Number of calls in all agent reports incorrect?

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Number of calls in all agent reports incorrect?

Postby dspaan » Tue Apr 25, 2017 12:05 pm

Ok this is on vicibox version:

Versie: 2.14-588a
Meta-versie: 170211-1041

When i use the agent performance report, team performance, status or time report i get these numbers for today:

Image

When i click on the agent that has 17 calls i see in reality she has 40 calls:

Image

Why do the reports subtract calls? I don't remember it was like this before? Is it only counting completed calls now?
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
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Re: Number of calls in all agent reports incorrect?

Postby mflorell » Tue Apr 25, 2017 5:11 pm

There could be several reasons for that. Including the fact that those reports pull from different log tables.
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Re: Number of calls in all agent reports incorrect?

Postby dspaan » Wed Apr 26, 2017 5:11 am

Matt, but do you know what number should be shown in the agent reports? I'd expect the actual number of handled calls by an agent would be shown in them.
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1374
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: Number of calls in all agent reports incorrect?

Postby mflorell » Wed Apr 26, 2017 5:39 am

I couldn't answer that without seeing the log data and the exact parameters of the report you ran.
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Re: Number of calls in all agent reports incorrect?

Postby dspaan » Tue May 23, 2017 3:24 pm

Hi Matt,

Here is an example of the Agent Performance report with the default settings:

Image
It says the middle agent has handled 92 calls. But if i click on that agent to show me the Agent Stats page it says this agent had handled 584 calls over this same time period.
Image
I checked and 334 calls were inbound calls. That would still mean 584 - 334 = 250 outbound calls. But the report says 92 calls??

We are on:


VERSION: 2.14-588a
BUILD: 170211-1041
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1374
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: Number of calls in all agent reports incorrect?

Postby mflorell » Tue May 23, 2017 6:37 pm

You need to upgrade. The version you are using has a logging bug that was fixed more recently.
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Re: Number of calls in all agent reports incorrect?

Postby dspaan » Thu May 25, 2017 7:45 am

ok i just did a SVN upgrade. I noticed the report results are still the same, will this only affect future calls from this point on wards?
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1374
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: Number of calls in all agent reports incorrect?

Postby mflorell » Thu May 25, 2017 9:37 am

Yes, this will only affect future calls.
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Re: Number of calls in all agent reports incorrect?

Postby mattyou1985 » Sun May 28, 2017 7:32 pm

edit repost below
Last edited by mattyou1985 on Sun May 28, 2017 7:36 pm, edited 1 time in total.
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Re: Number of calls in all agent reports incorrect?

Postby mattyou1985 » Sun May 28, 2017 7:34 pm

dspaan wrote:Ok this is on vicibox version:

Versie: 2.14-588a
Meta-versie: 170211-1041

When i use the agent performance report, team performance, status or time report i get these numbers for today:

Image

When i click on the agent that has 17 calls i see in reality she has 40 calls:

Image

Why do the reports subtract calls? I don't remember it was like this before? Is it only counting completed calls now?



Is it only counting completed calls now?

so my fix is this

STATUSES WITHIN THIS SYSTEM:

youll see AGENT SELECTABLE ....HUMAN ANSWER......SALE.....DNC...CUSTOMER CONTACT.......NOT INTERESTED.........UNWORKABLE........SCHEDULED CALLBACK..........COMPLETED..............ANSWERING MACHINE
sale..................y ...................... y ..................y........................ y ................................................................................................................. y
GEEN..................y........................ y ..........................................y ............................................................................................................. y <<< set to y on all your costom STATUSES



problum resolved now all completed / agent diso calls will get counted
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Re: Number of calls in all agent reports incorrect?

Postby dspaan » Mon Jun 19, 2017 2:03 pm

Your work-around will mess up results of other reports. Best way to go is to do a SVN update.
Regards, Dennis

Vicibox 9.0.1
Version: 2.14b0.5
SVN Version: 3199
DB Schema Version: 1588
Build: 200310-1801
dspaan
 
Posts: 1374
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands


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