What does agent disconnected mean?

[torontob]

Hi Everyone,

I am wondering what agent disconnected means in a call where it's duration is ZERO seconds:

Code: [Select]

Date          Caller           Queue           Wait   Duration   Pos.   Disconnection   Handled by   Attempts  
08/30 - 12:03:41 2133334444 Russian-Queue 0:05   0:00   1 Agent Agent/335 1 1

And here is the call details:

Code: [Select]

Call detail

Asterisk Call ID:   1283184185.30073
Date and time:   08/30 - 12:03:41
Queue:   Russian-Queue [498]
Caller ID:   2133334444
Handled by:   agent/335
Duration:   0 sec.
Waiting time:   5 sec.
Original position   # 1
Disconnection cause:   Agent disconnected
Transferred to:  
Attempts:   1
Stints:   1
URL:  
Status code:  
Srv  
DNIS  
IVR selection  
Thanks

[torontob]

Any answers guys?

Thanks

[marcos]

Hi,

Agent disconnected means that Asterisk PBX inserted a COMPLETEAGENT event in the queue_log file.
This should be caused, normally, if the agent is the person that terminates the received call.
In the example reported I assume the agent answers the call after 5 seconds and drops it in a shortest time (less than 1 second).

Thank you and regards,
Marco Signorini.

[torontob]

Hi Marco,

Thanks for the feedback. I understand the agent or caller disconnect cause but with this I was referring to the time duration which is 0 seconds.

If yo notice, this call has a duration of 0 seconds. Does this mean that the agent pressed END key on the phone so that the call was not picked up at all since it has no duration. If agent press HANGUP or END key then there is no duration. What do you think?

Thanks again

[marcos]

Hi,

I think this is something Asterisk dependent. QueueMetrics shows what Asterisk inserted in the queue log file.
To investigate this I'll ned to have the queue log file trace related to this call. Could you, please, put here a short extract related to one of this particular calls?

It should interesting to understand what's happening when the agent presses the END key.

Thank you and regads,
Marco Signorini.