cummulative data in GCE normal queue

[knightrider]

Hi,

GCE ver 1.0
SoftPanel 5.7

I have a normal queue and i am trying to see cummulative average wait time and cummulative max wait time but they are not updating.

anyone else got these stats working?
TIA..
Knight

[knightrider]

like a dumbass, I forgot to enable the cumulative stat in Visual CC > Options

[knightrider]

now its not working again!

Since I got it working 2 weeks ago, I have created new Normal Queues and it not working for them!

[cavagnaro]

enable/disable?

[knightrider]

Kind of... but what I notice was in GCE system options, there is a place where you can set up the type of Sliding or Growing Stats parameters for wallboards. In the 'Growing' profile, it was just set with option as 08:00. So now I have created a new 'Growing' profile and set value as '00:00+23:59' and applied that to the Queues. I will have to monitor it tomorrow and see how it behaves. But I wonder what affect the '08:00' value had in the other profile? maybe reset counters after every 8 hours??

[cavagnaro]

Growing will accumulate data for a lapse of time (8 hours), after this comes a reset event and all to zero again.
Sliding will show the last N hours (8 hours)

So now you will accumulate data for that statistic for almost 24 hours and then reset to zero...is that wise? Is that really what you want?

[knightrider]

Thanks Cav,
well, yes it is what I want (or what the customer want). They want the wallboard to show, at the end of the day (which for them is 6pm) how many calls they have answered/abandon in Total. Also, they want to see cummulative stats showing Average wait time for callers & Longest wait for the whole day.

Are you suggesting I should achieve this another way?

[cavagnaro]

Oh no dude, if that is what customer wants...the issue is that for example on averages, what do they gain knowing that for all calls during the day the AVG was 3min, but if you do a AVG of last hour it can show 5min for example, so increasing the measurement doesn't provide effective data to work on at the high level point on which they might be...Imagine 100 calls on queue, they begging to watch that AVG is only 3min, so it is "normal" but actually it is 5min for the real moment...they will lose a lot of time trying to figure out what is going on before they find the answer...So maybe you can have a sliding of last hour or 30min and another showing the whole day (still can't imagine why...but...)
Just my humble opinion.

[knightrider]

OK, I hear you buddy. Basically, this customer is like a Civic Council who collect property taxes from ALL residence in the city and they also issue benefit payments etc.. So they are not like a high pressure selling environment.

What the CC supervisors wanted was that the Agents can see all their hard work throughout the day and at the end of the day at 5pm, they can see total calls answered since they start work at 9am. So for that, the cummulative stat is working fine. We also have set up a counter for Longest waiting call in the day and another counter for Average waiting time during the day. It is all working now and I will show you the snapshot in 'Equipment Pics'. I think, with regards to your point about the average stats, it's all about making the stats look good because we all know that pple like this Civic Councils will want to show the good news and not the shit news.

It's like... Hey Sir, the good news is I got drunk... the bad news it all came out again!

**Screenshots now added to forum >Equipment Pictures>Alcatel SoftPanel...

[cavagnaro]

hahahaha
Well Ok, I guess then public workers are like that everywhere haha
Will see your pics