QueueEvents, QWait changes for "Enter Service Line"" - Channels 9.4 CU8 QFE 2
Data stored in the QWait column for EvType = 10 (Entered Queue) has been changed as described below to fix an issue related to the Historical Service Line Stat: “# Customers Entered Service Line”.
|
EvType |
QWait |
Changed? |
|---|---|---|
|
10 (Enter Queue) |
0 = Customer directly entered queue (started a new session in this queue) |
No |
|
10 |
1 = Customer was transferred to this queue |
Yes - previously also included events that are now recorded with a QWait of 2. |
|
10 |
2 = Customer was put back into queue after chat was offered to agent but not accepted (refused or timed out) |
Yes - This is a new value, was previously logged as QWait = 1, which prevented the stats from being able to tell apart actual transfers from agent push refusals |
|
20 (Customer left queue) |
Amount of time customer waited before leaving queue (since they lasts entered) |
no |
Table 1.
The columns in the table have not been changed, only the data stored in the QWait column when EvType = 10 has been changed.
When a chat session is in a service line (queue), it is available to the routing engine to offer to agents. Because of this, when offered to an agent, the chat session is removed form the queue while the offer is on the agent's screen. This results in an event logged to the QueueEvents table. If the agent refuses the request, or it times out, the chat session is put back into queue, causing another event to be logged. The event generated when a chat session was put back could not be easily differentiated from one indicating a transfer from one service line to another by an agent or script, and this was causing the '# Customers Entered Service Line' stat to be incorrect.
The reason for the chat entering the queue was not granular enough to be able to determine if the chat session was entering the queue was an actual transfer, or if it was just re-entering the queue after a failed push to an agent. Because of this, the '# Customers Entered Service Line' stat could be several times higher than the number of chat session that actually entered the queue if the chat sessions were refused by several agents before being accepted and completed, as each refusal was being counted as another chat entering the queue.
Now, the '# Customers Entered Service Line' stat only counts events with a QWait of 0 or 1, counting only the 'real' number of session entering the queue, as a supervisor would. All the events are still available in the database if you actually want to know how many times that sessions entered the queue at a low level.
Upgrade Impact:
Old data will be left as is when upgrading. This means that stat data from before the upgrade will continue to be incorrect. This is because there is no easy way to tell if an enter queue event is for a transfer or for a refused push, which would be needed to correct old data.