Data Mismatch

[Sathiya]

Hi,

The data's which we get from the Report >> Export call report option are mismatch with the data if we collect it separately for all users.

Can anyone assist us on this ?

[mflorell]

You are going to have to be more specific as to the issue you are seeing, what kind of call handling you are doing, and how exactly you are pulling the report.

[Sathiya]

Hi,

Thank you for getting back to us.

We are pulling out the data's from two different ways from vicidial.
1. Getting the complete call report from the Report >> Export Calls Report and listing out calls of all the agents for the campaign.
2. Pulling the call lists from every agent's seperately from the stats option.

Both giving us the different values.

For eg : One agent has attendednearly 100 calls

Export call report option giving us 100 but the stats option under the agent shows only 46 calls.

Can you please assist us.

[mflorell]

Please explain what "from the stats option" means.

[Sathiya]

I meant that, In users list every user has a "STATS" option to check the call details separately.

[mflorell]

OK, you are comparing call logs to agent activity logs, so they are not going to match up.

Also, what is your admin.php version and build?

[Sathiya]

Can you please explain a little bit more clear that why the logs are matched up.

As requested details.

VERSION: 2.10-448a
BUILD: 140706-0927

[williamconley]

Agents are not calls. Thus "Agent Logs" and "Call Logs" will not match up.

Not all calls are in any way related to an agent. Agents can be associated with lots of calls or no calls. The timing involved in calls are therefore not related directly to individual or groups of agents.

Trying to reconcile them will never work. This basic fact is actually why Vicidial exists: The goal here is for the Dialer to manage the calls that would otherwise Waste Agent Time.

For example: If an agent logs in with the dialer set to 100:1 call ratio, then logs right out immediately without waiting for any calls to answer ... the agent would have 2-10 seconds of "time" in a log somewhere. But those 100 calls would all get dialed and all have their own logs that are in no way related to the agent who is now "logged out" and unavailable, thus NOT linked to any of these calls. Some may answer, others would not ... plenty of log entries related to how long the answered calls may have lasted and/or rung. AMD may or may not become involved (more logs!). If the campaign in question plays a recorded message, that message may or may not have played (lots more logs!) ... but NO agent time was ever involved in any of those calls.

With that basic precept, it follows that agent logs and call logs will never "align".

[Sathiya]

Hi William,

Thanks for the mail but you're not getting my point clearly. You can find the Root map to Fetch the reports for both the Group and individual user. But both the values are not equal. I've added our report too. Please check the call difference in our report.

Sl No Date Process Agent Name Group Report Individual Report
1 11 May 16 Outbound Agent 1 185 184
2 11 May 16 Outbound Agent 2 85 174
3 11 May 16 Outbound Agent 3 . 78 169
4 11 May 16 Outbound Agent 4 163 219
5 11 May 16 Outbound Agent 5 176 216

===========
Group Report
Administration --->Reports--->Export Calls Report--->Date Range From – to---> Export Fields—Extended--->Campaigns--->Submit.

Individual Report
Administration --->Users--->User Name--->Stats--->Date Range From – to--->Submit.
============

Hope it identifies our problem to you help us to solve it.
Thank You.

[williamconley]

export calls relates to "calls".

agent stats relates to "agents".

these are not the same data sets.

You referring to the "calls" reports as a "group" report does not in any way relate these calls to agents. The Export Calls reports pull data from the call logs. Which is Not the same data set as the agent logs.