Since QueueMetrics 23.09, we have a new real-time engine that keeps a snapshot of the whole real-time interaction in memory at all times. This may lead to isues if you have calls that are logged incorrectly.

What is Presentialist?

Version 23.09 of QueueMetrics ships with a new real-time engine called Presentialist, that is used to populate wall-boards, the real-time page and the new agent pages.

Presentialist departs from the long-running tradition of processing real-time requests at the moment they are needed, and basically keeps a snapshot of the whole real-time interaction in memory at all times. This means that on systems with tens or hundredds of agents or open wallboards, it’s very likely that the work required to derive a new real-time picture is way less than it was before, therefore reducing the system load.

This also means that Presentialist is subject to errors if a call is reported multiple times at the same time.

What is the issue then?

You might see queues reporting agents that do not belong to them, or an abnormally high number of lost calls, but only when running the real-time time and/or a wallboard.

  • The behaviour is caused by incorrect data on the queue_log file - two calls being reported on at the same time with the same unique-id
  • To see if you are affected by this behavior, just run a normal report for the same period of time - if the data you see in the report are correct, then this is it.
  • Try and find the cause of the double-reporting - it is usually an overly-zealous Unitracker writing data on a queue you did not really use for reporting, or sometimes it is manual logging.
  • As a workaround, make sure that you are running QM 23.09.3 or higher, and then specify realtime.ignoredQueues=q-outbound or realtime.ignoredQueues=_q-outbound if you already have Unitracker writing on an “hidden” queue.

To configure your Unitracker to write unwanted calls to a hidden queue, see Hiding sets of calls on its User Manual.

Conclusion

By making sure that the data present on queue_log stays sane, you get the best of both worlds - accurate reporting and higher scalability and performance.

See also the FAQ entry: I’m seeing incorrect agents and/or lost call counts on my real-time page and wallboards..

Should you have any questions, feedback, or require further assistance, please don’t hesitate to reach out to our support team. We’re here to help!

QueueMetrics References

QueueMetrics software is available on premise or as a cloud hosted service for FreePBX, Yeastar S PBX, Grandstream, Issabel, FusionPBX and many other Asterisk and Freeswitch distros.

For more technical information please refer to the User Manual.

Visit www.queuemetrics.com for a free 15 days full-featured trial.

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