[asterisk-bugs] [JIRA] (ASTERISK-26559) app_queue: New service level calculation

[Martin Tomec (JIRA)]

    [ https://issues.asterisk.org/jira/browse/ASTERISK-26559?page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel&focusedCommentId=234372#comment-234372 ] 

Martin Tomec edited comment on ASTERISK-26559 at 12/28/16 3:43 AM:
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>From my point of view, the previous service level calculation was wrong and this new is correct. So there is no need to show old (wrong) metric in queue status. Maybe it could be configurable as a queue parameter (servicelevelmetric = only_answered / include_abandoned). Or it should replace the previous metric completely as a bugfix.

In this state (actual state in gerrit), it should be at least well documented for user. Because from "user" perspective I dont know which metric I should use - ServicelevelPerf or ServicelevelPerf2 ?


was (Author: matesstar):
>From my point of view, the previous service level calculation was wrong and this new is correct. So there is no need to show old (wrong) metric in queue status. Maybe it could be configurable as a queue parameter (servicelevelmetric = only_answered / include_abandoned). Or it should replace the previous metric completely as a bugfix.

In this state (actual state in gerrit), it should be at least well documented for user. Because from user perspective I dont know which metric I should use - ServicelevelPerf or ServicelevelPerf2 ?

> app_queue:  New service level calculation
> -----------------------------------------
>
>                 Key: ASTERISK-26559
>                 URL: https://issues.asterisk.org/jira/browse/ASTERISK-26559
>             Project: Asterisk
>          Issue Type: Improvement
>      Security Level: None
>          Components: Applications/app_queue
>    Affects Versions: 13.12.1
>            Reporter: scgm11
>            Assignee: scgm11
>
> This patch uses a new formula and add a new service level calculation taking in account the abandoned calls, if a call is abandoned inside the service level threshold this has to be computed as ok, this means the client didn't wait enough and this wont affect the SL Performance, but if the abandoned call is above the SL threshold then SL Performance will change.
> Im adding SL2 so we can have both calculations.
> the SL2 calculation is a classic metric on contact centers.
> Changes in the patch provided:
> 1) add variable for counting the number of queue calls abandoned inside the servicelevel
> 2) when a call is abandoned then it checks if the time that the call was in queue was below or equals as the service level (now - starttime <= servicelevel) if this is true the we count them as abandoned inside the service level threshold.
> 3) a new service level SL2 is created using the following formula
> sl2 =100 * ((callsabandonedinsl +callscompletedinsl) /(callsabandoned callscompleted));
> 	
> basically is  total calls in service level / total calls
> 4) Added sl2 to AMI and queue show 
> Just to comment this changes although I don't have test on the asterisk test suit for them, are tested heavily on production environments for at least a year now with no problems
> Tested in several servers that handle approximately 50.000 calls per day with no issues so far.
>  



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