VDAD Closer Stats- Issues with Inbound Report

[vkalp_rg]

Hi,
I am having few issues with the Closer stats reports. Please see some values taken from the stats and related questions.

---------- TOTALS
Total calls taken in to this In-Group: 539
Average Call Length for all Calls: 71 seconds
Answered Calls: 437 81%
Average queue time for Answered Calls: 6.45 seconds
Calls taken into the IVR for this In-Group: 0

---------- DROPS
Total DROP Calls: 90 17% drop/answered: 21%
Average hold time for DROP Calls: 35 seconds



Therefore QUERY : DROP + Ans = 437 + 90 = 527 So a difference in reporting of 539-527 calls = 12 calls.
Can You help how I can identify the reasons for the balance calls not showing in Answered calls or Drop Calls?


2nd SCENARIO

---------- CUSTOM INDICATORS
GDE (Answered/Total calls taken in to this In-Group): 81%
ACR (Dropped/Answered): 21%
TMR1 (Answered within 20 seconds/Answered): 97%

TMR2 (Answered within 30 seconds/Answered): 103%

CALL ANSWERED TIME AND PERCENT BREAKDOWN IN SECONDS
+-------------------------------------------------------------------------------------------+------------+

| 0 5 10 15 20 25 30 35 40 45 50 55 60 90 +90 | TOTAL |
----------+-------------------------------------------------------------------------------------------+------------+

INTERVAL | 297 80 1 4 2 8 11 5 4 5 4 4 10 2 | 437 |
INT % | 55% 15% 0% 0% 1% 0% 1% 2% 1% 1% 1% 1% 1% 2% 0% | |

CUMULATIVE| 297 377 377 378 382 384 392 403 408 412 417 421 425 435 437 | 437 |
CUM % | 55% 70% 70% 70% 71% 71% 73% 75% 76% 76% 77% 78% 79% 81% 81% | |

CUM ANS % | 68% 86% 86% 86% 87% 88% 90% 92% 93% 94% 95% 96% 97% 100% 100% | |
----------+----------------------------------------------------------------------------------------

THEREFORE, MY OBSERVATIONS IF I CALCULATE THE ABOVE VALUES

GDE = ANS/TOTAL CALLS = 437 / 539 = 81% CORRECT AS ABOVE
ACR = 90/437 = 22.8% SO INCORRECT AS ABOVE
TMR1 ANS WITHIN 20 / ANS = 382/437 = 87.4% INCORRECT AS ABOVE
TMR2 ANS WITHIN 30 / ANS = 392/437 = 89.7% INCORRECT AS ABOVE

Can you check how we can arrive at the most correct reporting using this?

I AM USING latest version 2.0.5

[okli]

Can't help with that, but you may need to mention vicidial.php version and build.

[vkalp_rg]

Can't help with that, but you may need to mention vicidial.php version and build.

version 2.0.5

[vkalp_rg]

refresh. can u help guys