Closer reporting

[enjay]

Vicidial reporting for closer is very confusing.
This is odd and I have adjusted the call times because, vicidial has set them to crazy numbers when the correct answer should be end_epoch - start_epoch. This is in vicidial_closer_log.

This is also interesting:
SELECT status, count(status) FROM vicidial_closer_log v WHERE lead_id = 0 GROUP BY status;
Odd or do I not understand how the log works.
DONE 2966
DROP 681
INCALL 2609
QUEUE 1723


I also don’t get what are drop calls are they calls that enter queue but are never answered. So why
would a call not enter queue ever? How are there still calls with the status INCALL? Also why is the
closer table filled with leads from other than in-groups?



VICIDIAL: Auto-dial Closer Stats 2007-01-18 21:40:47

---------- TOTALS
Total Calls placed from this Campaign: 1541
Average Call Length for all Calls: 17 seconds

---------- DROPS
Total DROP Calls: 271 18%
Average hold time for DROP Calls: 26 seconds

---------- QUEUE STATS
Total Calls That entered Queue: 1015 66%
Average QUEUE Length for queue calls: 131.90 seconds
Average QUEUE Length across all calls: 86.88 seconds

---------- AGENT STATS
+--------------------------+------------+----------+--------+
| AGENT | CALLS | TIME M | AVRG M |
+--------------------------+------------+----------+--------+
| 3110 - user1 | 28 | 19:21 | 0:41 |
| 3112 - user2 | 25 | 16:42 | 0:40 |
| 3113 - user3 | 15 | 7:36 | 0:31 |
| 3114 - user4 | 11 | 9:25 | 0:52 |
| 3115 - user5 | 17 | 11:23 | 0:40 |
| 3117 - user6 | 21 | 12:07 | 0:35 |
| 3121 - user7 | 37 | 32:34 | 0:53 |
| 3122 - user8 | 24 | 14:58 | 0:37 |
| 3125 - user9 | 30 | 30:56 | 1:02 |
| 3126 - user10 | 38 | 25:05 | 0:40 |
| 3147 - user11 | 37 | 21:05 | 0:34 |
| 3151 - user12 | 41 | 33:32 | 0:49 |
| 3153 - user13 | 53 | 33:19 | 0:38 |
| 3154 - user14 | 19 | 13:12 | 0:41 |
| 3155 - user15 | 43 | 31:23 | 0:44 |
+--------------------------+------------+----------+--------+
| TOTAL Agents: 15 | 439 | 312:38 | 0:43 |
+--------------------------+------------+----------+--------+

[mflorell]

Something is certainly wrong somewhere. How are you sending calls to closers?

[enjay]

Code: Select all

exten => _19952040085,1,Ringing
exten => _19952040085,2,Wait(1)
exten => _19952040085,3,Answer
exten => _19952040085,4,AGI(agi-VDAD_LB_closer_inboundCID.agi,ONLS-----9952040085-----Closer---------------999-----1)
exten => _19952040085,5,Hangup


those closers are logged into the CLOSER campaign in the ONLS in-group.

[mflorell]

Are these calls going to regular vicidial agents or remote agents?

what version of astguiclient?

[enjay]

They are going to standard VICIDIAL agents..

running agc/vicidial.php 2.0.102

[mflorell]

Do you have the two FastAGI entries at the "h" exten in your dialplan?

[enjay]

Yes I have the following..

Code: Select all

exten => h,1,DeadAGI(agi://127.0.0.1:4577/call_log) ; DeadAGI is new
exten => h,2,DeadAGI(agi://127.0.0.1:4577/VD_hangup--HVcauses--PRI-----NODEBUG-----${HANGUPCAUSE}-----${DIALSTATUS}-----${DIALEDTIME}-----${ANSWEREDTIME})


[mflorell]

I don't do much inbound anymore, do you know what could be causing these problems? Usually the status is coded in the vdc_db_query.php script when the call is hungup, but that doesn't seem to be happening in your case.

