on hook agent report

[cvillarreal77]

I currently have a campaign with extensions enabled on-hook = yes and auto answer = no

this is because the agents are not with the headband at all time.

for example, an incoming call arrives and the asterisk sends the call to the agent with 6 rings, if the agent does not answer manually, the call is sent to another agent.

do you know if there is any report that tells me which are the agents who lose the calls because they do not reachr after the time of the 6 rings?

i have vicibox 9.01 SVN Version: 3200

[cvillarreal77]

..........

[carpenox]

My guess would be something with drop calls, depends how you have the routing setup. I am guessing through an inbound campaign, but then you have different routing options....can you explain a little more of how that is setup.

[cvillarreal77]

yes carpenox.... in the phone section you choose the extension and select en on-hook=yes and autoanswer = no thats is it

the agent will answer with the webphone button.... but if timeout is present y the agent not push de button... the call will be assigned to another agent .....

[carpenox]

im talking about for the inbound campaign, how do you have the routing for that setup, just as phone? but then as you scroll down there is drop routing, hold routing, wait routing, in group routing, etc etc. How do you have that part setup?

[cvillarreal77]

ok , are two phones.

and the configuration is the default incoming campaign configurationf when you create a vicidial campaign

drop routing to message to 8307 ext ,,,
you mean this setting?

wait time not configured

the way is did--> callmenu-->ingroup selected--> if agent is in status ready the webphone makes 6 rings until the agent picks up the call , if you do not answer the call it will be sent to another agent

[carpenox]

ok take a look into export calls report then, not sure if thats gonna have what youre looking for, select status for drops i would think, but look in there

[cvillarreal77]

I had already verified the reports

and I only see reports where the drop calls appear for the VDCL user

in reality the agent could be cheating and not answer the calls, this could be deduced by visualizing how many calls the other agents have answered