Hi everyone,
Please enlighten us how the AGENT SPREADSHEET PERFORMANCE report under the Reports menu is populated? There are almost always multiple duplicates in this specific report wherein it shows a lead as being flagged as a SALE by 2 separate agents (See attached file, for the IMGB campaign today). But when one goes to the CALLS TO THIS LEAD: portion on the Lead Record page, although it does show a lead as being called by the initial agent, a different disposition is displayed.
Also, based on example #2 below, there appears to be a problem with the way the server saves changes to lead records made from agent workstations.
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Example #1: Agent - Julius Alaon says he did not flag this lead as a sale, yet he appears on the Agent Spreadsheet Performance report. Recording IDs are identical.
From AGENT SPREADSHEET PERFORMANCE report:
Agent ID Rep(s) Customer Name Phone Recording ID Timestamp
20004 Agent - Donna Silveri Bradford Electrics 397022814 44698 6/26/2008 16:23
20010 Agent - Julius Alaon Bradford Electrics 397022814 44698 6/26/2008 12:54
From Lead Record report:
CALLS TO THIS LEAD:
# DATE/TIME LENGTH STATUS TSR CAMPAIGN LIST LEAD
1 2008-06-26 16:23:58 120 SALE 20004 IMGB 10008 145879
2 2008-06-26 12:54:28 5 A 20010 IMGB 10008 145879
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Example #2: Agent - Julius Alaon claims he was able to call this lead via the autodialer and then flagged it as a SALE. The problem is, the Lead Record page shows him as flagging the lead as a NO ANSWER, with no other records of any calls made to the number from him. Given that, the lead was apparently redialed by the server a few hours later and was called and closed as a sale by another agent, Irene Abayon. Recording IDs are identical as well. The particular call made by Julius Alaon was personally observed by our QA team, which validates his claim, but QA really only noticed the issue when a duplicate sale appeared on the AGENT SPREADSHEET PERFORMANCE report a few hours later.
From AGENT SPREADSHEET PERFORMANCE report:
Agent ID Rep(s) Customer Name Phone Recording ID Timestamp
20001 Agent - Irene Abayon J Gem 397020240 44835 6/26/2008 16:58
20001 Agent - Irene Abayon J Gem 397020240 44835 6/26/2008 16:54
20010 Agent - Julius Alaon J Gem 397020240 44835 6/26/2008 13:17
From Lead Record report:
CALLS TO THIS LEAD:
# DATE/TIME LENGTH STATUS TSR CAMPAIGN LIST LEAD
1 2008-06-26 16:58:22 42 SALE 20001 IMGB 10008 146121
2 2008-06-26 16:54:44 183 CBHOLD 20001 IMGB 10008 146121
3 2008-06-26 13:17:54 20 N 20010 IMGB 10008 146121
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Based from our investigation, we have found out some miscalculations on its report generation scripts ("AGENT SPREADSHEET PERFORMANCE REPORT") primarily on the sql join queries.
Nevertheless, there were no discrepancies on the database records as follows:
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VICIDIAL LOG FOR LEAD ID: 145879
+--------------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+-------+----------+-----------+------------+
| uniqueid | lead_id | list_id | campaign_id | call_date | start_epoch | end_epoch | length_in_sec | status | phone_code | phone_number | user | comments | processed | user_group |
+--------------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+-------+----------+-----------+------------+
| 1214448842.3578000 | 145879 | 10008 | IMGB | 2008-06-26 12:54:28 | 1214448868 | 1214448873 | 5 | A | 61 | 397022814 | 20010 | AUTO | N | IMReps |
| 1214461427.1825099 | 145879 | 10008 | IMGB | 2008-06-26 16:23:58 | 1214461438 | 1214461558 | 120 | SALE | 61 | 397022814 | 20004 | AUTO | N | IMReps |
+--------------------+---------+---------+-------------+---------------------+-------------+------------+---------------+--------+------------+--------------+-------+----------+-----------+------------+
RECORDING FOR USER: 20004
RECORDING ID : 44698
+--------------+------------------------+---------------+-----------+---------------------+-------------+---------------------+------------+---------------+---------------+--------------------------------------+----------------------------------------------------------------------------------+---------+-------+
| recording_id | channel | server_ip | extension | start_time | start_epoch | end_time | end_epoch | length_in_sec | length_in_min | filename | location | lead_id | user |
+--------------+------------------------+---------------+-----------+---------------------+-------------+---------------------+------------+---------------+---------------+--------------------------------------+----------------------------------------------------------------------------------+---------+-------+
| 44698 | Local/78600056@default | 192.168.1.152 | 8309 | 2008-06-26 16:24:00 | 1214461440 | 2008-06-26 16:25:58 | 1214461558 | 118 | 1.97 | 20080626-142359_397022814_IMGB_20004 |
http://192.168.1.152/RECORDINGS/GSM/200 ... 04-all.gsm | 145879 | 20004 |
+--------------+------------------------+---------------+-----------+---------------------+-------------+---------------------+------------+---------------+---------------+--------------------------------------+----------------------------------------------------------------------------------+---------+-------+
