How to get the agent total time?

[rey_philip]

Hi to all,

How do I get the exact total agent time? Cause what Im doing is that
I add the talk_sec, wait_sec and dispo_sec from the
vicidial_agent_log table. I did not add the pause_sec cause were
using manual dialing. Which leads to my other question, is it baecause where using manualing dialing, that the total agent time is not correct?

The problem is, it is not accurate, they should have 7 hrs and 30 minutes or 7 hrs, but when I add them its less than 7 hrs.

Need your advice guys.

Thanks,

Rey

[mflorell]

What version of astguiclient?

in 2.0.3 there were errors in how pause time was calculated in some circumstances. These errors have been fixed in SVN.

[rey_philip]

Hi matt,

Actually were using version 2.0.95.

Matt, could you please give me further info about talk_sec, wait_sec, dispo_sec and pause_sec. I will explain to you what I understand, and if Im wrong please correct me. I just want to have fully understanding on that.

* talk_sec - length of seconds that the agent talked to the contact person.

* wait_sec - length of seconds that the agent wait, to get an answer from
the contact. I have a doubt that my explanation is wrong.

*pause_sec - length of seconds that the agent are on pause mode.

* dispo_sec - length of seconds that an agent dispose the call.

Please add some informations on these, and correct my explanations
if Im wrong.

Good day.

Rey

[mflorell]

That's pretty much what those are. talk time starts when the customer is sent to the agent, and does not end until the agent clicks "Hangup Customer" or HotKeys are used.

[rey_philip]

Ok. Thanks for that.

Rey

[chrisls]

Can you provide some additional explanation on the meaning of wait_sec:

>>>* wait_sec - length of seconds that the agent wait, to get an answer from the contact. I have a doubt that my explanation is wrong.

Does this mean that this is the time it took for the agent to get transferred the call once the call was determined to be a HUMAN?

Reason I am asking is that I am trying to determine why I never got transferred to an agent on a test call that was made to my phone. The system properly detected my voice as a HUMAN but I never spoke to anyone and just hung up. When I checked the vicidial_agent_log table for my lead, the wait_sec was 12. Could my call have ended up in the queue? Did it take the system 12 seconds to get my call to an agent?

[mflorell]

wait_sec in the agent log is just how long the agent waited after clicking RESUME before they received a call.

[chrisls]

Thanks.

Where does the system log the time from when the call was first detected as a HUMAN to the time it gets transferred to an agent?

[mflorell]

There is no specific field that contains wait time of the outbound call before it is sent to an agent. You could figure it out with vicidial_log.start_epoch comparing it to the vicidial_agent_log.talk_epoch field though.