Solved Agents in Queue Statistics Report

[siscom]

Good Afternoon Colleagues
I hope you are doing good and safe.

I have question related to the calculations of "% Calls Serviced" in Agents in Queue Statistics Report . What i understand that it is calculated by dividing the number of answered calls by the total number of received calls . If this is the case , then why this didn't apply to my case ?

I am attaching Agents in Queue Statistics Report in addition to Queue Performance Overview Report which reveals the total number of calls received per agent

Best Regards

 

[VasilisV_3CX]

Hi @siscom,

The way this works is dependant on the polling strategy you've set up. What your screen shot is telling us is that half of the calls received by Ahmed Mohammed were taken (polled 8 times, answered 4) while the other half may have (depending on strategy) gone to the Windows 7 Workstation and of those two thirds (67%) were taken.

The main takeaway here is the '%' is 'answered divided by times polled' so this column isn't meant to add up to 100%.

 

[siscom]

Hello Vasillis
Thx for your replay . Kindly find my below notes:

1. My polling strategy is round robin.
2. If you check the other report i attached "Queue Performance Overview Report" , You will find Ahmed Mohamed has 4 calls serviced and 2 calls Poll so total 6 calls so his percentage should be 4 divided by 6 = 67% not 50%
3. Also windows 7 workstation has 6 calls serviced and 1 call poll so total 7 calls so his percentage should be 6 divided by 7 = 85% not 67%

So kindly advice.

Best Regards

 

[VasilisV_3CX]

@siscom,

My suggestion is to run the reports after testing as this will deepen your understanding of how the reports work. Create a new call queue, purge the old calls (or set it up on another PBX) and then test by calling the queue, make a log of who picked up what, who missed what and then run a report to verify.

 

[siscom]

Many thanks Vasillis for your advice . I have done exactly what you said and i can understand this report very well now.

 

[VasilisV_3CX]

Great to hear @siscom, does it answer your original question, given the testing that you've done?

 

[siscom]

Good Morning Vasillis
Sorry for late replay . Yes , This answer my original question and you can close the case now as solved.

Thx for your follow-up.

Best Regards