Discrepancies in Queuemetrics reports vs. payroll vs. database

[jonstar]

It seems that there is a discrepancy in data shown for the agents sessions between the Agents Performance by ACD group, and the payroll function... while this may be the proper behaviour, it is throwing us off quite a bit here. It seems that the sessions are not reported in the agent detail report when the agent doesnt receive a call during their session... the database records match with the payroll records exactly, but the agent detail report is missing the two sessions which the agent received no calls.

I *could* switch to using the payroll module to pull these reports but was hoping to not have to retrain a bunch of staff on report pulling and im not quite sure why the detail report would neglect the sessions where no calls were received.

ANy info would be awesome!

Thanks guys!


Image of Payroll for 7/27/11:





Image of Queuemetrics Agents reports tab for 7/27/11:





grep of "Agent/3578" from queue_log (split into sessions):

1311764490|1311764486.1246294|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311765864|1311765856.1246360|1031|Agent/3578|CONNECT|3|1311765861.1246363
1311766121|1311765856.1246360|1031|Agent/3578|COMPLETECALLER|3|257|1
1311768902|1311768893.1246448|1031|Agent/3578|CONNECT|3|1311768899.1246451
1311769254|1311768893.1246448|1031|Agent/3578|COMPLETECALLER|3|352|1
1311769960|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|5470|CommandLogoff

1311770847|1311770843.1246577|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311772572|1311772551.1246678|1028|Agent/3578|CONNECT|3|1311772569.1246682
1311772996|1311772551.1246678|1028|Agent/3578|COMPLETECALLER|3|424|1
1311774509|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|3662|CommandLogoff
1311774511|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF||1311774511|CommandLogoff

1311774771|1311774767.1246902|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311775719|1311775695.1247005|1028|Agent/3578|CONNECT|3|1311775716.1247013
1311775733|1311775695.1247005|1028|Agent/3578|COMPLETEAGENT|3|14|1
1311775853|1311775844.1247040|1031|Agent/3578|CONNECT|3|1311775850.1247043
1311775865|1311775844.1247040|1031|Agent/3578|COMPLETEAGENT|3|12|1
1311775929|1311775906.1247056|1026|Agent/3578|CONNECT|3|1311775926.1247064
1311776001|1311775906.1247056|1026|Agent/3578|COMPLETEAGENT|3|72|1
1311776005|1311775923.1247061|1048|Agent/3578|CONNECT|58|1311776002.1247073
1311776016|1311775923.1247061|1048|Agent/3578|COMPLETEAGENT|58|11|1
1311778997|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|4226|CommandLogoff

1311780893|1311780889.1247652|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311781490|1311781455.1247678|1028|Agent/3578|CONNECT|18|1311781487.1247690
1311781877|1311781455.1247678|1028|Agent/3578|COMPLETECALLER|18|387|1
1311783216|1311783187.1247828|1026|Agent/3578|CONNECT|18|1311783213.1247840
1311783358|1311783187.1247828|1026|Agent/3578|COMPLETECALLER|18|142|1
1311784662|1311784635.1247988|1027|Agent/3578|CONNECT|3|1311784659.1247996
1311784776|1311784635.1247988|1027|Agent/3578|COMPLETECALLER|3|114|1
1311784780|1311784653.1247989|1028|Agent/3578|CONNECT|109|1311784777.1248016
1311784954|1311784653.1247989|1028|Agent/3578|COMPLETECALLER|109|174|1
1311785534|1311785525.1248214|1031|Agent/3578|CONNECT|3|1311785531.1248217
1311785626|1311785525.1248214|1031|Agent/3578|COMPLETECALLER|3|92|1
1311786552|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|5659|CommandLogoff

1311786981|1311786977.1248357|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311789430|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|2449|CommandLogoff

1311790005|1311790001.1248661|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311790525|1311790504.1248717|1026|Agent/3578|CONNECT|3|1311790522.1248721
1311790825|1311790504.1248717|1026|Agent/3578|COMPLETECALLER|3|300|1
1311791273|1311791253.1248800|1028|Agent/3578|CONNECT|3|1311791270.1248808
1311791565|1311791253.1248800|1028|Agent/3578|COMPLETECALLER|3|292|1
1311792168|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|2163|CommandLogoff

1311793079|1311793075.1249056|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311794916|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|1837|CommandLogoff

[jonstar]

any one have any ideas ?

[QueueMetrics]

It seems that the sessions are not reported in the agent detail report when the agent doesnt receive a call during their session... the database records match with the payroll records exactly, but the agent detail report is missing the two sessions which the agent received no calls.

This is by design, as it would be an anomaly for an agent to log in without ever being offered calls. You can turn this off using a configuration option called "raw agent sessions".

[jonstar]

It seems that the sessions are not reported in the agent detail report when the agent doesnt receive a call during their session... the database records match with the payroll records exactly, but the agent detail report is missing the two sessions which the agent received no calls.

This is by design, as it would be an anomaly for an agent to log in without ever being offered calls. You can turn this off using a configuration option called "raw agent sessions".

weird, because we have this happening quite often. Agents will be logged in upwards of 40 minutes without being distributed one call...while agents who have been on the queue longer are being distributed calls.

[QueueMetrics]

Anyway, the option is there to be used :-)

[jonstar]

how do i find out more about raw agent sessions ? I haven't been able to find out much other than when it was added to queue metrics... where is this configured ?

Thanks,
Jon

[QueueMetrics]

It one of the Preferences, as described here: http://queuemetrics.com/manuals/QM_UserManual-chunked/apd.html

[jonstar]

thanks much i wasnt finding it because of the capitalization ... durrr

anyways that fixed it!! Thanks!

Also we kinda touched on this other issue about agents not being rang

can you tel me what is up with these telephones next to the agents names in the real time view ?

This seems to be what shows when the agent is not being rung (but probably should be??)

[QueueMetrics]

They are failed attempts - basically an agent that was rung (at least, Asterisk thinks so) and did not answer.

[jonstar]

thanks for the reply, i'll take a look into that i was seeing it in asterisk logs just didnt know that correlated with that icon which just kinda appeared after my last upgrade of QM... soo thanks again!

[QueueMetrics]