Asternic Call Center Stats PRO

This site is best viewed in a modern browser with JavaScript enabled.

Asternic Call Center Stats PRO

mohemed

hello guys so l have started using Asternic Call Center Stats PRO on issabel for queue but am facing problem understanding the reports for example some of incoming calls is showing no answer status but in Asternic Call Center Stats PRO is not there please someone can explain it to me why this is happening

asternic

Asternic will report only on calls that arrvied into the queue Asterisk application. Any other call won't be reported. You cannot compare CDR with Queue reports in any way. You won't find matches. In a CDR call that gets into a queue you will see it always as ANSWERED, however, the call might not get answered by an agent at all. So in a CDR you might see an ANSWERED call and in a queue reporting aplication that call can be shown as the real outcome (unanswered or abandoned).

mohemed

much thanks your explanation that was so helpful I understand now but am encountering something else that for your explanation that queue reporting application is reporting for arrived calls and is showing a lot of rejected calls at first I thought that is rejected from costumer (out call) dose these mean that my agent is rejecting the the call or there is another possibility

asternic

The agent or the device might be rejecting the call, by the device I mean that you might have a queue member configured that is not reachable for whatever reason (network problems), if the queue sends the call, and the device rejects the call, it might count as a rejected call if the time for the rejection is more than zero seconds (usually a misconfigured device will reject at zero seconds, those are ignored, but if its 100 milliseconds, then it will count as a rejection. Also, if an agent has a phone set to DND for example, will generate those rejection events (in queue_log is a RINGNOANSWER event). In any case, inspect your /var/log/asterisk/queue_log file and look for those events.

mohemed

so checked the file to shows so of the calls has encountered did but with non agent the problem there is agent showing he is connected to a call but he was removed from the queue long time ago why this happening

asternic

If the queue_log shows entries for some agent, then there are still configurations for that agent in your queue configuration. As you are not posting any configurations at all its all guesswork, so my guess is you still have queue members in your queue configurations that should be removed, and changes applied after such removal.