topic Re: Current call waiting times - are these now correct in Plusnet Feedback

Current call waiting times - are these now correct

Oldjim — Tue, 28 Jan 2014 13:11:44 GMT

http://portal.plus.net/supportpages.html?a=212
If they are it is definitely a major improvement

Re: Current call waiting times - are these now correct

Chris — Tue, 28 Jan 2014 13:13:50 GMT

I've been keeping an eye on them, for calls to service (not COT or sales) they are matching the queue times I'm seeing. I'm going to suggest we either round the calls in queue or add a note to clarify it's an average over the previous 15 minutes.

Re: Current call waiting times - are these now correct

jelv — Tue, 28 Jan 2014 13:29:49 GMT

I'm not sure about the change to show the average calls waiting. The old snapshot figure which you could check against the time stamp worked for me.
If for example you lost a gateway or the connection to Faraday 10 or more minutes in to a 15 minute slot you could have well over three times as many people actually waiting then the average shown.

Re: Current call waiting times - are these now correct

Chris — Tue, 28 Jan 2014 13:38:45 GMT

Unfortunately that had to change due to the way the data was reported on the old system compared to the new one. Whilst we have the live data in the support centre, it's not in a suitable format for use on the website hence the change to 15 minute averages.

Re: Current call waiting times - are these now correct

ariosto — Tue, 28 Jan 2014 19:10:21 GMT

I only wait for 2 minutes on a call to Zen Internet!! Maybe I should not have mentioned that?

Re: Current call waiting times - are these now correct

jetstar — Tue, 28 Jan 2014 22:54:19 GMT

The old system updated every 5 minutes and displayed numbers without a decimal point..

Re: Current call waiting times - are these now correct

James — Wed, 29 Jan 2014 08:46:25 GMT

Yes, that wasn't an average.

Re: Current call waiting times - are these now correct

MisterW — Wed, 29 Jan 2014 13:46:19 GMT

I don't think the new call stats are working properly, They seem to have flatlined since 10:00!

Re: Current call waiting times - are these now correct

spraxyt — Wed, 29 Jan 2014 13:58:14 GMT

~~The graph from 5pm yesterday to 9:45am today is also remarkably flat.~~
Edit: Sorry, that was an image caching problem. The image didn't align with the text. Something is amiss though.

Re: Current call waiting times - are these now correct

Chris — Wed, 29 Jan 2014 14:01:57 GMT

The reports have frozen for some reason, it's being looked at.

Re: Current call waiting times - are these now correct

jelv — Thu, 30 Jan 2014 23:43:42 GMT

Is anybody else finding the graph is not refreshing correctly? I had to do a CTRL+F5 to force an update.

Re: Current call waiting times - are these now correct

gofaster — Fri, 31 Jan 2014 08:21:37 GMT

Me too - the page needs tweaking so that the graph image isn't cached.

Re: Current call waiting times - are these now correct

James — Fri, 31 Jan 2014 08:56:32 GMT

I used to have that problem before the maintenance. You had the press F5 a few times for it to refresh.

Re: Current call waiting times - are these now correct

jelv — Fri, 31 Jan 2014 09:18:41 GMT

Definitely borked! I've just gone to that page and it's still showing the graph from last night.

Re: Current call waiting times - are these now correct

jelv — Fri, 31 Jan 2014 09:20:18 GMT

Quote from: James
I used to have that problem before the maintenance. You had the press F4 a few times for it to refresh.

F4? Did you mean F5?
I refreshed the page a few times and it did eventually update.

Re: Current call waiting times - are these now correct

PeterLoftus — Fri, 31 Jan 2014 09:21:23 GMT

OK for me right now

Re: Current call waiting times - are these now correct

jelv — Fri, 31 Jan 2014 09:23:56 GMT

That's NOT OK! Try CTRL+F5 to make it update.
Edit: Just realised you posted a link to the live graph which doesn't show us what you are seeing - you needed to take a screen shot and post that. When I first viewed your post it was showing the graph from a couple of days ago. Refreshed the page and it updated.
The image needs to be set to not be cached.

Re: Current call waiting times - are these now correct

James — Fri, 31 Jan 2014 10:15:50 GMT

Quote from: jelv
F4? Did you mean F5?

Don't know what you mean John
It appears to be updating fine for me now.

Re: Current call waiting times - are these now correct

Chris — Fri, 31 Jan 2014 10:18:25 GMT

There are a couple of changes on that page that I'd like to make, including rounding the calls waiting to a whole number and adding clarification about how the numbers are worked out. I'll add the graph caching to it.

Re: Current call waiting times - are these now correct

jelv — Fri, 31 Jan 2014 10:35:34 GMT

Quote from: James
Quote from: jelv
F4? Did you mean F5?

Don't know what you mean John
It appears to be updating fine for me now.

Just gone to the bookmark for that page and the graph displayed was to just after 9am - had to refresh the page to get it to update.