QueueMetrics > Running QueueMetrics
Discrepancies in Queuemetrics reports vs. payroll vs. database
jonstar:
It seems that there is a discrepancy in data shown for the agents sessions between the Agents Performance by ACD group, and the payroll function... while this may be the proper behaviour, it is throwing us off quite a bit here. It seems that the sessions are not reported in the agent detail report when the agent doesnt receive a call during their session... the database records match with the payroll records exactly, but the agent detail report is missing the two sessions which the agent received no calls.
I *could* switch to using the payroll module to pull these reports but was hoping to not have to retrain a bunch of staff on report pulling and im not quite sure why the detail report would neglect the sessions where no calls were received.
ANy info would be awesome!
Thanks guys!
Image of Payroll for 7/27/11:
Image of Queuemetrics Agents reports tab for 7/27/11:
grep of "Agent/3578" from queue_log (split into sessions):
1311764490|1311764486.1246294|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311765864|1311765856.1246360|1031|Agent/3578|CONNECT|3|1311765861.1246363
1311766121|1311765856.1246360|1031|Agent/3578|COMPLETECALLER|3|257|1
1311768902|1311768893.1246448|1031|Agent/3578|CONNECT|3|1311768899.1246451
1311769254|1311768893.1246448|1031|Agent/3578|COMPLETECALLER|3|352|1
1311769960|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|5470|CommandLogoff
1311770847|1311770843.1246577|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311772572|1311772551.1246678|1028|Agent/3578|CONNECT|3|1311772569.1246682
1311772996|1311772551.1246678|1028|Agent/3578|COMPLETECALLER|3|424|1
1311774509|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|3662|CommandLogoff
1311774511|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF||1311774511|CommandLogoff
1311774771|1311774767.1246902|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311775719|1311775695.1247005|1028|Agent/3578|CONNECT|3|1311775716.1247013
1311775733|1311775695.1247005|1028|Agent/3578|COMPLETEAGENT|3|14|1
1311775853|1311775844.1247040|1031|Agent/3578|CONNECT|3|1311775850.1247043
1311775865|1311775844.1247040|1031|Agent/3578|COMPLETEAGENT|3|12|1
1311775929|1311775906.1247056|1026|Agent/3578|CONNECT|3|1311775926.1247064
1311776001|1311775906.1247056|1026|Agent/3578|COMPLETEAGENT|3|72|1
1311776005|1311775923.1247061|1048|Agent/3578|CONNECT|58|1311776002.1247073
1311776016|1311775923.1247061|1048|Agent/3578|COMPLETEAGENT|58|11|1
1311778997|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|4226|CommandLogoff
1311780893|1311780889.1247652|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311781490|1311781455.1247678|1028|Agent/3578|CONNECT|18|1311781487.1247690
1311781877|1311781455.1247678|1028|Agent/3578|COMPLETECALLER|18|387|1
1311783216|1311783187.1247828|1026|Agent/3578|CONNECT|18|1311783213.1247840
1311783358|1311783187.1247828|1026|Agent/3578|COMPLETECALLER|18|142|1
1311784662|1311784635.1247988|1027|Agent/3578|CONNECT|3|1311784659.1247996
1311784776|1311784635.1247988|1027|Agent/3578|COMPLETECALLER|3|114|1
1311784780|1311784653.1247989|1028|Agent/3578|CONNECT|109|1311784777.1248016
1311784954|1311784653.1247989|1028|Agent/3578|COMPLETECALLER|109|174|1
1311785534|1311785525.1248214|1031|Agent/3578|CONNECT|3|1311785531.1248217
1311785626|1311785525.1248214|1031|Agent/3578|COMPLETECALLER|3|92|1
1311786552|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|5659|CommandLogoff
1311786981|1311786977.1248357|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311789430|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|2449|CommandLogoff
1311790005|1311790001.1248661|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311790525|1311790504.1248717|1026|Agent/3578|CONNECT|3|1311790522.1248721
1311790825|1311790504.1248717|1026|Agent/3578|COMPLETECALLER|3|300|1
1311791273|1311791253.1248800|1028|Agent/3578|CONNECT|3|1311791270.1248808
1311791565|1311791253.1248800|1028|Agent/3578|COMPLETECALLER|3|292|1
1311792168|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|2163|CommandLogoff
1311793079|1311793075.1249056|NONE|Agent/3578|AGENTCALLBACKLOGIN|1174
1311794916|NONE|NONE|Agent/3578|AGENTCALLBACKLOGOFF|1174|1837|CommandLogoff
jonstar:
any one have any ideas ?
QueueMetrics:
--- Quote from: jonstar on August 03, 2011, 00:57:37 --- It seems that the sessions are not reported in the agent detail report when the agent doesnt receive a call during their session... the database records match with the payroll records exactly, but the agent detail report is missing the two sessions which the agent received no calls.
--- End quote ---
This is by design, as it would be an anomaly for an agent to log in without ever being offered calls. You can turn this off using a configuration option called "raw agent sessions".
jonstar:
--- Quote from: QueueMetrics on August 09, 2011, 10:06:03 ---
--- Quote from: jonstar on August 03, 2011, 00:57:37 --- It seems that the sessions are not reported in the agent detail report when the agent doesnt receive a call during their session... the database records match with the payroll records exactly, but the agent detail report is missing the two sessions which the agent received no calls.
--- End quote ---
This is by design, as it would be an anomaly for an agent to log in without ever being offered calls. You can turn this off using a configuration option called "raw agent sessions".
--- End quote ---
weird, because we have this happening quite often. Agents will be logged in upwards of 40 minutes without being distributed one call...while agents who have been on the queue longer are being distributed calls.
QueueMetrics:
Anyway, the option is there to be used :-)
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