[asterisk-users] QUEUEHOLDTIME always zero

[Warren Selby]

The idea is a busy call center that takes calls all day long should be able to determine their average wait / hold time over the course of the day. It's a metrics thing, not a live data feed. It doesn't really become useful until you've had several live calls, and then it's only useful if you've got predictable call times. 

For example, one of my clients has a customer service call center. Each of their calls are usually handled in less than 5 minutes. If their average hold times start spiking higher than that, they look at possibly increasing staff (among other things), because the idea is to not make the customer wait very long. 

Now, another customer runs a tech support hotline. These calls can take anywhere between a simple three minute password reset call to a 2 hour adventure to track down some hidden issue. This customer doesn't look at hold time metrics, because they end up all over the place. 

If you want a good, in depth look at metrics related to your queues, I would suggest giving Queuemetrics an evaluation. Queuemetrics is a program that analyzes your queue_log file and generates both live data as well as historical reports. Both of the customers I've listed above utilize Queuemetrics and they both love it. The licensing is very reasonable for the market and they offer free evaluations as well. 


Thanks,
--Warren Selby, dCAP

On Sep 27, 2012, at 1:02 PM, Mitch Claborn <mitch_ml at claborn.net> wrote:

> Warren - that coincides with what I am seeing.  I guess it made sense to someone, but it is not terribly useful to me.
> 
> mitch
> 
> 
> On 09/27/2012 11:22 AM, Warren Selby wrote:
>> On Thu, Sep 27, 2012 at 9:15 AM, Mitch Claborn <mitch_ml at claborn.net
>> <mailto:mitch_ml at claborn.net>> wrote:
>> 
>>    Satish I believe you have the answer.  See output below, where I
>>    have 1 call answered and 1 in the queue.  Unfortunately, the average
>>    wait time is very inaccurate.  These two calls where placed within
>>    seconds of each other.  The one still in the queue has a wait time
>>    of 4:10, so the average should be about 4 minutes.
>> 
>> 
>>         -- Executing [812 at LocalSets:1]
>>    NoOp("SIP/08000F3BE07C-__0000000e", "queue status") in new stack
>>         -- Executing [812 at LocalSets:2]
>>    Set("SIP/08000F3BE07C-__0000000e", "LOGGEDIN=1") in new stack
>>         -- Executing [812 at LocalSets:3]
>>    Set("SIP/08000F3BE07C-__0000000e", "READY=0") in new stack
>>         -- Executing [812 at LocalSets:4]
>>    Set("SIP/08000F3BE07C-__0000000e", "WAITING=1") in new stack
>>         -- Executing [812 at LocalSets:5]
>>    Set("SIP/08000F3BE07C-__0000000e", "STUFF=0") in new stack
>>         -- Executing [812 at LocalSets:6]
>>    Verbose("SIP/08000F3BE07C-__0000000e", "waiting: 1 calls in queue: 1
>>    avg hold: 58 logged in: 1 ready: 0") in new stack
>>    waiting: 1 calls in queue: 1 avg hold: 58 logged in: 1 ready: 0
>> 
>> 
>>    asset333*CLI> queue show sales
>>    sales has 1 calls (max unlimited) in 'rrmemory' strategy (58s
>>    holdtime, 0s talktime), W:0, C:0, A:0, SL:0.0% within 0s
>>        Members:
>>           SIP/mlcx500 (dynamic) (In use) has taken no calls yet
>>        Callers:
>>           1. SIP/mlcx450-00000003 (wait: 4:10, prio: 0)
>> 
>> 
>> That's because the call is still on hold.  Once the call is answered,
>> the avg hold time will update again.  It's an average of how long the
>> answered calls had to wait, not an average of all current calls waiting
>> on hold.  At least, that's my understanding of the issue...
>> 
>> 
>> --
>> Thanks,
>> --Warren Selby, dCAP
>> http://www.SelbyTech.com <http://www.selbytech.com>
>> 
>> 
>> 
>> --
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> 
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