User Stats ('Talk' field) -- inaccuracy

[mnguyen]

In our call center we are running a cluster of servers and have around 120 users max, usually we have around 80 logged in at once.
We have two servers that have users logged in on and one database server.
The three servers are listed below with specs.

Observing User stats data, based off of actual call recordings, "talk" times 95% of the
time, are not accurate. Listening to recordings and timing calls with a stop watch shows that the data is incorrect.
Sometimes the talk time is over the actual time and sometimes it's under ranging anywhere from 20 seconds off to Hundreds of seconds off.
Not sure if this helps but, noticed that when wait time is a high number, is more likely than not, inaccurate.

The way I time the call with a stop watch (while listening to the recordings):
I count the seconds the user is talking to a customer.
If our users parks a call, I pause the timer and then resume count once the user unparks the call.

Has anyone heard of this problem and/or knows what is causing this.
Any information you have in regards to user stats being off or inaccurate would be of great assistance.
I appreciate your time and help.

vicidial102:
Version of VICIDIAL: 2.4-291 BUILD: 101208-0341
LOAD 4 - 3% Load Averages: 0.01, 0.04, 0.04
Server Specs: Intel(R) Xeon(R) CPU E5520 @ 2.27GHz /8 core
Mem: 6117392k total
VOIP: ethernet (SIP)
OS: openSUSE 11.3 "Teal" (DAHDI drivers dahdi-linux-complete-2.3.0.1+2.3.0)
Linux 040vicidial102 2.6.34.7-0.5-default #1 SMP 2010-10-25 08:40:12 +0200 x86_64 x86_64 x86_64 GNU/Linux
ViciBox Redux v.3.0.9 (installed via ISO)
perl 5, version 12, subversion 1 (v5.12.1) built for x86_64-linux-thread-multi
PHP 5.3.3 (cli), Zend Engine v2.3.0, with eAccelerator v0.9.6,
Asterisk 1.4.27.1-vici

viciagnt102:
Version of VICIDIAL: 2.4-291 BUILD: 101208-0341
LOAD Load Averages: 0.15, 0.08, 0.08
Server Specs: Intel(R) Xeon(R) CPU E5520 @ 2.27GHz /8 core
Mem: 4048024k total
VOIP: ethernet (SIP)
OS: openSUSE 11.3 "Teal" (DAHDI drivers dahdi-linux-complete-2.3.0.1+2.3.0)
Linux 040viciagnt102 2.6.34.7-0.5-default #1 SMP 2010-10-25 08:40:12 +0200 x86_64 x86_64 x86_64 GNU/Linux
ViciBox Redux v.3.0.9 (installed via ISO)
perl 5, version 12, subversion 1 (v5.12.1) built for x86_64-linux-thread-multi
PHP 5.3.3 (cli), Zend Engine v2.3.0, with eAccelerator v0.9.6,
Asterisk 1.4.27.1-vici

040vicidb101:
Not running vicidial or asterisk
Load Averages: 0.93, 0.66, 0.58
Server Specs: Intel(R) Xeon(R) CPU L5420 @ 2.50GHz /4 core
Mem: 4043408k total
OS: CentOS release 5.4 (Final)
Linux 040vicidb101 2.6.18-164.15.1.el5 #1 SMP Wed Mar 17 11:30:06 EDT 2010 x86_64 x86_64 x86_64 GNU/Linux
perl, v5.8.8 built for x86_64-linux-thread-multi
PHP 5.1.6 (cli), Zend Engine v2.1.0

[williamconley]

you have not specified where you are getting the data you believe to be incorrect.

report URL and database records are necessary to assist in determining your issue.

also, you should be using the data tables to validate your results as it may help you to figure out what numbers go where in which tables and why.

remember that there are logs for many purposes, and it can be confusing.

[mnguyen]

William thank you for your response,

Since I can't post urls yet, I will try to best explain which stats I am referring to.
It's simply called:
'user_stats'

More specifically I am referring to the 'Talk' field under: "AGENT ACTIVITY FOR THIS TIME PERIOD"
I can also see this total 'Talk' time data in the 'AST_agent_performance_detail' report.

Also can you please explain further what you mean by 'using the data tables to validate your results'


Thanks again for your assistance.

[williamconley]

url is required. i do not have time to search. LOL

using mysql at the command line or phpmyadmin, you will be visiting the mysql log tables which store the data you claim to be innacurate to see where the flaw or misunderstanding may be.

have you logged into your phpmyadmin interface and looked around yet?

[mnguyen]

Using mysql command line I checked dataBase: asterisk.
And looking in 'vicidial_agent_log' table under the 'talk_sec' field is where the inaccuracy is occurring

Hope this is more of what you're looking for.

[mnguyen]

William, do you have any other tips or info on this, or anyone for that matter.

Thanks in advance

[williamconley]

url is required. i do not have time to search. LOL

and be more detailed about what leads you to believe that field is incorrect. a controlled test showing that number to be inaccurate would be helpful (ie: no other traffic on the system, single call ... measure the time you believe belongs in that field and see how it compares to your test call).

[mnguyen]

william,

here is the url I am referring to:
http://callcenter/vicidial/user_stats.php?user=xxxxxx

under "AGENT ACTIVITY FOR THIS TIME PERIOD"
"Talk Time" is inaccurate.


While logged in and looking at screen:
http://callcenter/agc/vicidial.php#

Total seconds of call reads: 315

While the talk field in the "AGENT ACTIVITY FOR THIS TIME PERIOD" above reads: 321

How can the talk time be more than the actual total duration of the call?

[mflorell]

And what is the DEAD time for that call?

Talk time is not the telco time for the call, it's the amount of time the call information was up on the agent screen, to get the actual customer talk time with the agent you have to subtract dead time from talk time.

[mnguyen]

Sorry for the lack in information:

Dead Time = 48
Talk = 321

TelcoTime = 315

This still does not add up right.

Thanks for the help so far, I appreciate your guys' feedback.

[mnguyen]

Anyone else experiencing this issue? Anyone else have input on why there is a discrepancy/inaccuracy in talk time?