- Description
There are various parameters in queue panel which might cause confusion for queue manager or agent, this article will take some real cases to decipher typical parameters in queue panel and call report.
- Prerequisite
1. There are two agents 1000 and 1001 in queue with ring all strategy.
2. Maximum waiting time set to 90 seconds and failover destination to ring group 6300 with agent 8002.
3. Agent timeout set to 10 seconds, Retry Interval set to 5 seconds, Wrap-up time set to 0.
- Case1: Inbound call from 85503301 to queue 6402 for 32 seconds and caller cancel the call due to no answered.
1.1 Presentation of queue panel parameter
1) The call is canceled or hangup by caller before answered, it is taken an abandonded call.
2) The missed value on agent profile indicates times pbx stops ringing agent when agent timeout reached. In the case, pbx stops ringing agent at 10th seconds and 25th seconds, considering agent timeout and retry time, thus 2 is recorded.
1.2 Presentation of Agent Missed Call Activity
Due to the call was abandoned by caller, it won't be a miss call for both agents, so no miss call presents in Agent Missed Call Activity, while there is in Agent Performance Report.
1.3 Presentation of Agent Performance
1) In 'Abandoned' column, No. 1 is the same as the one in queue panel.
2) In 'Missed' and 'Total Rings' column, No. 2 is the same as the one in agent profile in queue panel, indicating how many times pbx stops ringing agent.
1.4 Presentation of call CDR
In thsi case call cdr didn't save records on ringing agent, only one record from caller to queue number.
- Case2: Inbound call from 85503301 to queue 6403 for 22 seconds, answered by agent 1000 and call last for 11 seconds.
2.1 Presentation of queue panel parameter
1) For queue the call is answered, so 1 is recorded in Answered Calls at top statistics.
2) For agent 1000, Answered value means calls it ever answers and Total Talks indicate talk time for 11s.
3) Missed value for 1000 and 1001 indicates times pbx ever stops ringing both, it is one time at 10th second in this case, considering agent timeout and retry time, therefore 1 presents.
2.2 Presentation of Agent Missed Call Activity
1) The call is answered at last, therefore this report will save mainly the times for retry ringing.
2) Call From indicates caller id number from outside.
3) Polling Attempts indicates times pbx ever rings on agent, it is at start and since 16th second, therefore 2 presents.
4) Queue Status indicates the call is answered at last though ringing agent for several times.
2.3 Presentation of Agent Performance
1) This report presents ringing times for both agents before call is answered.
2) Total Rings indicates times pbx ever rings agent, pbx rings agent at start and since 16th second, considering retry time, Missed indicates pbx ever stops ringing agent, for 1000, only one time at 10th second, for 1000, it is two times at 10th second and the moment when call answered by agent 1000.
2.4 Presentation of call CDR
Two records in the case will be saved in CDR which is from caller to queue and to the answered agent, no record to the other agent.
- Case3: Inbound call from 85503301 to queue 6404, no answered till max waiting timeout and failover to Ringgroup 6300, answered by agent 8002 for 10 seconds.
3.1 Presentation of queue panel parameter
1, This call is not answered by any agent, for queue it is a miss call therefore 1 is recorded at top statistics.
2, Missed value always indicates times pbx stops ringing agent, considering agent timeout and retry time.
3.2 Presentation of Agent Missed Call Activity
1, Polling Attempts indicates the times pbx ever rings agent, considering agent timeout and retry ring.
2, Queue Status indicates whether call is answered by agent in this queue, in this case it's No Answered for queue though answered by agent in ring group.
3.3 Presentation of Agent Performance
This call is not answered and goes to failover destination, therefore it is a miss call for queue.
3.4 Presentation of call CDR
Three CDR are saved in this case, one from caller to queue and failover to ringgroup, answered by agent 8002 in the group for 10 seconds.
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