Panel - Queue Serviced Call Statistics

[Allen_Miller]

We've got an installation that is a dispatch service. They have a Queue for inbound dispatch request calls. There is another Queue called Liasons which is basically for callers wanting a manager instead of a dispatcher. The Dispatch Queue gets the bulk of the inbound calls and the Liason Queue gets relatively few calls.
We got a call from the dispatch service saying the statistics in the Panel for Queue Activity for the Liason Queue looked out of whack.
I snagged some numbers at about 10:45 that morning and I also ran two Call Log Reports as of that time for each of the two Queues.
The Liason Queue call log spreadsheet has 1 call record in it and yet the Panel page for that Queue said there were 457 serviced calls.
Any idea what is going on here?
Thanks.
Allen

Activity Sept 18 at 10:45

Activity Sept 18 at 10:45

Q	System Ext​	Agents​	Call Log Rpt​	​	Panel Serviced​
Dispatch	808​	7​	38​	​	33​
Liason	816​	2​	1​	​	457​

 

[KyriacosS_3CX]

Hi,

Best guess, in the Liason queue Advanced option, you do not have a schedule for Stats reset, while the Dispatch one does:



This option resets on it's own schedule or keeps a tally of calls forever(for the panel display but also used in some polling strategies), while the report is of course for a specific period.

 

[paulodagraca]

Hello @Allen_Miller ,

Where is the overflow (no answer) of the queue going to, to the same queue Liason ?

Paulo

 

[Allen_Miller]

Hi,

Best guess, in the Liason queue Advanced option, you do not have a schedule for Stats reset, while the Dispatch one does:

View attachment 49442

This option resets on it's own schedule or keeps a tally of calls forever(for the panel display but also used in some polling strategies), while the report is of course for a specific period.

Thank you. That was it. I didn't realize the reset was an option.

Allen