Average Talk time

[ivschakravarthi]

Hello,

Vicidial 2.2.1 ,asterisk 1.4.15,single server, Centos5.5 ,No telephony card,No cluster

I have observed two reports
Agent Performance Report and Inbound Summary Hourly Report
My Agents will log into a campaign which have all in groups enabled.
In Inbound Summary Hourly Report i am seeing a TOTAL TALK of 2 hr 52 min for a particular day for all the in groups and the average is 1 min 10 secs
But in the Agent Performance Report Talk Time of the agent is 3 hr 45 mins for the same day which is giving an average talk time of 2 min 5 secs.
Inbound summary hourly Report is coming from vicidial_closer_log table and agent performance report is coming from vicidial_agent_log table.
How can be the talk time be different in both tables on same day .
I have observed a difference of 25 hrs in between the same reports on some particular day.
What is the causing the issue?

Regards,
chak

[williamconley]

consider making a single call yourself in both those areas and checking the logs. you will find that since these logs store different data, the results will always be different.

[ivschakravarthi]

I have made single calls and following is the observation.
As long as agent is in resume state,both the fields in the reports are same.
But when the agent is in pause mode and call came and if it went to queue for 10 secs and agent answered the call after keeping it in queue for 10 secs
then talk time in inbound summary hourly report is 10 secs more when compared to agent talk time concluding that queue time of a call is also added in the inbound summary hourly report.
But the scenario i mentioned above is reverse that agent talk time is more than in group talk time which is unusual ?

Can you clarify what is the difference between Total talk in agent performance report and talk time in inbound summary hourly report?

It would be better for me understand it clearly

[williamconley]

I believe there are a couple other threads identifying these values already. Search the recent posts and you should find it.

[mcargile]

You are using a rather old version of Vicidial. There have been many logging errors fixed since 2.2.1. I recommend upgrading Vicidial to the latest SVN release. It might fix the issue you are reporting.


That said, these two reports are pulling different data from different places. The Agent Performance report is pulling data from the vicidial_agent_log which is populated by the agents web interface. The Inbound Summary Report is pulling data from the vicidial_closer_log which is populated by the dialer itself. There are long standing JavaScript bugs in all of the major web browsers regarding timing. This can cause interesting logging issues to pop up that we simply cannot fix.

On top of that the vicidial_agent_log records agent activity. The vicidial_closer_log is a log of the closer calls. This is different data so do not expect them to match up all the time.

On an unrelated, but important note, Asterisk 1.4.15 was never a recommended version for Vicidial. I highly recommend upgrading to Asterisk 1.4.21.2. It is the last zaptel supported verison and is still the best version of Asterisk to use with Vicidial.