Call Log report issues after V20 U6 update

[TekToneIT]

Hey Everyone,

We recently updated to V20 U6 and are experiencing an issue with the Call Log. Everything works correctly when filtering by user, but if we filter by one or more Queues the Ringing time is always 00:00:00 and the Talking time is displaying the Ringing time. I am having to look at a second copy of the report filtered by user to get the actual talking time.

I did also look at the new Inbound Calls report, but that won't let us filter by Queue which is where we really need the visibility.

 

[KyriacosS_3CX]

Hi,

The queue essentially answers the call directly, and holds the caller, hence no real ringing time. Queue Performance Overview should give you the info you are looking for.

Best,
KS.

 

[TekToneIT]

Hi,

The queue essentially answers the call directly, and holds the caller, hence no real ringing time. Queue Performance Overview should give you the info you are looking for.

Best,
KS.

Hi,

We need to be able to see the ringing and talking time for each call for all agents in a certain queue, and then dump that data into a spreadsheet, so it does not appear that the Queue Performance Overview will work for us.

On the Call Log, are you saying that the time that the queue holds the call is now referred to as "Talking" time even though it is really just sitting in the queue? If so, how do we view the actual talking time on the same report?

Thanks,
Gordon

 

[KyriacosS_3CX]

Take a look at the below:

The bottom line is the call from 116 entering queue 800. Talking time 1s is the queue ringing. This is then reflected on the top line, where agent 017 is the agent being polled for this call - they have Ringing 1s - which is the same as the queue Talking, then they answer and have actual Talking time of 12 seconds.

As an example lets assume a queue has a Strategy other than Ring All, with a Ring time of 10 seconds, and the call is answered by the 3rd Agent polled after 5 seconds of ringing.
The line for the call to the Queue would show Talking 25s (2 agents x 10s + 1 agent x 5s ), the two agents that did not pick up would show 10s ringing each and the agent that picked up would have 5s ringing and talking however long they were on the phone.

This call then would have 4 lines in the call log, all lines having the same call ID, since it is the same call.