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Ok this is on vicibox version:

Versie: 2.14-588a
Meta-versie: 170211-1041

When i use the agent performance report, team performance, status or time report i get these numbers for today:



When i click on the agent that has 17 calls i see in reality she has 40 calls:



Why do the reports subtract calls? I don't remember it was like this before? Is it only counting completed calls now?

There could be several reasons for that. Including the fact that those reports pull from different log tables.

Matt, but do you know what number should be shown in the agent reports? I'd expect the actual number of handled calls by an agent would be shown in them.

I couldn't answer that without seeing the log data and the exact parameters of the report you ran.

Hi Matt,

Here is an example of the Agent Performance report with the default settings:


It says the middle agent has handled 92 calls. But if i click on that agent to show me the Agent Stats page it says this agent had handled 584 calls over this same time period.

I checked and 334 calls were inbound calls. That would still mean 584 - 334 = 250 outbound calls. But the report says 92 calls??

We are on:


VERSION: 2.14-588a
BUILD: 170211-1041

You need to upgrade. The version you are using has a logging bug that was fixed more recently.

ok i just did a SVN upgrade. I noticed the report results are still the same, will this only affect future calls from this point on wards?

Yes, this will only affect future calls.

edit repost below

dspaan wrote:Ok this is on vicibox version:

Versie: 2.14-588a
Meta-versie: 170211-1041

When i use the agent performance report, team performance, status or time report i get these numbers for today:



When i click on the agent that has 17 calls i see in reality she has 40 calls:



Why do the reports subtract calls? I don't remember it was like this before? Is it only counting completed calls now?

Is it only counting completed calls now?

so my fix is this

STATUSES WITHIN THIS SYSTEM:

youll see AGENT SELECTABLE ....HUMAN ANSWER......SALE.....DNC...CUSTOMER CONTACT.......NOT INTERESTED.........UNWORKABLE........SCHEDULED CALLBACK..........COMPLETED..............ANSWERING MACHINE
sale..................y ...................... y ..................y........................ y ................................................................................................................. y
GEEN..................y........................ y ..........................................y ............................................................................................................. y <<< set to y on all your costom STATUSES



problum resolved now all completed / agent diso calls will get counted

Your work-around will mess up results of other reports. Best way to go is to do a SVN update.