Hi all,
We're having an issue with using switchvox.callQueueReports.search and switchvox.callQueues.getCurrentStatus not consistently returning all expected attributes. For example, the request:
<?xml version="1.0"?>
<request method="switchvox.callQueueReports.search">
<parameters>
<start_date>2012-01-13 00:00:00</start_date>
<end_date>2012-01-13 23:59:59</end_date>
<ignore_weekends>1</ignore_weekends>
<queue_account_ids>
<queue_account_id>1162</queue_account_id>
</queue_account_ids>
<breakdown>by_queue</breakdown>
<report_fields>
<report_field>total_calls</report_field>
<report_field>completed_calls</report_field>
<report_field>abandoned_calls</report_field>
<report_field>redirected_calls</report_field>
<report_field>longest_queue_length</report_field>
<report_field>avg_entry_position</report_field>
<report_field>max_wait_time_all_calls</report_field>
<report_field>avg_wait_time_all_calls</report_field>
<report_field>max_wait_time_completed_calls</report_field>
<report_field>avg_wait_time_completed_calls</report_field>
<report_field>max_wait_time_abandoned_calls</report_field>
<report_field>avg_wait_time_abandoned_calls</report_field>
<report_field>max_talk_time</report_field>
<report_field>avg_talk_time</report_field>
</report_fields>
<format>xml</format>
<sort_field>account_id</sort_field>
<sort_order>asc</sort_order>
<items_per_page>50</items_per_page>
<page_number>1</page_number>
</parameters>
</request>
often does not return the total calls attribute. This is an example of one of those responses:
<?xml version="1.0" encoding="UTF-8"?>
<response method="switchvox.callQueueReports.search">
<result>
<queues items_per_page="50" page_number="1" total_items="1" total_pages="1">
<queue abandoned_calls="4" account_id="1162" avg_talk_time="203.06" completed_calls="44" display_name="CS" longest_queue_length="2" max_talk_time="990" max_wait_time_abandoned_calls="140" max_wait_time_all_calls="166" max_wait_time_completed_calls="166" redirected_calls="0"/>
</queues>
</result>
</response>
As you can see, the server did not return the "total_calls" attribute, even though it was specified under <report_fields> above. This is wreaking havoc on our ability to create queue reporting dashboards for our supervisors that display the queue numbers along with each agent's call handling information.
Has anyone experienced the same? Is there anything I should be doing differently to ensure that these results are always included? The other one that's killing us is that switchvox.callQueues.getCurrentStatus does not include all attributes for all queue members consistently..."missed_calls" is one that seems to really be hit or miss, and again, we need that data for our dashboard.