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

[scgm11 (JIRA)]

     [ https://issues.asterisk.org/jira/browse/ASTERISK-26559?page=com.atlassian.jira.plugin.system.issuetabpanels:all-tabpanel ]

scgm11 updated ASTERISK-26559:
------------------------------

    Description: 
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 



  was:
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 didnt wait enough and this wont affect the SLP, but if the abandoned call is above the SL threshold then SLP will change.

Im adding SL2 so we can have both calculations.


> 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 



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