Custom report data mismatch

[dreedy]

Hello everyone,
I am trying to create a custom report based off the data that would be done off the agent performance detail report. I have started off with a single day to look at for reference data points to make sure i am getting correct numbers.

when i pull the report form the test dialer. this is the numbers i am getting.

Pause 2:31:47
Wait 3:17:56
Talk 8:40:11

Here is the sql statement that i am using to grab the detail of the agents stats for that day. I have split out the times in 2 ways first way is a converted to h:m:s and the second way is just in base seconds.

select SEC_TO_TIME(SUM(pause_sec)) as pause ,SUM(pause_sec) as p,SEC_TO_TIME(SUM(wait_sec)) as wait ,SUM(wait_sec) as w,SEC_TO_TIME(SUM(talk_sec)) as talk ,SUM(talk_sec) as t from asterisk.vicidial_agent_log where event_time between '2017-10-02 00:00:00' and '2017-10-03 23:59:00' and user = '*****'

I have * the user name but it is based of real stats of a user.

here are the results of the data pull from this query.

pause 04:39:22
p 16762
wait 03:41:02
w 13262
talk 08:41:03
t 31263


I have pull several other users and am getting variations of how this looks sometimes the number get close to matching. But more often that not they are not agreeing with data provided from the Agent Performance. I have double checked my math and it is right. Am i missing a data point to pull the correct information?

[mflorell]

The Performance report shows only time related to handling of phone calls(as it says on the report). This means any pause or wait time that is not before the handling of a call is ignored and not part of the reported time. This report has always operated this way and it was written that way by request of the customer who commissioned us to create the report.

[dreedy]

Thanks for getting back with me on this. I took another crack at it and solved my issue i was having. I also add the ability through the sql querry to include the yesterdays calls into the data pull. Thanks again for the information.