Report Queue Statistics % Calls Serviced Calculation

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I'm re-posting this because I didn't get an answer from my original thread: https://www.3cx.com/community/threads/queue-statistics-calls-serviced-calculation-question.65145/

Can someone tell me what calculation is used to get the % Calls Serviced on a Queue Statistics Report. One of the call center supervisors is looking for queue stats for employee performance. The % Calls Service stat on our "Longest Waiting" hunt doesn't add up. I've been unable to find this info in documentation, if anyone knows where report documentation is at that would be great to have access to.

 

[charlesmurray]

I am also interested in this if anyone can help.

 

[YiannisH_3CX]

We are currently looking into this as it seems to be an issue with the way the calls are counted in the Agents queue statistics report. I will let you know once we have more information regarding this.
Are you both on V16?

 

[charlesmurray]

Thanks.

Yes - This is on v16 for me

 

[YiannisH_3CX]

Please note that the behaviour is correct as the report calculates the % of answered calls that polled each extension. For example lets assume there are 2 agents in the Queue and the polling strategy is "Longest waiting".
Call comes in and polls Agent A but the call is not answered and the call moves to Agent B that does answer the call. At this point Agent A will have 0% of under the "% Calls Serviced" and Agent B will have 100%.
Next call come in and again Agent A is polled as the call was answered by Agent B previously, and this time Agent A answers the call. Now Agent A will have 50% under "% Calls Serviced" but Agent B will still have 100%. This is because 2 calls reached Agent A but only 1 was answered. Since Agent B answered the only call polling his extension then the % will be 100%.