Unreliable Call History

[Scuba Adam]

We are trying to figure out the correct source of truth to get the number of calls answered through a call queue, DID or ring group. The answered calls number in the Call Center Agent Summary is different from the CDR, and neither match our manual count after a day of testing. Attached is a screen shot of the differences. Has anyone else been able to make this work?

For our customers who just do DIDs the CDRs appear accurate, but once we mix in ring groups and queue calls it's a mess.

 

[Adrian Fretwell]

This is just a guess. The answered callls in the agent summary may have been pulled from the event socket API. I have a queue that has received no calls today, the v_xmv_cdr table shows no calls but if I query the mod_callcenter it shows an agent answered 4 calls.

So there is a difference between v_xml_cdr and the data produced by the API calls, the question is how or when are the API totals reset? I'm guessing if they were reset at midnight then the numbers may tally up.

You can test this yourself, log in to the freeswitch cli (better on a quiet test box) fs_cli

Ignore my queue UUID:

freeswitch@a2es-test-blue> callcenter_config queue list agents f42fd7a6-85e6-48ba-aa19-47e6aa5d011b

You should get a response that looks something like this:

name|instance_id|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|external_calls_count
e5a9da2a-e473-4df9-9cc5-b38364f6c8ff|single_box||callback|{call_timeout=20,sip_h_caller_destination=${caller_destination}}user/201@a2es-test-blue.uk|Logged Out|Waiting|0|10|90|90|30|1582654483|1582654489|1582654473|1582718370|0|1|6|0|0
334f041e-6358-472d-9dce-8e6c59c96116|single_box||callback|{call_timeout=20,sip_h_caller_destination=${caller_destination}}user/304@a2es-test-blue.uk|Available|Waiting|0|10|90|90|30|1582742055|1582742078|1582742052|1582556242|0|4|48|1582536315|0
5b3b2b05-626b-4203-8a25-ccffd6e26d9d|single_box||callback|{call_timeout=20,sip_h_caller_destination=${caller_destination}}user/202@a2es-test-blue.uk|Logged Out|Waiting|0|10|90|90|30|0|0|0|1582662643|0|0|0|0|0
68f44348-45f1-4106-923e-207f8ecd66b9|single_box||callback|{call_timeout=20,sip_h_caller_destination=${caller_destination}}user/204@a2es-test-blue.uk|Logged Out|Waiting|0|10|90|90|30|0|0|0|1582662643|0|0|0|0|0
f7430cd0-4ac2-40bf-aec4-464b3aea5efb|single_box||callback|{call_timeout=20,sip_h_caller_destination=${caller_destination}}user/205@a2es-test-blue.uk|Logged Out|Waiting|0|10|90|90|30|0|0|0|1582662643|0|0|0|0|0
f6db0a02-4d0b-42a0-83cf-584f1efea855|single_box||callback|{call_timeout=20,sip_h_caller_destination=${caller_destination}}user/206@a2es-test-blue.uk|Logged Out|Waiting|0|10|90|90|30|0|0|0|1582662643|0|0|0|0|0
f800e61c-fb04-462a-8be5-22b4ec111dc6|single_box||callback|{call_timeout=20,sip_h_caller_destination=${caller_destination}}user/210@a2es-test-blue.uk|Logged Out|Waiting|0|10|90|90|30|0|0|0|1582662644|0|0|0|0|0
95ff7eb4-4358-4579-95cd-f0a9c82ee158|single_box||callback|{call_timeout=20,sip_h_caller_destination=${caller_destination}}user/203@a2es-test-blue.uk|Logged Out|Waiting|0|10|90|90|30|0|0|0|1582662643|0|0|0|0|0
+OK

Notice that my agent user/304@a2es-test-blue.uk has answered 4 calls. According to my v_xml_cdr records it was one yesterday, one the day before and two the day before that.

 

[Scuba Adam]

Interesting, I'll create a cron job to reset mod_callcenter at midnight and then check the numbers over the next few days. Thanks for the hint!