vicidial.org

After working with vicidial for years i have to do research everytime i look at the reports and can't explain how the figures need to be interpreted.

For instance:



I asked this agent to make a log of when the pause button was clicked and which pause code was used. The pause codes are correctly reflected in this report in the right column. In this case the agent made 5 manual outbound calls and in between used the pause code you can see. The agent was NOT waiting!!

Question 1: In between the calls the agent was paused but why does it say 0 seconds pause time for row 2 till row 6 (from the bottom up)?
Question 2: Instead of pause times it shows wait times but actually the agent was paused during most of the first 4 hours. Is wait time the wait in seconds the actual pause time of the last pause code chosen in the previous row?
Question 3: In some cases there is in fact pause time shown in fist column, when are these pause seconds logged?

So the major issue here is that the agent was paused for 5,6 hours during this day if i count the wait time but the the User stats report and Agent performance detail report say the agent was paused 1,3 hours. But this is because pause time is logged as wait time?

It would be useful if you placed the headers over those columns, even if it was a separate graphic.

Consider checking the actual log tables to see where the data was drawn from. I've seen a lot of ... oddities in those reports that can be caused by the order of occurrence. Did he pause and never take a call and log out and back in? What do the incorrect entries have in common regarding the order of events?

We've had many tiny/major corrections to these for clients who HAD to have them fixed (as they base payroll off them).

Just reporting back that this was fixed after svn update from 3129 to 3199.

Excellent postback DSpaan