Not ready stats is not working for correctly for voice media -- Issue Solved

[anandapriyan]

Hi team,

When i logged in to the voice media and the agent in the not ready state,Both the not ready and ready stats get updated or increases. Kindly looking for the possible solutions for the problem. Here i have mentioned the stats configuration which i have used for ready and not ready. But in another media(Chat,Email) , this stats are working fine.

Ready:
Category=TotalTime

Description=Total time agent spent in the waiting status for the instances when waiting status finished

MainMask=WaitForNextCall

Objects=Agent, GroupAgents, GroupPlaces, Place

Subject=DNStatus

NotReady:
Category=TotalTime

Description=Total time agent was not ready for the next call for all instances where not ready status completed

MainMask=NotReadyForNextCall

Objects=Agent, GroupAgents, GroupPlaces, Place

Subject=DNStatus

[Adam G]

I hope I understand your question correctly;

For Chat and Email, you are using the stat definitions highlighted for Ready/NotReady and they work.
For Voice, the same stats for Ready/NotReady do not work, because both appear to update at the same time.

Is this correct?

As a first check for both stats: see if you have a Filter applied which is relevant for Chat/Email and not for Voice.

[anandapriyan]

Yes right.In voice media when the agent is in ready state, only the ready stats get increased. But only when the agent is not ready state the problem arises. i.e Both ready and not ready stat get increased.  Kindly looking for your solutions.

And i have applied the following filters.

ChatSession=MediaType=chat

EMAIL_MEDIA=MediaType=email

VoiceCall=MediaType=voice

 

[anandapriyan]

Any reply for that issue

[Kubig]

Check the SS logs why there is a Ready time calculated despite there is no ready state on specific DN/Agent. This is very basic thing, which is working properly by default (and in case there is no config issue)

[Janis]

I'd say it is not possible to have two status based statistics increasing simultaneously. Status is one of the actions occurring with highest priority. You can't have two statuses at same time.  Double check your config. Or there is some strange bug in your statserver.

[cavagnaro]

On ccpulse check the extended status, how many DNs you have?
Also, shouldn't it be AgentStatus instead of DNStatus?

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[Adam G]

Just a small point - WaitForNextCall is not the same as ReadyForNextCall

...apparently

[cavagnaro]

Eagle eye

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[cavagnaro]

Wait, hehe little mistake Adam
What he says is that both statistics increase even when only one should.


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[anandapriyan]

Thanks for your reply, The issue is solved, It is bug in the version of stat server. We install the higher version of stat server and the problem is solved. Now it is working correctly