Ok - Here is my Queue Show:
500 has 0 calls (max unlimited) in ‘linear’ strategy (23s holdtime, 107s talktime), W:0, C:616, A:467, SL:67.2% within 60s
MOHS-Reception 3 (Local/250@from-queue/n from hint:250@ext-local) (ringinuse enabled) (Busy) has taken no calls yet
Jen Lucero (Local/201@from-queue/n from hint:201@ext-local) (ringinuse enabled) (Busy) has taken 20 calls (last was 6402 secs ago)
Sylvia/Kalene (Local/228@from-queue/n from hint:228@ext-local) (ringinuse enabled) (in call) (In use) has taken 71 calls (last was 3076 secs ago)
4th floor front desk 3 (Local/223@from-queue/n from hint:223@ext-local) (ringinuse enabled) (Busy) has taken 37 calls (last was 5138 secs ago)
4th floor front desk 2 (Local/202@from-queue/n from hint:202@ext-local) (ringinuse enabled) (Not in use) has taken 23 calls (last was 5586 secs ago)
4th floor front desk 1 (Local/203@from-queue/n from hint:203@ext-local) (ringinuse enabled) (Not in use) has taken 37 calls (last was 6180 secs ago)
So, basically two questions:
- C:616, A:467 - in most places including VoipInfo.org, this is listed as C: - Answered Calls and A: Abandoned Calls - but in “Asterisk - The Definitive Guide” it says C: is the number of calls presented to the Queue and A: is the number of answered calls - Which is right?
- In summing up the number of answered calls for all the agents, I hit no number that I can come up with whatsoever - Shouldn’t the total calls for all agents = the total calls answered? In the above example I get 188 calls taken as the sum of the individual agents - but 616 calls minus 467 abandoned = 149 calls - so that doesn’t match either.