Ambiguous talk time in reports

[NonLinearly]

I have attached a print screen of a report. In all abandoned calls I have zero talking time (like the first red notation). But I have found only one with talking time (second red notation). And I wonder what is right and what is wrong? The calls inserted first in the Queue with a mandatory message of 26 seconds and then an on-hold music until an operator is free to serve the call. It also records the talk time while waiting in the queue when the call is finally answered but not when the call is not answered (except of the call of this example)

 

[Alphabetic]

You could do a call report.

It looks to me like one hit the Q and hung up whereas the other stayed in the Q for 49 seconds before hanging up.

 

[NonLinearly]

You could do a call report.

It looks to me like one hit the Q and hung up whereas the other stayed in the Q for 49 seconds before hanging up.

That's exactly the weird thing. I have repeated test calls with 50 seconds in the queue and hang up before they are served but none of them record this time and all have zero talk time except this one!!!

 

[Alejandro_3CX]

Hi @NonLinearly this is easy to replicate.

Please note that an abandoned call occurs when the call reaches the destionation if no answer or when the caller ends the call that was in your case.

The system will try to poll the available agents, but if the caller hangs up, this is an abandoned call. Those 49 seconds was the time that the system tried to poll the agents.

I replicated this on my system, for example called the queue, the system polled an agent then I ended the call



So I wait 12 seconds in the queue that is the talking time, as you may know a queue is an auto attended destination.

Then if you run the queue performance overview you get more details




You see Pedro Perez with 1 poll, and there is 1 unanswered call.

Hope it's clear enough for you.

Have a good one!

 

[NonLinearly]

Hi @NonLinearly this is easy to replicate.

Please note that an abandoned call occurs when the call reaches the destionation if no answer or when the caller ends the call that was in your case.

The system will try to poll the available agents, but if the caller hangs up, this is an abandoned call. Those 49 seconds was the time that the system tried to poll the agents.

I replicated this on my system, for example called the queue, the system polled an agent then I ended the call

View attachment 37673

So I wait 12 seconds in the queue that is the talking time, as you may know a queue is an auto attended destination.

Then if you run the queue performance overview you get more details


View attachment 37674

You see Pedro Perez with 1 poll, and there is 1 unanswered call.

Hope it's clear enough for you.

Have a good one!

If I understand correctly the waiting time in the queue should be recorded as talk time. So the 49 second call is normal. But then calls with 0 seconds in the talk time when there is someone in the queue and the call is not served are not normal. I've done countless tests as I wrote and they all have 0 talk time (except of course the one with 49 seconds)

 

[Alejandro_3CX]

in the report that call was ended by the caller, if he finished the call when the same was being forwarding to the queue, this is the result that you will see.

Also about the agents, you may need to check the queuemanager.log to correctly validate the agent status and availability.

 

[NonLinearly]

in the report that call was ended by the caller, if he finished the call when the same was being forwarding to the queue, this is the result that you will see.

In my report? And for what call? With 0 secs? As I said I made countless calls with many secs waiting in the queue and after 50 sec I drop the call and none of them had talk time. Is this normal?

 

[NonLinearly]

Note that the incoming call is immediately forwarded to the queue.

 

[NonLinearly]

Also, while the waiting time in the queue is not recorded (0 seconds) when the call is not answered, on the contrary, when the call is answered, then the waiting time in the queue is also shown!!!

 

[NonLinearly]

I think that it is not normal a call that is abandoned and is showed in the abandoned calls with 50 secs but in reports is showed as unanswered in the queue with 0 secs talk time.

 

[jed]

In my report? And for what call? With 0 secs? As I said I made countless calls with many secs waiting in the queue and after 50 sec I drop the call and none of them had talk time. Is this normal?

Sorry to interrupt. I suppose that you had agents speaking or in wrap-up time in your test queue? In this case I´m pretty sure the issue is caused by an inappropriateness in 3CX, you will see this if all agents are busy when a call comes in, but the caller decides to hang up, before an agent is free, here the call will be counted as 0.00 seconds. You will have the same behavior if the caller reaches the Destination if no answer, or if the call is terminated.
We believe this is caused as no agents have been polled, but cannot be sure this is the real reason.
For the JEDWare, we made a workaround for this and will show the accurate time.
The above has been reported to R&D, and I´m sure there will be a fix for this in the new v20 reporting system, that is well under its way.

 

[NonLinearly]

you will see this if all agents are busy when a call comes in, but the caller decides to hang up, before an agent is free, here the call will be counted as 0.00 seconds.

Yes. You are right. This is the situation. And if there is available agent and the caller decides to hang-up before the agent answers then the time in the queue is showed as talking time. This is a nightmare. So the unanswered call with 49 sec is a call that was ringing in an available agent but the caller hang-up the call before the agent served the call. I thing that it is unnecessarily complicated. And if you want to find the total time a caller spends time reserving a channel just you can't!!!

 

[NonLinearly]

I am in Version 18

 

[jed]

I am in Version 18

OK, I don´t think there is anything, anyone can do for the existing reports right now, as I doubt that 3CX will fix this on the existing systems. Hopefully, there will be a fix in the releases to come, but I would not expect anything before 3CX v20.
In the meantime, if you need this, you can pull a trial for JEDWare, to see if we can suit your needs for reporting. Please note, that we have selected our "own way" of doing the 3CX reporting, see more here (I don't think we have documented the 0.00 problem, however, we do show such waiting time in our reports)