Cannot export drops

[dspaan]

I found something strange today. I wanted to compare the calls that came into an ingroup. The ingroup report says there were 10 calls. When i make use the export calls report i only got 5 calls.

When investigating further i found out that the missing leads/calls were drops. When i select the DROP dispo code from the export calls report i get 'There are no calls during this time period for these parameters'.

Is this by design, a bug or is there something amiss with my system?

[omarrodriguezt]

Drop calls are not handled by the agents.
Try running another report

[dspaan]

NA calls are also not handled by agents and i can still export them. The export calls report and export leads report are not agent reports but campaign|ingroup|list|status|usergroup based. What other export report is there?

[omarrodriguezt]

Have you tried both reports , export calls and export leads, adn are you having same issues in both of them?

[dspaan]

Yes, i tried both. And neither of them export DROPS. Can you confirm the same?

[omarrodriguezt]

Have you tried choosing the DROP dispo from the statuses option?

[dspaan]

yes i did try that

[omarrodriguezt]

Try choosing XDROP dispo.

[dspaan]

Why, these are leads that have DROP status, not XDROP.

[williamconley]

Why, these are leads that have DROP status, not XDROP.

i suspect he wanted you to try that as a test.

another approach is to check the report code for the word DROP to see if that status has been intentionally omitted.

[omarrodriguezt]

XDROP-> Agent Not Available IN

[dspaan]

I tried XDROP but i get:

There are no inbound calls during this time period for these parameters

I tried all statues before so it should have come up then. Can anyone else confirm they cannot export inbound DROPS?

I also inspected the source for call_report_export.php but there is nothing in there with regards to the DROP status.

[williamconley]

time to confirm you HAVE dropped calls in the log in question. if you alter the status later, in some circumstances the status for that call may be updated as well. have you checked the log table to be sure there is a DROP for the time period in question? And do other statuses report properly? (EG: NA actually has some results ...?)

[dspaan]

Well i went directly in the database a few days ago and queried the call log based on the DID and then searched every lead in the system and that's how i discovered the missing leads from the export report were DROP leads. This is an inbound campaign, so there are no NA statuses but yeah i get results of other statuses normally. Do you get DROPS in the export when you test this for an inbound campaign Bill?

[williamconley]

Yep.

VERSION: 2.14-665a
BUILD: 180316-0751

[dspaan]

Yeah i also just tested on another server, this is weird. I noticed the problem server had drop lists enabled, i just deleted them and will check tomorrow if i get drops in the export.

[dspaan]

After deleting all the drop lists and turning off this feature in system settings i still cannot export drops. Does anyone have a suggestion?