Cannot export drops

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Cannot export drops

Postby dspaan » Fri Feb 15, 2019 7:30 am

I found something strange today. I wanted to compare the calls that came into an ingroup. The ingroup report says there were 10 calls. When i make use the export calls report i only got 5 calls.

When investigating further i found out that the missing leads/calls were drops. When i select the DROP dispo code from the export calls report i get 'There are no calls during this time period for these parameters'.

Is this by design, a bug or is there something amiss with my system?
Regards, Dennis

Vicibox 8.1.2
Version: 2.14-704a
SVN Version: 3078
DB Schema Version: 1566
Build: 190312-0928
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Re: Cannot export drops

Postby omarrodriguezt » Mon Feb 18, 2019 2:13 pm

Drop calls are not handled by the agents.
Try running another report
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Re: Cannot export drops

Postby dspaan » Mon Feb 18, 2019 2:27 pm

NA calls are also not handled by agents and i can still export them. The export calls report and export leads report are not agent reports but campaign|ingroup|list|status|usergroup based. What other export report is there?
Regards, Dennis

Vicibox 8.1.2
Version: 2.14-704a
SVN Version: 3078
DB Schema Version: 1566
Build: 190312-0928
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Location: The Netherlands

Re: Cannot export drops

Postby omarrodriguezt » Mon Feb 18, 2019 2:29 pm

Have you tried both reports , export calls and export leads, adn are you having same issues in both of them?
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Re: Cannot export drops

Postby dspaan » Mon Feb 18, 2019 2:37 pm

Yes, i tried both. And neither of them export DROPS. Can you confirm the same?
Regards, Dennis

Vicibox 8.1.2
Version: 2.14-704a
SVN Version: 3078
DB Schema Version: 1566
Build: 190312-0928
dspaan
 
Posts: 1184
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: Cannot export drops

Postby omarrodriguezt » Mon Feb 18, 2019 2:40 pm

Have you tried choosing the DROP dispo from the statuses option?
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Re: Cannot export drops

Postby dspaan » Mon Feb 18, 2019 2:51 pm

yes i did try that
Regards, Dennis

Vicibox 8.1.2
Version: 2.14-704a
SVN Version: 3078
DB Schema Version: 1566
Build: 190312-0928
dspaan
 
Posts: 1184
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Location: The Netherlands

Re: Cannot export drops

Postby omarrodriguezt » Mon Feb 18, 2019 3:24 pm

Try choosing XDROP dispo.
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Re: Cannot export drops

Postby dspaan » Mon Feb 18, 2019 3:31 pm

Why, these are leads that have DROP status, not XDROP.
Regards, Dennis

Vicibox 8.1.2
Version: 2.14-704a
SVN Version: 3078
DB Schema Version: 1566
Build: 190312-0928
dspaan
 
Posts: 1184
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Location: The Netherlands

Re: Cannot export drops

Postby williamconley » Mon Feb 18, 2019 3:46 pm

dspaan wrote:Why, these are leads that have DROP status, not XDROP.

i suspect he wanted you to try that as a test.

another approach is to check the report code for the word DROP to see if that status has been intentionally omitted.
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Re: Cannot export drops

Postby omarrodriguezt » Tue Feb 19, 2019 9:37 am

XDROP-> Agent Not Available IN
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Re: Cannot export drops

Postby dspaan » Tue Feb 19, 2019 2:24 pm

I tried XDROP but i get:

There are no inbound calls during this time period for these parameters

I tried all statues before so it should have come up then. Can anyone else confirm they cannot export inbound DROPS?

I also inspected the source for call_report_export.php but there is nothing in there with regards to the DROP status.
Regards, Dennis

Vicibox 8.1.2
Version: 2.14-704a
SVN Version: 3078
DB Schema Version: 1566
Build: 190312-0928
dspaan
 
Posts: 1184
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: Cannot export drops

Postby williamconley » Tue Feb 19, 2019 3:03 pm

time to confirm you HAVE dropped calls in the log in question. if you alter the status later, in some circumstances the status for that call may be updated as well. have you checked the log table to be sure there is a DROP for the time period in question? And do other statuses report properly? (EG: NA actually has some results ...?)
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Re: Cannot export drops

Postby dspaan » Tue Feb 19, 2019 3:07 pm

Well i went directly in the database a few days ago and queried the call log based on the DID and then searched every lead in the system and that's how i discovered the missing leads from the export report were DROP leads. This is an inbound campaign, so there are no NA statuses but yeah i get results of other statuses normally. Do you get DROPS in the export when you test this for an inbound campaign Bill?
Regards, Dennis

Vicibox 8.1.2
Version: 2.14-704a
SVN Version: 3078
DB Schema Version: 1566
Build: 190312-0928
dspaan
 
Posts: 1184
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: Cannot export drops

Postby williamconley » Tue Feb 19, 2019 3:17 pm

Yep.

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Re: Cannot export drops

Postby dspaan » Tue Feb 19, 2019 3:59 pm

Yeah i also just tested on another server, this is weird. I noticed the problem server had drop lists enabled, i just deleted them and will check tomorrow if i get drops in the export.
Regards, Dennis

Vicibox 8.1.2
Version: 2.14-704a
SVN Version: 3078
DB Schema Version: 1566
Build: 190312-0928
dspaan
 
Posts: 1184
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands

Re: Cannot export drops

Postby dspaan » Tue Mar 19, 2019 5:02 am

After deleting all the drop lists and turning off this feature in system settings i still cannot export drops. Does anyone have a suggestion?
Regards, Dennis

Vicibox 8.1.2
Version: 2.14-704a
SVN Version: 3078
DB Schema Version: 1566
Build: 190312-0928
dspaan
 
Posts: 1184
Joined: Fri Aug 21, 2009 1:40 pm
Location: The Netherlands


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