Call Distributed

Voice & Telephony
1

Hello,

We are trying to track and match data using this statistic from a route point level to virtual queue and within that queue itself but want to know if there a way of defining what exactly it means.

For example at a route point level there are more calls distributed than answered so we assume this is the stat to use and compare against calls entered at a (related) virtual queue level.

We are also seeing minor differences between the answered and distributed at a virtual queue level without a reason for why. As an example, calldistributed+callsabandoned+callscleared=callsentered at VQ but callsanswered+callsabandoned+callscleared does not.

Can we break callsdistributed down further? I can see from the statserver guide it is linked to simultaneous actions of callsdistributedinbound/outbound/internal etc and callsdistributedtoqueueinbound/outbound - are these reportable?

Thanks,
WA

2

For RP:

Entered = Abandon + Forwarded + Distributed (Which means was sent to an agent, but no guarantee he will answer, unless autoanswer on his hardphone)

NOTE: Cleared DO NOT work here.

For VQ = Abandon + Forwarded + Distributed + Cleared

Again ANSWERED is a consequence of DISTRIBUTED and NEVER should be used on the ENTERED calculation

1 Like
3

We are using auto answer (GAD/SIP).

So Distributed always means the calls has been distributed to an agent? or possibly elsewhere?

What would cause callforwarded - I have read that it results from the callringing action but wondering where it would go ie subsequent abandon?

Thanks,
WA

4

Well generally a forwarded call is a call that is resend to another extension by the PBX, Iā€™d recommend to create this stat just to see if it is happening and if it is then check SIPServer logs to try to find out why.

5

We have a difference between the Anwered and Distributed at a virtual queue, but cannot determine where the extra distributed call has gone to.

The figures are:
VQ Entered = 165
VQ Distributed = 164
VQ Answered = 163
VQ Abandoned = 1
VQ Cleared = 0
VQ Abandoned in Ringing = 0
VQ Forwarded = 0

So this extra distributed call is not accounted for with regards to being answered/abandoned/cleared/abandoned in ringing or forwarded - is there a statistic missing. Which log files can point me to how the call was completed?

Thanks,
WA

6

StatServer logs my friend. You will need to collect a small sample and analyze it

1 Like