Missed Calls count for agents in Inbound Groups Queue

All installation and configuration problems and questions

Moderators: gerski, enjay, williamconley, Op3r, Staydog, gardo, mflorell, MJCoate, mcargile, Kumba, Michael_N

Missed Calls count for agents in Inbound Groups Queue

Postby rahat651 » Tue Sep 15, 2020 7:34 am

Hi,
We have our remote agents (on-hook and on mobile phones) assigned to Inbound Groups. When a call goes to an inbound group then agent phones rings one after another until an agent receives the call. Sometimes some agents do not receives or rejects (pressing the red button on the phone) the calls.

Is it possible to have a report or get data from the database to know how many calls were sent to each of the agents phone and how many each agent received/did not receive?
Vicibox 9.0.2
Vicidial 2.14-761a, Build 200708-1033
SVN 3265, DB Schema 1600
Asterisk 13.29.2-vici
mysql Ver 15.1 Distrib 10.2.32-MariaDB, for Linux (x86_64), No Extra Software
Virtual Machine, 16GB RAM, Duel Intel Xeon Processor (Skylake, IBRS) 2.0 Ghz
rahat651
 
Posts: 41
Joined: Mon Jun 22, 2020 4:07 am

Re: Missed Calls count for agents in Inbound Groups Queue

Postby Kabis » Tue Sep 15, 2020 10:34 am

In remote agents the call will be transferred. We cannot take reports attended or not. We can get only how many calls are transferred. We can't count attended or not attended..
We are ready to help you,
Regards,
KABIS,
Email ID: kabisforu@gmail.com
Website: www.kabis.org.in
Skype: kabisforu
Kabis
 
Posts: 98
Joined: Sat Nov 03, 2018 12:08 am
Location: India

Re: Missed Calls count for agents in Inbound Groups Queue

Postby rahat651 » Tue Sep 15, 2020 12:15 pm

Kabis wrote:In remote agents the call will be transferred. We cannot take reports attended or not. We can get only how many calls are transferred. We can't count attended or not attended..

Kabis, but the system can detect if a call was pickedup by a remote agent or not. Based on that system already dials the next number in the queue if the previous one does not pickup the call. Wondering why it is not possible to know. Somewhere in the DB there is a log right? Or Asterisk queue log will do the job?
Vicibox 9.0.2
Vicidial 2.14-761a, Build 200708-1033
SVN 3265, DB Schema 1600
Asterisk 13.29.2-vici
mysql Ver 15.1 Distrib 10.2.32-MariaDB, for Linux (x86_64), No Extra Software
Virtual Machine, 16GB RAM, Duel Intel Xeon Processor (Skylake, IBRS) 2.0 Ghz
rahat651
 
Posts: 41
Joined: Mon Jun 22, 2020 4:07 am

Re: Missed Calls count for agents in Inbound Groups Queue

Postby rahat651 » Wed Oct 21, 2020 11:53 am

I have found a way to deal with this. May not be the best approach as I am still looking into it but this will work for me to generate reports:
There is a file generated as part of the logs called action_send.yyyy-mm-dd. The content of the file is something like this:

Code: Select all
2020-10-19 8:26:43|1|5486|
Action: Hangup
Channel: SIP/DelTa9-00003ca5

2020-10-19 10:37:46|1|5487|
Action: Originate
Exten: 138331*4831*Y0191037370000005634*4062*
Context: default
Channel: Local/010*010*028*020*901131257896@default
Priority: 1
Callerid: RINGAGENT00000004831
Timeout: 29000

2020-10-19 10:37:59|1|5488|
Action: Redirect
Channel: SIP/DelTa9-00003ca9
Context: default
Exten: 8331*4831*Y0191037370000005634*4062*
Priority: 1

2020-10-19 10:43:02|1|5489|
Action: Originate
Channel: Local/55558600051@default
Context: default
Exten: 8300
Priority: 1
Callerid: ULGC0011019094302184


Parsing the file I get the number of calls were made and the number of calls were missed.
Vicibox 9.0.2
Vicidial 2.14-761a, Build 200708-1033
SVN 3265, DB Schema 1600
Asterisk 13.29.2-vici
mysql Ver 15.1 Distrib 10.2.32-MariaDB, for Linux (x86_64), No Extra Software
Virtual Machine, 16GB RAM, Duel Intel Xeon Processor (Skylake, IBRS) 2.0 Ghz
rahat651
 
Posts: 41
Joined: Mon Jun 22, 2020 4:07 am


Return to Support

Who is online

Users browsing this forum: Bing [Bot] and 83 guests