Disposition codes not being processed properly

[AndyS]

QM 1.5.1.  Brand new install.

Agents are setting call dispositions in the agent page.  The disposition gets written to queue_log (see below) but generally does not then show up in Queuemetrics.  Occasionally the entry does appear, but usually it doesn't.

Here's an example of the last few CALLSTATUS entries from queue_log:

Code: [Select]


1239236723|1239026112.178|NONE|Agent/1101|CALLSTATUS|cb
1239241615|1239228130.861|NONE|Agent/1103|CALLSTATUS|ci
1239282594|1239030728.189|NONE|Agent/1101|CALLSTATUS|icr
1239285039|1239030728.189|NONE|Agent/1101|CALLSTATUS|icr
1239294725|1239292728.2|NONE|Agent/1102|CALLSTATUS|icr
1239294754|1239286186.972|NONE|Agent/1102|CALLSTATUS|ci
1239297838|1239295789.56|NONE|Agent/1100|CALLSTATUS|icr


For each call in the list above (note that one call has two CALLSTATUS entries) here's what happened:
1. (1239026112.178) No - 8 attempts
2. (1239228130.861) No - 1 attempt
3. (1239030728.189) Yes - 8 attempts.  1st attempt was stored
4. (1239292728.2) Yes - 1 attempt
5. (1239286186.972) No - 1 attempt
6. (1239295789.56) No - 1 attempt

Can anyone shed some light on this?
Regards, Andrew.

[QueueMetrics]

The correct behaviour for the CALLSTATUS is to keep the LAST entry if there is more than one. Can you please run a GREP  for 1239026112.178 and see how the logging looks like?

[AndyS]

Code: [Select]


1239026112|1239026112.178|1020|NONE|ENTERQUEUE||7033181046
1239026121|1239026112.178|1020|Agent/1101|CONNECT|9|1239026112.181
1239026189|1239026112.178|1020|Agent/1101|COMPLETECALLER|9|68|1
1239028567|1239026112.178|NONE|Agent/1101|CALLSTATUS|pr
1239031703|1239026112.178|NONE|Agent/1101|CALLSTATUS|pr
1239056994|1239026112.178|NONE|Agent/1101|CALLSTATUS|ICR
1239057063|1239026112.178|NONE|Agent/1101|CALLSTATUS|ICR
1239222431|1239026112.178|NONE|Agent/1101|CALLSTATUS|icr
1239233265|1239026112.178|NONE|Agent/1101|CALLSTATUS|icr
1239234769|1239026112.178|NONE|Agent/1101|CALLSTATUS|icr
1239236723|1239026112.178|NONE|Agent/1101|CALLSTATUS|cb


With the exception of the call logged here, all of the other calls mentioned that do not show their status have only a single call status in queue_log.  The problem I'm reporting is happening intermittently for all logged call statuses, irrespective of how many times the status has been set.

Regards, Andrew.

[QueueMetrics]

I see that the call status has been set multiple times but after a lot of time the call was closed. QM will pick up the call status either before the call has closed or only within 30 minutes or so.

[AndyS]

Thank you for the reply but I have to admit to being even more confused now.

If the agent sets a disp code are they not supposed to be able to see it immediately, and should it not appear in reports immediately?

For this customer there are many times when a disposition code has been set for a call but it never shows up on either the agent page or in reporting - even after many hours have passed.

Regards, Andrew.

[QueueMetrics]

No they can set during the call or immediately after - but if they don't within 30 minutes or so, the call status code will not be picked up. In you case, the status codes were set a lot of time after the main call completed.

[AndyS]

Thanks for the feedback.  In fact they don't appear to always get picked up even if the disp code is set immediately after the call, or during the call.

Regards, Andrew.

[QueueMetrics]

If you can send us some examples where this happens, we'll try and tdebug what the problem is.