QueueMetrics forum
QueueMetrics => Running QueueMetrics => Topic started by: torontob on August 02, 2011, 21:32:31
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Hello,
Latest Queuemetrics with install of Espresso on Piaf is what I have. If you check below you see that "queue show" command shows 5 people waiting for agents but the GUI shows only three calls waiting. THIS IS A SERIOUS BUG. PLEASE COMMENT.
498 has 5 calls (max unlimited) in 'ringall' strategy (1766s holdtime, 810s talktime), W:0, C:11, A:21, SL:0.0% within 60s
Members:
Local/368@from-internal/n (dynamic) (paused) (Not in use) has taken 4 calls (last was 1001 secs ago)
Local/367@from-internal/n (dynamic) (paused) (Not in use) has taken 3 calls (last was 2265 secs ago)
Local/366@from-internal/n (dynamic) (paused) (Not in use) has taken no calls yet
Local/362@from-internal/n (dynamic) (paused) (Not in use) has taken 4 calls (last was 2275 secs ago)
Callers:
1. DAHDI/1-1 (wait: 46:10, prio: 0)
2. DAHDI/6-1 (wait: 30:18, prio: 0)
3. DAHDI/4-1 (wait: 7:20, prio: 0)
4. DAHDI/2-1 (wait: 7:04, prio: 0)
5. DAHDI/5-1 (wait: 6:03, prio: 0)
(http://i56.tinypic.com/214qtty.jpg)
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This is not a bug - as it is not normal for a call center to have calls that waiter 45 minutes, QM thinks they are an anomaly and hides them. This can be fully configured as explained here: http://queuemetrics.com/faq.jsp#faq-030-disappear
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Confirmed. But I don't agree this is a good feature by default. Maybe you should set it to a high value or disable rather than surprising user. There are call centers with 45 minutes delay....speaking of government bureaucracy....or the local ticket filing office (1.5 hours on average).
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That's why we have it in the FAQ, I think raising it somehow might be a good idea anyway.
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Amazing. Let set this as a bug and raise to 240 minutes for future release.