QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: tank30 on February 04, 2008, 15:45:57

Title: ACD attempts clarification
Post by: tank30 on February 04, 2008, 15:45:57

Hi,
  I am a bit confused regarding what "Lost"  and "Taken' actually means in the reports.

OK,  lost means call was sent to agent but it was not answered. So if we had 2 calls in a queue with 3 lost attempts then in total we should have 6 lost attempts for this queue, am i right?

Taken Im not sure what it means. Is is a succesful attempt after a lost attempt? On ACD by terminal what does it mean exactly when an agent has 5 lost and 1 taken?

Documentation is not exactly rich on description for these so it would be nice to give me some details.
 :) :) :)
Thanks!

Title: Re: ACD attempts clarification
Post by: QueueMetrics on February 06, 2008, 09:16:10

This is exactly as you say - every time the telephone rings and the agent does not take it is a lost, and every time the telephone rings and the agent does take is a taken.

Title: Re: ACD attempts clarification
Post by: moa on February 06, 2008, 19:59:49

I might need a bit more clarification.  If I run a custom report, and filter for a specific agent.  Shouldn't the "N. Taken" be the same number as Calls Answered under the Answered tab?  I'm getting different numbers.

Title: Re: ACD attempts clarification
Post by: tank30 on February 07, 2008, 16:43:54

Exactly!
This is why i had the same question.
N taken is way off the number of calls answered.

Title: Re: ACD attempts clarification
Post by: QueueMetrics on February 09, 2008, 10:27:44

The number should actually match the number of calls taken for that very agent.

Title: Re: ACD attempts clarification
Post by: tank30 on February 10, 2008, 23:18:00

OK, lets see an example.
I see that i have Total 30 answered calls by agent in total (Sunday is slow day,  ;D ).
Total unanswered calls 3.
On Att. tab i see only 2 inbound ACD attempts and 2 agents.  Agent 1 has had 2 lost attempts and 0 taken.
Agent 2 had 0 lost attempts and 1 taken.
For ACD attempts by queue on queue A i have 1 lost  0 taken  and for queue B i have 1 lost and 1 taken.

Can you please explain how these numbers fit together? I mean 33 total calls but only 2 inbound ACD attempts?

Thanks
KM

Title: Re: ACD attempts clarification
Post by: QueueMetrics on February 11, 2008, 10:07:16

Are you using the agentattempt patch (on 1.2) or 1.4?

Title: Re: ACD attempts clarification
Post by: tank30 on February 11, 2008, 11:14:26

Hi.
I am using Asterisk 1.4.17.

Title: Re: ACD attempts clarification
Post by: tank30 on February 13, 2008, 10:19:33

Hello,

  found anything about this issue? 


KM

Title: Re: ACD attempts clarification
Post by: QueueMetrics on February 14, 2008, 12:37:07

This is filed as bug #268.

Title: Re: ACD attempts clarification
Post by: Marquis on April 02, 2008, 13:08:51

Quote from: QueueMetrics on February 14, 2008, 12:37:07

This is filed as bug #268.

Is there any update on when a fix might be available for this?  I'm pretty sure I'm running up against the same issue.

Title: Re: ACD attempts clarification
Post by: QueueMetrics on April 05, 2008, 10:58:19

Quote from: tank30 on February 10, 2008, 23:18:00

Total unanswered calls 3.
On Att. tab i see only 2 inbound ACD attempts and 2 agents.  Agent 1 has had 2 lost attempts and 0 taken.
Agent 2 had 0 lost attempts and 1 taken.
For ACD attempts by queue on queue A i have 1 lost  0 taken  and for queue B i have 1 lost and 1 taken.

We just fixed bug #258 - we discovered that the number of attempts conted could be different from the ones linked to each call, because we skip attempts that are 0 or 1 second long.
If you still have this problem with 1.4.4, we will need a piece of your queue_log for inspection.