Reporting inconsistencies

[hsanchez]

We just noticed that QM will show different results for "Unanswered Call Wait Time Per Hour" for a specific time period:

we ran the report at 9:22 and it showed 3 unanswered calls:
8:15, 8:30, 9:15 (1 missed call each)

then the report was run again at 9:26, and it only showed 2:
8:15, 8:30

Needless to say, this is causing a lot of problems


Both reports were run exactly the same way (Quick activity reports: today for a specific set of queues).  This was happening with QM 1.4.7, we've upgraded to 1.5.4 and it still shows inconsistencies.

[QueueMetrics]

This is by design - when you run a report from 9:00 to 10:00 you will only see data that was written between 9:00 and 10:00 - so if a call was started at 9:59 and answered at 10:01, the call at 10:00 would display as "Lost - Ongoing".

Basically, it's better to run reports for longer time periods, and then drill doewn to the events you are actually interested in.

[hsanchez]

well, the problem is that this reports different data for the same report, for events in the past (not calls that are still in progress).

For example, a report that runs at 10:00 will show that for 8:00 - 8:15 there were 2 unanswered calls, but running exactly the same report at 11:00 this will show that there was only 1 unanswered call from 8:00 - 8:15... unanswered calls are effectively disappearing from our reports.

I can see data changing for current time periods if a call is still in progress, but I think for older data the numbers shouldn't change.

[QueueMetrics]

See http://queuemetrics.com/faq.jsp#faq-062-qm_numbers