a tenative metrics to see how "fast" your queue is turning, i.e. how much time it took on average to advance one place in queue.
--- End quote ---
Thanks for the clarification. I hadn't considered the "step" metric, but it certainly does sound like a very useful statistic to watch. Just to clarify, if I'm showing a step of 320, this means that on average it's taken 5 minutes and 20 seconds for a call to progress one step further in the queue, correct?
An idea possibly for future development - it would perhaps be very useful if a tooltip could be added to each statistic so that hovering over the column name in each report would give a more thorough description of what the statistic represents. It would prevent (or at least reduce) questions such as this on the forums.
QueueMetrics:
No: if it shows 320, it means that you are processing 320 calls per hour, i.e. the queue is advancing at 320 steps per hour.
rjch:
--- Quote from: QueueMetrics on January 06, 2008, 19:17:59 ---No: if it shows 320, it means that you are processing 320 calls per hour, i.e. the queue is advancing at 320 steps per hour.
--- End quote ---
Then I'm not sure the results I'm getting make a great deal of sense. Our call centre has 3 staff that answer an average of 110 calls per day, with an average talk time of 2.5 minutes per call. This would theoretically mean that in one hour, we could answer no more than (60 / 2.5) x 3 = 72 calls, whereas in a typical day we seem to have a step rate of anywhere between 67 and 338 per hour - and those stats are fairly well spread.
Our abandoned call rate is somewhere between 5 and 10%, depending on how busy the day has been, so I wouldn't think that would contribute to this metric.
How is this metric calculated?
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