[SOLVED] Zero unanswered calls

[Stephenv]

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

[Stephenv]

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]

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]

It actually depends on your call routing.

[Stephenv]

Can you explain how it depends?

[QueueMetrics]

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]

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.

[QueueMetrics]

But I would expect each of them to have a different unique id.