Crazy Dispo Times

[nrc]

So from time to time, agents DISPO time will go into tens of thousands of seconds, but the call log clearly shows them taking another call just minutes later.

The only way for me to fix this is fine the lead_id in the agent_log database and change the seconds from the extremly high value to 5 or 6secs

Any ideas?

It always seems to be DISPO time that gets messed up.

User 1 - user_stats.php?user=gjx


The Mysql Agent_log line for this lead_id

Code: Select all

186602  GJX  192.168.40.27  2013-06-25 08:50:55  194752  NRF  1372168255  0  1372168255  53  1372168308  119  1372168427  15895  NI  TX-Ashley  NULL  NULL  1372168395  32  N

User 2 - user_stats.php?user=twu


The Mysql Agent_log line for this lead_id

Code: Select all

187826  TWU  192.168.40.27  2013-06-25 10:40:55  205058  NRF  1372174855  0  1372174855  30  1372174885  1729  1372176614  10305  NI  TX-Ashley  NULL  NULL  1372176605  9  N

Report - AST_agent_time_detail.php

[nrc]

No ideas on this one?

[DomeDan]

maybe has something to do with your "capital letters in username"-problem,
fix that first and see if this problem goes away

[nrc]

Dan, I don't think these are related.

This only happens about 2 or 3 times in a day. We are doing about 55-60K calls a day. And its various users each time, not generally the same ones.

[DomeDan]

Ok, I would guess agent misuse of the interface, maybe pressing the back button and stuff like that,
or network problems, look in the error_log /var/log/apache2/error_log around the time when call was being processed

[nrc]

I take it no one else sees issues like this?

We noticed that these calls get stuck in DISPO status on the vicidiail_log table, but under vicidial_list it shows the correct DISPO

[DomeDan]

Maybe a network problem, packages loss
or a database problem, check vicidial mysql error log in the agc directory:
/srv/www/htdocs/agc/vicidial_mysql_errors.txt
or the debug log
/srv/www/htdocs/agc/vicidial_debug.txt

if its a lot of lines then you can look for the lead_id that got DISPO in vicidial_log
grep 'THE-LEAD_ID' /srv/www/htdocs/agc/vicidial_mysql_errors.txt