AST_timeonVDADallSUMMARY shows no detail

[linuxknight]

Since upgrading to trunk VERSION: 2.2.0-183 BUILD: 90511-0910 we have an issue where the real time campaign summary shows no detail. List detail numbers don't move either. Was wondering if anyone else had seen this behavior?

For example after dialing 90 minutes today:
DIAL LEVEL: 3.364 TRUNK SHORT/FILL: 0 / 0 FILTER: NONE TIME: 2009-06-30 13:31:50
DIALABLE LEADS: 817 CALLS TODAY: 0 AVG AGENTS: 12 DIAL METHOD: INBOUND_MAN
HOPPER LEVEL: 100 DROPPED / ANSWERED: 0 / 0 DL DIFF: 0 STATUSES: AA, NA, N, DROP, ERI, B, CALLBK, A, NEW
LEADS IN HOPPER: 136 DROPPED PERCENT: 0% DIFF: 0.00% ORDER: UP
NO LIVE CALLS WAITING
12 agents logged in 8 agents in calls 3 agents waiting 1 paused agents

The only theory we have been able to come up with is that this only occurs when an agent logs in to a manual dial campaign before an agent logs into a predictive dial campaign. When all agents log into predictive campaigns this issue doesn't rear its head.

[mflorell]

The SUMMARY report has not been updated as frequently as the regular real-time report. It is most likely in need of an update on the coding side, but frankly not that many people use it so this is the first that I am hearing about an accuracy issue with this report.

[linuxknight]

Real time campaign summary is not regularly used report?

How else does one manage how many dialable leads are left, dropped call %'s and the like?

[mflorell]

Well, those stats should work fine(they are only refreshed once a minute), what I meant is that most companies use the standard Real-time report, not the summary report. Also, most companies that we do work for have 4 or less active campaigns, even for 200+ seats call centers.

What exactly do you consider the "Detail stats"?

Generally the stats are only refreshed if the campaign has agents logged into it. you can force a refresh of the stats by setting the stats refresh field in the campaign detail screen to Y and submitting.

[linuxknight]

My sales floor manager goes to campaigns, then clicks on real time campaign summary.

Is there a better way to get this info?

[mflorell]

How many campaigns are you running?

What information "exactly" are you looking for?

[linuxknight]

We have about 12 campaigns or so, of which only 3 or 4 may be running at any given time during the day.

My sales floor manager likes to be able to see in realtime how many dialable leads are left in the active campaigns so he can plan transitions to other campaigns when they run out of leads. He also likes to watch the drop call % and call in queue.

[mflorell]

The process to generate the "dialable leads" can be quite intensive which is why (with the exception of the campaign modification screen) the value is generated by a back-end process once a minute(only for active campaigns) instead of having the realtime screen generate them on the fly.

This great reduces load but means that the values are not refreched unless there are agents logged into the campaign or a manager selected to force a refresh of the stats(option in the campaign modification screen).

It might be a good option to allow a forced refresh of non-agent-logged-in campaigns, but what interval do you think those values should be refreshed at? Once an hour, every 15 minutes?

[linuxknight]

Those questions are best answered by the professionals

The problem I was seeing is that the stats were NOT refreshing on active campaigns.
In our case on a few occasions, the agents were on the campaign for several hours and the stats were all 0's

The problem was fixed by running the keepalive script. I guess something got hung up?

[mflorell]

Well, the keepalive script should be running once a minute actually, so running that script manually should not do anything really.