Extension - Queue Abandoned calls count

[paulodagraca]

Hello,

Got a question about the abandoned calls that is displayed at the WebClient - Panel - Queue - Extension:



The example here shows 19 abandoned calls for the Extension.
Queue has been set to 'Reset Queue Statistics' every day at 02:00, so these calls here are from 'today', not from multiple days.

When running a Queue Performance Log, I do not see any call (answered or abandoned) to the extension.
The extension xx08 does have this, but not on the xx07



How does this work, as I do not seem to get the calculation right, as to what did happen here.
Any toughts about this?

Paulo

EDIT: extra information - Polling Strategy is set to 'Round Robin' and Ring Time is set to '30 seconds'.

 

[Alejandro_3CX]

Hi Paulo, those calls marked under the red flag are the calls where the agent was polled but did not answer the call, lets say a call entered in the queue, the system polled the same agent 3 times and then in the fourth polling he answered the call, he will have 3 polls marked in red where he didn't answer the call, however that call was answered in the queue. The report queue performance overview will show you the polls but for those missed calls in the queue, it will not show the polls for the calls marked as answered.

I hope the information above is clear.

Have a good day!

 

[paulodagraca]

Hello Alejandro_3CX,

Okay, that could make sense...
So, let me try to see if I get this right:

Looking at extension xx08 it does show 37 calls Answered, and 12 calls Abandoned.
The Queue Performance Log does reflect the 37 Answered calls, and does state 3 Polls.
This would mean: 12 Calls (polls) where Abandoned by Extension xx08, where 9 of these where Answered by another Extension or Poll at extension xx08. However 3 of these Calls/Polls where lost and NEVER answered by any of the queue members.

Hope I have this right, sometimes just need to write this down before it makes sense to me

Paulo

 

[Alejandro_3CX]

The report queue performance overview shows 23 unanswered calls, bear in mind a missed call could be because there were no agents available in the queue or the same reached the destination if no answer or the caller just disconnected the call.

The agent xxx8 shows 3 polls, it means for one of those missed calls he got polled 3 times.

 

[paulodagraca]

Hello Alejandro_3CX,

Fantastic, got it !
( Yah right).

Would there be some report that does reflect the same numbers as mentioned at the WebClient - Panel - Queue - Extension?
To get back to my example that would be the 19 Abandoned calls for Extension xx07.

If not, that would mean, we need to get this connected to an external database and get the information from Grafanna.

Paulo

 

[Alejandro_3CX]

Currently there is not any report counting both as the web client.... You may try to get the CDR and process the information from there.

Have a good day Paulo!

 

[KyriacosS_3CX]

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