agent perfromance report

[pedrograna]

I have a question about this report.
In the callcenter we hava an inbound campaign with a lot off traffic with always 10 to 12 calls in queue.
When i pull the agent performance report it gives me 2 hours or more off wait time to the agents.
The question is what means the column wait? Its the amount off time an agent was waiting a call to arrive?

VERSION: 2.0.4-121 BUILD: 80424-0442

Thanks and regards.

[ciacho]

In Reports/Agent Performance Detail are 2 columns: Wait and WaitAVG

Wait - the total time in choosen date range that Agent wait for calls (sum of READY status from Time on VDAD Report),

WaitAVG - average time: Wait/Calls.

Question to community: What are Yours WaitAVG times in Adapt Average dial method (+number of active agents)?

[pedrograna]

But the question its about an inbound campaing with always ten calls i queue.. dosent make sense for me that an agent who was always on calls sums a total off two hours in the day waitning for calls.
Any body else have issues withe the times in the vicidial_agent_log table?
Regards.

[mflorell]

Upgrade to 2.0.5. The stats are more accurate with that version of the code.
2.0.4 is no longer supported.

[pedrograna]

Im moving now to.
VERSION: 2.0.5-174
BUILD: 90522-0506
I hope see this issue fixed.
Thanks for your reply.

[pedrograna]

I made the change to 2.05 but times are still very bad.
There is something to be done to improve this?
How are the seconds in vicidial_agent_log calculated?

[pedrograna]

When I say vicidial_agent_log seconds i mean..

pause_sec
wait_sec
talk_sec
dispo_sec

Regards..

[pedrograna]

I think i find what its happening.

This campaing makes a lot off transfers, when the agents hangups customer on a transfered call vicidial seems to be adding the talk seconds to the wait seconds or something like that.

I am sitted beside an agent watching the agent_log in realtime and I only see errors when the agent transfers the call.

Does this makes sense for anybody?

[mflorell]

What is the dial method of the campaigns?

[pedrograna]

Dial method RATIO

[mflorell]

Are you doing a lot of inbound or manual dial calls?

[pedrograna]

Yes only inbound calls.

[pedrograna]

And about 30% off calls are transfered to another callcenter doing consultative transfers dialwith custmer and then live three way call.

[mflorell]

have you looked at the vicidial_agent log and compared it to what shows up in the vicidial_closer_log table for the same calls?

[pedrograna]

yes off course.. in vicidial_closer_log the duration off the call and the queue seconds seems to be fine.

[pedrograna]

For example for the same record same status same

I have in closer_log: length = 348 queue = 301
in agent_log: wait = 45 dispo = 2 and talk = 4.
Another record
I have in closer_log: length = 348 queue = 301
n agent_log: wait = 211 dispo = 26 and talk = 6.

I can attach a select of the same lead_id in both tables in needed.

[mflorell]

If you are able to I might suggest upgrading to SVN trunk. It is stable and in production at several client sites and we have done quite a bit of alteration to the way that the log times are calculated since 2.0.5.

[pedrograna]

Ok, I will be upgrading right away. The upgrade process its srtaight forward.. right?
The cleanup script its still needed?

[mflorell]

Yes, just follow the UPGRADE document to see all of the changes.

Yes you do still need to the cleanup script, although it is not needed as much with the logging revisions.