QueueMetrics forum

QueueMetrics => QueueMetrics installation => Topic started by: tonils on August 30, 2011, 19:45:03

Title: Agent missing from details of unanswered calls
Post by: tonils on August 30, 2011, 19:45:03

QueueMetrics version: 1.7.3

On all unanswered call reports (inbound or out bound) the "AGENT" column has no content. I expect to see the agent name for outbound calls.

Is there something I have missed in configuration.properties?

Tony

Title: Re: Agent missing from details of unanswered calls
Post by: QueueMetrics on September 06, 2011, 10:13:44

It is weird because for connected calls, there is always something in the Agent field - the call must have gone somewhere. This is not true for lost calls which, by definition, never went anywhere. Can you post a screenshot?

Title: Re: Agent missing from details of unanswered calls
Post by: tonils on September 06, 2011, 11:09:27

(http://proxy.clarotech.co.za/images/QueueMetricsScreenShot01.png)

Title: Re: Agent missing from details of unanswered calls
Post by: marcos on September 07, 2011, 09:41:25

Hi,

could you, please, send us a piece of your queue_log reporting one of the outbound calls above?

Thank you and regards,
Marco.

Title: Re: Agent missing from details of unanswered calls
Post by: tonils on September 07, 2011, 11:34:26

Here is the database extract for the top call

Code: [Select]

mysql> select * from queue_log where call_id = '1314683706.47546';
+-----------+------------+------------------+-------+-----------+------------+-------+------------+-------+-------+-------+----------+------------------+
| partition | time_id    | call_id          | queue | agent     | verb       | data1 | data2      | data3 | data4 | data5 | serverid | unique_row_count |
+-----------+------------+------------------+-------+-----------+------------+-------+------------+-------+-------+-------+----------+------------------+
| P001      | 1314683706 | 1314683706.47546 | 958   | Agent/897 | ENTERQUEUE | -     | 0736509200 |       |       |       |          |                1 |
| P001      | 1314683713 | 1314683706.47546 | 958   | Agent/897 | ABANDON    | 1     | 1          | 7     |       |       |          |                1 |
+-----------+------------+------------------+-------+-----------+------------+-------+------------+-------+-------+-------+----------+------------------+

Tony

Title: Re: Agent missing from details of unanswered calls
Post by: QueueMetrics on September 07, 2011, 11:55:13

Do you have anything on the agenti_note table for Agent/897?

Title: Re: Agent missing from details of unanswered calls
Post by: tonils on September 07, 2011, 13:06:41

Code: [Select]

mysql> select * from agenti_noti where nome_agente = 'Agent/897';
+-----------+-------------+-------------------+----------+----------+------------------+---------+---------------+--------------+--------------+---------------------+--------------------+---------------------+-------------------+--------------+---------------+
| id_agente | nome_agente | descr_agente      | location | group_by | current_terminal | vnc_url | supervised_by | xmpp_address | payroll_code | sys_dt_creazione    | sys_user_creazione | sys_dt_modifica     | sys_user_modifica | sys_optilock | chiave_agente |
+-----------+-------------+-------------------+----------+----------+------------------+---------+---------------+--------------+--------------+---------------------+--------------------+---------------------+-------------------+--------------+---------------+
|       286 | Agent/897   | Sandiswa Mtombeni |        1 |        1 | -                |         |             0 |              |              | 0000-00-00 00:00:00 |                  0 | 0000-00-00 00:00:00 |                 0 |            0 |               |
+-----------+-------------+-------------------+----------+----------+------------------+---------+---------------+--------------+--------------+---------------------+--------------------+---------------------+-------------------+--------------+---------------+
1 row in set (0.00 sec)

mysql>


Title: Re: Agent missing from details of unanswered calls
Post by: tonils on September 12, 2011, 09:39:33

any suggestions?

Title: Re: Agent missing from details of unanswered calls
Post by: QueueMetrics on September 13, 2011, 14:49:27

Those are OUTBOUND calls, right? so you should use the CALLOUTBOUND verb instaead of the ENTERQUEUE verb above.

Title: Re: Agent missing from details of unanswered calls
Post by: tonils on September 14, 2011, 08:47:17

Works! Many thanks

When did that change?

Tony

Title: Re: Agent missing from details of unanswered calls
Post by: QueueMetrics on September 14, 2011, 09:53:13

Like, a couple of years ago? :)