Queue Performance Overview Report - Polls not counting

[Jason Hayes]

Hi

Is the Polls count for anyone else not working in reports? We use it to monitor agents who would let calls poll/bounce to someone else, reports recently are showing everyone as Zero Polls, when we have watched agents poll calls on the switchboard?

 

[ChrisC_3CX]

What version of 3CX are you running? I just tested this on v18.0.2.314 and it does seem to be working fine. Can you perhaps setup a temp Queue, log one test extension in it and make a few test calls to then run the report and see if you get the same?

 

[chriselectrix]

Hi

Ours doesn't appear to be working either.

I saw one poll happen today when an agent didn't pick up in the allotted time, but the queue performance is showing 0 for all agents in the queue.

Should it show a poll if a call was offered to an agent but they didn't answer in the allotted time so it moves on to the next agent?

We are 18.0 (Build 314).

Queues are Skilled Based Round Robin.

Thanks

 

[ChrisC_3CX]

@chriselectrix
To clarify, the polls count is only applied to calls that were not answered by any queue agent. Are you saying that you can't see polls even for these calls?

If yes, please test what was mentioned above. Create a new queue and a new extension, add the extension to the queue and set the Queue ring time to something short like 5 seconds. Make a call to the queue, wait for approx. 20 seconds and end the caller from the caller's end. Run a Queue Performance Report and let me know if you still see nothing.

 

[chriselectrix]

Hello

Here is what I have done ...

Created a Test Queue
Assigned a DDI to it
Set the Ring Time to 10s
Added two agents to the queue.
Set to Skill Based Routing Round Robin

Test 1
Called the queue from an external number
The call was offered to me for 10s which I ignored
The call was offered to my colleague for 10s which she ignored
The call came back to me and I answered

The Queue Performance Overview shows "0 - Polls" for both users.

I would expect it to show 1 Poll for each user here as both users didn't answer in the allotted 15s.


Test 2
Called the queue from an external number
The call was offered to me for 10s which I ignored
The call was offered to my colleague for 10s which she ignored
The call was offered to me for 5s which I ignored
Caller hung up

This time, the report shows 2 Polls for me and 1 Poll for my colleague.


Test 3
Called the queue from an external number
The call was offered to my colleague for 10s which she ignored
The call was offered to me for 10s which I ignored
The call was offered to my colleague for 10s which she ignored
The call was offered to me for 5s which I ignored
Caller hung up

This added 2 Polls for my colleague and 2 polls for me.


Test 4
Called the queue from an external number
The call was offered to my colleague for 10s which she ignored
The call was offered to me for 10s which I ignored
The call was offered to my colleague for 10s which she ignored
The call was offered to me for 5s which I answered

This added no polls onto the report.



It seems that it works if the call is abandoned (not answered by any agents), but if the call is eventually answered it does not add the polls to the report.

Why doesn't it add the polls if the call gets answered? Is it not the same issue - the agent is not answering in the allotted time therefore it should be logged as a Poll?

Thanks

 

[ChrisC_3CX]

What you're seeing is actually expected behavior, as mentioned previously and also here, the polls count only applies for calls that were not answered as per the column's name as well.

It seems that it works if the call is abandoned (not answered by any agents), but if the call is eventually answered it does not add the polls to the report.

That is correct.

 

[chriselectrix]

Hi

Is there another way to see the number of polls for successful calls?

Thanks

 

[ChrisC_3CX]

Is there another way to see the number of polls for successful calls?

I'm afraid not.