When checking the call reports per agent, the main table is showing proper data, but as soon as you click on the agent to show their specific logs, Stats is showing repeated calls for some reason. You can see those calls where only counted once in the official total, but the repeated entries shouldn’t be there.
- January 7, 2021 at 12:21 am
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- January 7, 2021 at 3:25 pm
- January 12, 2021 at 8:39 pm
- January 12, 2021 at 9:32 pm
I can tell ya’ that our customers are reporting duplicates pretty much across the board in Stats. It appears that for every ring to an Agent there is a record reported. So if the Agent’s desk rang 3 times, there will be 3 records in Stats that permeates throughout. This is creating confusion and grossly inaccurate reporting for true call center events. I have been told in so many kind words that it is UNUSABLE as is.
- January 15, 2021 at 3:45 pm
Please do a deep dive and get this figured out. We’re paying extra on our license for this.0
- January 15, 2021 at 4:02 pm
Each call to the agents are different events, this is no duplicated data, this is what really happened during customers calls; This mean that your agents are not answering the calls when arrive or they are not using the pause feature when they’re not in front of the desk.
A good call center must implement the following rules:
1- Login when arrive to the office or the agent is going to start receiving calls
2- Pause if the agent go to lunch, bathroom or is busy
3- unpause when the agent is going to start receiving calls
4- Logout when the agent left the office.0
- January 15, 2021 at 4:03 pm
Are you literally patronizing me and declaring that it’s my customer’s fault that statistics are duplicated throughout because they’re not following the software programmer’s self-declared 4-step call center rules process?
- January 15, 2021 at 4:24 pm
It’s DATA. The DATA is showing as duplicated. Stay in your lane and fix your inner/outer/right/left whatever join. We’ve got this out here with our customers.0
- January 15, 2021 at 6:44 pm
I am not patronizing you in anyway, I guess you have a miss perception of my words.
In any way, I would like to understand what is the issue you are having.
When you say duplicated date in every ring, you mean that in each phone ringing in a single call, one record is created.
If you have configured your queue to rings agents per 15 seconds, so, after this time the queue will send the call to another agent and do the same process. Each ring takes around 5 seconds, so the agents’ phones will ring 3 times, so, you mean that in that 15 seconds 3 items are created?
I’d like to know more about your Queue configurations, like, ring strategy, type of agents, and the agents’ behavior (Do they login/logout? Do they use the pause/unpause feature?).0
That is 100% correct Jose.
- January 15, 2021 at 7:13 pm
Stats is actually showing an extenuation of the CDRs report in VitalPBX, where each and every ‘ring’ to an extension is recorded. This could be a direct call to an extension, or a call to a queue, no matter what queue strategy. As you can imagine, a queue with many people will record dozens of CDRs per ring – and subsequently and adversely effecting Stats. Not a big deal in CDRs, but Stats sole purpose is to disseminate and report (preferably) accurate and streamlined information.
Stats should never show on any report (screen or otherwise) an entry with identical timestamps, extension, duration, etc. as shown in the image provided by the original poster. We are finding that this is the case system-wide in Stats.0
Tagged: sonata stats
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