RECORDING FOR USER: 20010
RECORDING ID : 42404
+--------------+------------------------+---------------+-----------+---------------------+-------------+---------------------+------------+---------------+---------------+--------------------------------------+----------------------------------------------------------------------------------+---------+-------+
| recording_id | channel | server_ip | extension | start_time | start_epoch | end_time | end_epoch | length_in_sec | length_in_min | filename | location | lead_id | user |
+--------------+------------------------+---------------+-----------+---------------------+-------------+---------------------+------------+---------------+---------------+--------------------------------------+----------------------------------------------------------------------------------+---------+-------+
| 42404 | Local/78600054@default | 192.168.1.152 | 8309 | 2008-06-26 12:54:30 | 1214448870 | 2008-06-26 12:54:33 | 1214448873 | 3 | 0.05 | 20080626-105429_397022814_IMGB_20010 |
http://192.168.1.152/RECORDINGS/GSM/200 ... 10-all.gsm | 145879 | 20010 |
+--------------+------------------------+---------------+-----------+---------------------+-------------+---------------------+------------+---------------+---------------+--------------------------------------+----------------------------------------------------------------------------------+---------+-------+
AGENT LOGS FOR LEAD ID: 145879
+--------------+-------+---------------+---------------------+---------+-------------+-------------+-----------+------------+----------+------------+----------+-------------+-----------+--------+------------+----------+------------+
| agent_log_id | user | server_ip | event_time | lead_id | campaign_id | pause_epoch | pause_sec | wait_epoch | wait_sec | talk_epoch | talk_sec | dispo_epoch | dispo_sec | status | user_group | comments | sub_status |
+--------------+-------+---------------+---------------------+---------+-------------+-------------+-----------+------------+----------+------------+----------+-------------+-----------+--------+------------+----------+------------+
| 43792 | 20010 | 192.168.1.152 | 2008-06-26 12:54:00 | 145879 | IMGB | 1214448840 | 0 | 1214448840 | 29 | 1214448873 | 4 | 1214448874 | 1 | A | IMReps | NULL | NULL |
| 46127 | 20004 | 192.168.1.152 | 2008-06-26 16:23:19 | 145879 | IMGB | 1214461399 | 0 | 1214461399 | 40 | 1214461558 | 119 | 1214461561 | 3 | SALE | IMReps | NULL | NULL |
+--------------+-------+---------------+---------------------+---------+-------------+-------------+-----------+------------+----------+------------+----------+-------------+-----------+--------+------------+----------+------------+
LEAD STATUS OF LEAD ID: 145879
+---------+---------------------+---------------------+--------+-------+------------------+-----------+---------+----------------+-------------------------+------------+--------------+-------+--------------------+----------------+-----------+---------------+----------+----------+---------+-------+----------+-------------+--------------+--------+---------------+-----------+-------+-----------------+---------------------------------------------+--------------+
| lead_id | entry_date | modify_date | status | user | vendor_lead_code | source_id | list_id | gmt_offset_now | called_since_last_reset | phone_code | phone_number | title | first_name | middle_initial | last_name | address1 | address2 | address3 | city | state | province | postal_code | country_code | gender | date_of_birth | alt_phone | email | security_phrase | comments | called_count |
+---------+---------------------+---------------------+--------+-------+------------------+-----------+---------+----------------+-------------------------+------------+--------------+-------+--------------------+----------------+-----------+---------------+----------+----------+---------+-------+----------+-------------+--------------+--------+---------------+-----------+-------+-----------------+---------------------------------------------+--------------+
| 145879 | 2008-06-24 17:42:46 | 2008-06-26 16:49:11 | SALE | 20004 | NULL | NULL | 10008 | 10.00 | N | 61 | 397022814 | NULL | Bradford Electrics | NULL | NULL | 4 Selby Court | NULL | NULL | BERWICK | NULL | VIC | 3806 | NULL | NULL | 0000-00-00 | NULL | NULL | NULL | nelly ing 3 300 100 part-time ft 60 martin | 2 |
+---------+---------------------+---------------------+--------+-------+------------------+-----------+---------+----------------+-------------------------+------------+--------------+-------+--------------------+----------------+-----------+---------------+----------+----------+---------+-------+----------+-------------+--------------+--------+---------------+-----------+-------+-----------------+---------------------------------------------+--------------+
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Please enlighten us if our alllegations were correct or there is/are another thing/s that was/were causing these issues.
Thank you very much!
- Januarius
Posted: Tue Jul 31, 2007 12:58 pm