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Beginner

Duplicate entries in the Detailed Call CSQ Agent Report

I am running the Detailed Call CSQ Report using version 11.6(2).  For one of my CSQ's the call volume seemed really off.  As I looked at it I found that several instances where the same entry showed up multiple times.  All data in each line is exactly the same.  What could be causing this?

 

  

1-6000139418-011/13/19 10:12:04 AM11/13/19 10:16:50 AM2
1-6000139418-011/13/19 10:12:04 AM11/13/19 10:16:50 AM2
1-6000139418-011/13/19 10:12:04 AM11/13/19 10:16:50 AM2
1-6000139418-011/13/19 10:12:04 AM11/13/19 10:16:50 AM2
4 REPLIES 4
Collaborator

Re: Duplicate entries in the Detailed Call CSQ Agent Report

This is most likely caused because you're re-queuing the call to the same CSQ. Check your scripting.

 

david

VIP Advisor

Re: Duplicate entries in the Detailed Call CSQ Agent Report

You can't queue the same call more than once, so how did you mean this? Like, perhaps they are using the dequeue step inside the queue loop, and constantly queuing/dequeuing the call every loop? Damn, that would be terrible. Nethertheless, this doesn't produce multiple records in the Detailed Call CSQ Agent Report either. It shows up as a single call, with all of its queue time summarized, as if it was never dequeued to begin with.

Anthony Holloway

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VIP Advisor

Re: Duplicate entries in the Detailed Call CSQ Agent Report

Without seeing the other columns, I can only speculate. But I'd guess the rows are not 100% the same. But if they are, it might be back to back RNA events and you might have your Agent State after RNA set to Ready, versus the default of Not Ready. Can you share the entire contents of the report, and not just the first few columns?

Anthony Holloway

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Beginner

Re: Duplicate entries in the Detailed Call CSQ Agent Report

Here is one example with everything shown

 

1-6000127038-011/4/19 12:23:58 PM11/4/19 12:25:06 PM1313844295685258563GW DentalCSQ_GW_Dental0:01:07 0:00:120:00:000:00:00
1-6000127038-011/4/19 12:23:58 PM11/4/19 12:25:06 PM1313844295685258563GW DentalCSQ_GW_Dental0:01:07 0:00:120:00:000:00:00
1-6000127038-011/4/19 12:23:58 PM11/4/19 12:25:06 PM1313844295685258563GW DentalCSQ_GW_Dental0:01:07 0:00:120:00:000:00:00
1-6000127038-011/4/19 12:23:58 PM11/4/19 12:25:06 PM1313844295685258563GW DentalCSQ_GW_Dental0:01:07 0:00:120:00:000:00:00
1-6000127038-011/4/19 12:23:58 PM11/4/19 12:25:06 PM1313844295685258563GW DentalCSQ_GW_Dental0:01:07 0:00:120:00:000:00:00
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