Number of calls in all agent reports incorrect?

[dspaan]

Ok this is on vicibox version:

Versie: 2.14-588a
Meta-versie: 170211-1041

When i use the agent performance report, team performance, status or time report i get these numbers for today:



When i click on the agent that has 17 calls i see in reality she has 40 calls:



Why do the reports subtract calls? I don't remember it was like this before? Is it only counting completed calls now?

[mflorell]

There could be several reasons for that. Including the fact that those reports pull from different log tables.

[dspaan]

Matt, but do you know what number should be shown in the agent reports? I'd expect the actual number of handled calls by an agent would be shown in them.

[mflorell]

I couldn't answer that without seeing the log data and the exact parameters of the report you ran.

[dspaan]

Hi Matt,

Here is an example of the Agent Performance report with the default settings:


It says the middle agent has handled 92 calls. But if i click on that agent to show me the Agent Stats page it says this agent had handled 584 calls over this same time period.

I checked and 334 calls were inbound calls. That would still mean 584 - 334 = 250 outbound calls. But the report says 92 calls??

We are on:


VERSION: 2.14-588a
BUILD: 170211-1041

[mflorell]

You need to upgrade. The version you are using has a logging bug that was fixed more recently.

[dspaan]

ok i just did a SVN upgrade. I noticed the report results are still the same, will this only affect future calls from this point on wards?

[mflorell]

Yes, this will only affect future calls.

[mattyou1985]

edit repost below

[mattyou1985]

Ok this is on vicibox version:

Versie: 2.14-588a
Meta-versie: 170211-1041

When i use the agent performance report, team performance, status or time report i get these numbers for today:



When i click on the agent that has 17 calls i see in reality she has 40 calls:



Why do the reports subtract calls? I don't remember it was like this before? Is it only counting completed calls now?

Is it only counting completed calls now?

so my fix is this

STATUSES WITHIN THIS SYSTEM:

youll see AGENT SELECTABLE ....HUMAN ANSWER......SALE.....DNC...CUSTOMER CONTACT.......NOT INTERESTED.........UNWORKABLE........SCHEDULED CALLBACK..........COMPLETED..............ANSWERING MACHINE
sale..................y ...................... y ..................y........................ y ................................................................................................................. y
GEEN..................y........................ y ..........................................y ............................................................................................................. y <<< set to y on all your costom STATUSES



problum resolved now all completed / agent diso calls will get counted

[dspaan]

Your work-around will mess up results of other reports. Best way to go is to do a SVN update.