Abandoned Queue Reports

[Krissada]

Hi,

I've got similar case with this post.

1. While generating "Abandoned Queue Calls report" it is giving me the queue polling attempt over agents who are in "logged out" status. Why it is coming as such?
https://www.3cx.com/community/threa...ts-under-agents-with-logged-out-status.79690/

I read answer on previous one but still unclear why it show attempt 1 to agent who already logged out?
Is it suppose to show polling attempt to logged in agent only?

Thanks.

Product: Enterprise Annual
Version Number: 16.0.9
Number of Simultaneous Calls : 32

 

[VasilisV_3CX]

Hi @Krissada,

If you create a new call queue, add the extensions in question in to the queue and have the logged out extension explicitly logged out. Make a call to the queue, run a report. Does it show that the agent logged out was polled?

Are you saying that you see a polling attempt 1 next to a Logged Out status? Can you attach a screenshot?

 

[Krissada]

Hi VasilisV_3CX,

Yes, please see in screenshot for my case.

 

[VasilisV_3CX]

Hi @Krissada,

If you create a new call queue, add the extensions in question in to the queue and have the logged out extension explicitly logged out. Make a call to the queue, run a report. Does it show that the agent logged out was polled?

Have you tried this?

 

[Krissada]

Hi @VasilisV_3CX

Hi @Krissada,


Have you tried this?

Unfortunately, I cannot test with the extensions in production.

What I can test is to create new call queue and add new extension in queue instead.
I found sometimes the agent state is not update automatically in report unless we trigger it as attached figure .

Is it normal?

 

[VasilisV_3CX]

Hi @Krissada,

This is normal because it's telling you that for the call at 9:36 that was abandoned, SF test4 was logged in at the time. It is handy to have this functionality as you can see who was logged in when a call was abandoned, call for call.

 

[Krissada]

Hi @VasilisV_3CX ,

Thanks for your reply, back to my original question.

Hi VasilisV_3CX,

Yes, please see in screenshot for my case.

Is it also normal to show 1 polling attempt for agent who logged out?

In my understanding, polling attempt should go to logged in agent only.
Please correct me if I'm wrong.

Note: When I created new queue and assigned new agent for test, there was no 1 polling attempt for logged out agent.

 

[VasilisV_3CX]

Hi @Krissada,

Is it also normal to show 1 polling attempt for agent who logged out?

No, not normal. The only way to be considered "polled" is if the phone rang. I'm not sure why this is happening on your side, I've run a number of scenarios to reproduce and I'm unable.

How often is this happening?

 

[Krissada]

Hi @VasilisV_3CX ,

Thanks for your reply,
I can see this behavior in every daily report with random agent extension logged out.

Actually, The agents are log on/out from multiple devices (IP Phone, web and mobile app) simultaneously.
Not sure whether it relate.

 

[VasilisV_3CX]

Hi @Krissada,

I'd suggest, if this is unable to be resolved on your side that you contact 3CX Support by opening a ticket with them to investigate further. They will need to sift through the data to ascertain exactly what is going on.

 

[Krissada]

OK, Thanks for your suggestion so far.