QueueMetrics forum

QueueMetrics => Outbound and QueueMetrics => Topic started by: tsolaaa on June 01, 2012, 22:09:49

Title: Agent names are not showing up under Unans.DT & Unans
Post by: tsolaaa on June 01, 2012, 22:09:49: We currently have QM tracking outbound calls by having the agents dial a special prefix before they dial.

Most of the stats that QM is reporting is correct, however QM does not show the agent name under the "Unans.DT" section.

https://skitch.com/tsolaaa/86r39/loway-queuemetrics-version-12.2.4

It also doesn't display any data under the "Unans" section under the "Unanswered outbound calls, by agent"

https://skitch.com/tsolaaa/86r4a/loway-queuemetrics-version-12.2.4

The agents are entered into the database and do appear correctly when running reports for inbound calls.

The agent names also appear for all outbound answered calls. (Under Ans.DT)

https://skitch.com/tsolaaa/86r55/loway-queuemetrics-version-12.2.4

Does anyone have any insight into this?

Thank You!
Title: Re: Agent names are not showing up under Unans.DT & Unans
Post by: QueueMetrics on June 05, 2012, 11:06:59: I do not seem to be able to see pics
Title: Re: Agent names are not showing up under Unans.DT & Unans
Post by: tsolaaa on June 06, 2012, 00:00:59: Quote from: QueueMetrics on June 05, 2012, 11:06:59
I do not seem to be able to see pics

Moved the photos to another host...Try now...

We currently have QM tracking outbound calls by having the agents dial a special prefix before they dial.

Most of the stats that QM is reporting is correct, however QM does not show the agent name under the "Unans.DT" section.

(http://omghipsters.com/wp-content/uploads/2011/09/1.jpeg)

It also doesn't display any data under the "Unans" section under the "Unanswered outbound calls, by agent"

(http://omghipsters.com/wp-content/uploads/2011/09/2.jpeg)

The agents are entered into the database and do appear correctly when running reports for inbound calls.

The agent names also appear for all outbound answered calls. (Under Ans.DT)

(http://omghipsters.com/wp-content/uploads/2011/09/3.jpeg)

Does anyone have any insight into this?

Thank You!
Title: Re: Agent names are not showing up under Unans.DT & Unans
Post by: QueueMetrics on June 08, 2012, 15:38:47: A question: can you post the a queue_log for an unanswered outbound call?
(BTW, pics are perfectly visible now!)
Title: Re: Agent names are not showing up under Unans.DT & Unans
Post by: tsolaaa on June 12, 2012, 22:27:48: Sure thing!

We are using the prefix 8300 before calls to have QM track them.

We have q-300 set as the queue in QM to track outbound calls.

Here is the output from queue_log in relation to my test calls.

Code: [Select]
1339532160|1339532160.76079|q-300|SIP/2178|ENTERQUEUE|-|901161405942016| 1339532166|NONE|NONE|SIP/2320|UNPAUSEALL| 1339532166|NONE|3011|SIP/2320|UNPAUSE| 1339532166|NONE|3010|SIP/2320|UNPAUSE| 1339532166|NONE|3008|SIP/2320|UNPAUSE| 1339532166|NONE|3009|SIP/2320|UNPAUSE| 1339532171|1339531912.76053|3008|SIP/2320|CONNECT|186|1339532167.76081|3 1339532172|1339532160.76079|q-300|SIP/2178|ABANDON|1|1|12 1339532183|1339532183.76084|q-300|SIP/2178|ENTERQUEUE|-|901161405942016|

(http://omghipsters.com/wp-content/uploads/2012/06/1.jpg)

(http://omghipsters.com/wp-content/uploads/2012/06/Loway-QueueMetrics-version-12.2.4.jpg)
Title: Re: Agent names are not showing up under Unans.DT & Unans
Post by: QueueMetrics on June 13, 2012, 11:18:41: This is the cause - you should use CALOUTBOUND verbs, not ENTERQUEUEs :-)

Quote from: tsolaaa on June 12, 2012, 22:27:48
Sure thing!

We are using the prefix 8300 before calls to have QM track them.

We have q-300 set as the queue in QM to track outbound calls.

Here is the output from queue_log in relation to my test calls.

Code: [Select]
1339532160|1339532160.76079|q-300|SIP/2178|ENTERQUEUE|-|901161405942016| 1339532166|NONE|NONE|SIP/2320|UNPAUSEALL| 1339532166|NONE|3011|SIP/2320|UNPAUSE| 1339532166|NONE|3010|SIP/2320|UNPAUSE| 1339532166|NONE|3008|SIP/2320|UNPAUSE| 1339532166|NONE|3009|SIP/2320|UNPAUSE| 1339532171|1339531912.76053|3008|SIP/2320|CONNECT|186|1339532167.76081|3 1339532172|1339532160.76079|q-300|SIP/2178|ABANDON|1|1|12 1339532183|1339532183.76084|q-300|SIP/2178|ENTERQUEUE|-|901161405942016|
Title: Re: Agent names are not showing up under Unans.DT & Unans
Post by: WRP on June 13, 2012, 21:58:37: For future readers, the verb is "CALLOUTBOUND". Two "L"s.

Thanks for the help QueueMetrics!
Title: Re: Agent names are not showing up under Unans.DT & Unans
Post by: QueueMetrics on June 15, 2012, 12:47:15: Sorry I'm the world's worst typist ;D