[enjay]

I have absolutely no idea I just got into inbound stuff, and am extremely confused.. I gotta figure this out so I can communicate to the head honcho but I cant figure out what the deal is..

[mflorell]

Looks like you found a bug. I've fixed it in SVN 2-X. This involves vdc_db_query.php only in the UpdateDispo function. There wan't an update for vicidial_closer_log to enter the proper dispo status.

[enjay]

sweet! can I just replace that file my previous version was

$version = '2.0.37';


-Art

[mflorell]

not unless you update everything else including the database.

You can just add this code to the updatedispo function below the vicidial_log update:

if (eregi("(CLOSER|BLEND|INBND|_C$|_B$|_I$)",$campaign))
{
$stmt = "UPDATE vicidial_closer_log set status='$dispo_choice' where lead_id='$lead_id' and user='$user' order by closecallid desc limit 1;";
echo "$stmt\n";
if ($DB) {echo "$stmt\n";}
$rslt=mysql_query($stmt, $link);
}

[enjay]

here is a snippet of my time on vdad for my closer campaign.

[code]
4 current active calls 0 calls ringing 0 calls waiting for agents
13 agents logged in 5 agents in calls 7 agents waiting 1 paused agents
[code]

Why do I have 4 current active calls yet 5 agents in calls (and yes there are 5 agents in calls).

[mflorell]

Is this a blended campaign?

How many are inbound and how many are outbound?

Can you post the vicidial_auto_calls records?

[enjay]

Looks like it has evened itself out since I updated that code.. will let you know if it goes out of sync again.

-Art
thanks again for your help!

[AlexR]

Hello Matt, Enjay

I don't know if this is related or not... but for some of my agents in
AST_CLOSERstats.php i get very strange results:

Code: Select all

| AGEN   | CALLS      | TIME M   | AVRG M |
+--------------------------+------------+----------+--------+
| 9630     |         17 |    43:55 |   2:35 |
| 9631     |         17 |    34:19 |   2:01 |
| 9632     |         12 |    28:53 |   2:25 |
| 9634     |          6 |     8:31 |   1:25 |
| 9635     |         11 |   1625:05 | 147:44 |
| 9636    |         13 |   31600:58 | 2430:50 |



31600:58 minutes HAS got to be a problem

Then on AST_agent_performance_detail.php

for agent 9630 on the same date i have

Code: Select all

| Agent  | 9630   | 4      |  121:14|  13:49 |   3:27 | 101:05 |  25:16 |   5:58 |   1:29 |   0:22 |   0:05 | 2    | 0    | 0    | 0    | 0    | 0    | 0    | 0    |
|  Agent2 | 9636   | 19     |  187:03|  10:23 |   0:33 | 150:18 |   7:55 |  25:33 |   1:20 |   0:49 |   0:02 | 0    | 0    | 0    | 2    | 1    | 0    | 0    | 0    |


Has more logical times for the agent.

also AST_agent_performance.php does not display anything at all.


Do you think this might be related to Enjays problems?


alejandro

[mflorell]

The CLOSER report pulls from the vicidial_closer_log and the agent performance detail report pulls from the vicidial_agent_log table both of which are generate in different ways. The agent _performance report uses the vicidial_log table which is not written to in CLOSER campaigns.

Can you find the records in vicidial_closer_log that cause the huge numbers for those agents?

[albatroz]

If I transfer the call to a closer after the customer hangs up, what does it happen?
is this event saved in the vicidial_closer_log?

What if there is no agent logged into the Closer campaign by the moment I transfer
the call?

[mflorell]

You would have to try that out on your system, the call is usually not logged as going to a closer if it is dropped before the transfer is completed.

[albatroz]

yeah, I have noticed this..

You would have to try that out on your system, the call is usually not logged as going to a closer if it is dropped before the transfer is completed.