Detailed call report

[nicojmb2]

Hi,

We have a client with a QUEUE with 15 persons with "Round Roubin Skillbases" and tellme that the system do not work as spected...

He tellme that sometimes people with hight skill receive the call before the people with lower skilll.

I realized a lot of posibilities and works perfect, but i cant "demostrate" in a real call with a Report.

The question is: It's possible to get a report of a single call with:

- from_dn
- date and time of call
- in this moment, a list of availables agents to recevice de call with
- in this moment, a list of not availables agent with the reason (calling, disonnected, not registered, out, etc)
- the real agent that the system send the call

If anyone know how get this report or know how get it directory in postgresql (the query) helpme a lot

@Nick Galea Please, we need more reports of this type to be able to give a correct answer to the clients,

Regards

 

[jed]

Hi @nicojmb2

Feel free to grap an trial of JEDWare to see if this will give your customer the wanted info.
In the below wallboard you will see the status of the agents, anfd even the skill level (However all are Skill level 1 here)

 

[SweetAction]

Hi,

We have a client with a QUEUE with 15 persons with "Round Roubin Skillbases" and tellme that the system do not work as spected...

He tellme that sometimes people with hight skill receive the call before the people with lower skilll.

I realized a lot of posibilities and works perfect, but i cant "demostrate" in a real call with a Report.

The question is: It's possible to get a report of a single call with:



If anyone know how get this report or know how get it directory in postgresql (the query) helpme a lot

@Nick Galea Please, we need more reports of this type to be able to give a correct answer to the clients,

Regards

So if the agent isn't marked available (for example logged out, on a call, in wrap up, etc) they are skipped in this queue type. If all the agents in a group are skipped it goes to the next group right away.

Have you verified that when the client says that all lower skill groups members are skipped that there is one that's available?

You can grab a log file and read the queue and it's decision making if you catch it fast enough as well.

 

[nicojmb2]

So if the agent isn't marked available (for example logged out, on a call, in wrap up, etc) they are skipped in this queue type. If all the agents in a group are skipped it goes to the next group right away.

Have you verified that when the client says that all lower skill groups members are skipped that there is one that's available?

You can grab a log file and read the queue and it's decision making if you catch it fast enough as well.

Hello,

Yes, I know that agents (closed, on a call, on hold, etc.) are skipped.

I made a lot of test calls and they all work fine.

The problem is that the client notifies me and tells me: "this morning it has not worked because we were all available in group 1 but it has jumped to group 2"

How can I prove this?

That's why I need a report that indicates what exactly happened.


The log solution could work for me, how could I do this?


I think that being able to get this information easily should come from the box

Regards

 

[SweetAction]

Activity Logs -> Logs Button -> Instance

Of note, the 3CXQueueManager.log and the 3cxSystemService.log might provide more information. Stuff like:

 

[nicojmb2]

Activity Logs -> Logs Button -> Instance

Of note, the 3CXQueueManager.log and the 3cxSystemService.log might provide more information. Stuff like:
View attachment 35951

Thanks, i will check it!