I'm getting some strange results from one day in our system in particular. When running a custom report, it appears that the number of calls aren't being reported correctly and the call distribution to the agents isn't correct.
I get the same results when running against the log files as I do when running against the SQL database. A manual review of the log file shows 42 calls for the time period selected and queuemetrics is only reporting 39.
More worrying, an entire agent session is not being counted. The agent in particular logged shortly after 7am, logged out shortly after 1pm, and then logged back in again after 2pm. Queuemetrics doesn't show the morning session. I do notice that on the AGENTCALLBACKLOGOFF entry at 1pm, there is no extension number recorded and the session time is VERY large. How could this happen and could it be the cause of the problem?
I can post the logfile if you'd like, here are the Logins and logoffs:
Thu Jun 7 07:04:50 2007 NONE Agent/107 AGENTCALLBACKLOGIN 340
Thu Jun 7 07:08:14 2007 NONE Agent/106 AGENTCALLBACKLOGIN 325
Thu Jun 7 09:47:52 2007 NONE Agent/106 AGENTCALLBACKLOGIN 330
Thu Jun 7 11:46:27 2007 NONE Agent/107 AGENTCALLBACKLOGOFF 340 16897
Thu Jun 7 12:57:09 2007 NONE Agent/107 AGENTCALLBACKLOGIN 340
Thu Jun 7 13:02:08 2007 NONE Agent/105 AGENTCALLBACKLOGOFF 1181246528
Thu Jun 7 14:05:42 2007 NONE Agent/105 AGENTCALLBACKLOGIN 325
Thu Jun 7 15:02:20 2007 NONE Agent/106 AGENTCALLBACKLOGIN 330
Thu Jun 7 15:56:11 2007 NONE Agent/106 AGENTCALLBACKLOGIN 330
Thu Jun 7 16:01:06 2007 NONE Agent/107 AGENTCALLBACKLOGOFF 340 11037
Thu Jun 7 16:32:04 2007 NONE Agent/105 AGENTCALLBACKLOGOFF 325 8782
Thu Jun 7 19:02:25 2007 NONE Agent/106 AGENTCALLBACKLOGOFF 330 42851
