yeah this counts needs only for max_no_answer behavior 2017-03-08 23:52 GMT+02:00 Jai Rangi <jprangi@gmail.com>:
We are using call center module. We noticed one thing, if the agent change status to not available or on break and then after a while come back to change the status to available. His stats (num of calls answered or talk_time) reset to 0.
Example,
callcenter_config queue list agents sales@domain name|system|uuid|type|contact|status|state|max_no_answer| wrap_up_time|reject_delay_time|busy_delay_time|no_ answer_delay_time|last_bridge_start|last_bridge_end|last_ offered_call|last_status_change|no_answer_count|calls_ answered|talk_time|ready_time 101@domain|single_box||callback|[call_timeout=30]user/130@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/111@jdomain |Available|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1488960061 *|0|1|8|0*
Here I see 102, had one call for 8 seconds, Change the agent status to break. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'On Break')}")
101@domain|single_box||callback|[call_timeout=30]user/101@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/101@domain|On Break|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1489009163| *0|1|8|0*
Change the agent state to Available On Demand, stats are still there. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available (On Demand)')}")
101@domain|single_box||callback|[call_timeout=30]user/101@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@domain|Available (On Demand)|Waiting|0|0|60|60|0|1489009008|1489009016| 1489009000|1489009252|*0|1|8|0*
Now changing to Available and stats are reset ed to 0,0, session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available')}")
101@domain|single_box||callback|[call_timeout=30]user/101@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@domain |Available|Waiting|0|0|60|60|0|1489009008|1489009016| 1489009000|1489009415|0|0|0|0
Is there way to control this behavior. So basically we can to control the call stats.
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