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Return of Real Time Customer Support Stats

James
Grafter
Posts: 21,036
Registered: 04-04-2007

Return of Real Time Customer Support Stats

Many of our customers will remember when we offered real time call stats – they could have a look at our site and see how many people were waiting to speak to our Customer Support Centre, and base when they were to call us on that information. From this, they could get an indication of how long it will take us to respond.

When we implemented our new phone system, we weren't able to make this information easily available. We have now resolved this, and we are pleased to announce that customers can once again see this information in real time.

Why not have a look for yourselves? The current call stats can be found here:

http://www.plus.net/support/callstats/
21 REPLIES
N/A

Return of Real Time Customer Support Stats

I was surprised that nobody had felt the need to comment after the announcement appeared in SS yesterday.

Good news though!

Service Status Announcment can be found here.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Return of Real Time Customer Support Stats

Noone else had commented in here, so I thought I should make it known Smiley
Community Veteran
Posts: 1,886
Registered: 05-04-2007

Return of Real Time Customer Support Stats

Looking good James,

However....

Quote

Last updated: January 1, 1970, 1:00 am


Did we suddenly go back in time 37 years?? Wink
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Return of Real Time Customer Support Stats

Colin's working on a problem (39264) about fixing incomplete data. Callstats are currently in Beta however.
N/A

Return of Real Time Customer Support Stats

Hmm,


Reminds of the issue with Service Status Uptimes.

Looks fine to me:
Quote
Last updated: January 11, 2007, 10:37 am

and
Quote
Last updated: January 10, 2007, 3:02 pm

and
Quote
Last updated: January 10, 2007, 3:02 pm
N/A

Return of Real Time Customer Support Stats

(when I checked yesterday, the times looked fine too)

Roger needs to get a new 'puter :lol:
Community Veteran
Posts: 1,886
Registered: 05-04-2007

Return of Real Time Customer Support Stats

James,

Once refreshed the page stats came up ok - all seems to be ok now.

Roger.
N/A

Return of Real Time Customer Support Stats

Ah, that'll save some cash then. Wink
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Return of Real Time Customer Support Stats

Ticket stats and connection faults are being updated manually currently.

Phone stats run through callview and are automated.
Ianwild
Grafter
Posts: 3,835
Registered: 05-04-2007

Return of Real Time Customer Support Stats

The problem that causes the default unix date and no time to be displayed is an interesting one. It never happened before, but it occurs when the Callview system is half way through uploading the FTP file at the time portal tries to read the data. A refresh after a few seconds should sort it until Colin figures out the best way to stop it happening.

Ian
Community Veteran
Posts: 5,877
Thanks: 1
Registered: 05-04-2007

Return of Real Time Customer Support Stats

Will we get the stats back on IRC at somepoint as well now then?
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Return of Real Time Customer Support Stats

That's one for the administrator of the Usertools site to answer Smiley

Drop Colin/Phil an email. You've probably got them both on MSN.
Community Veteran
Posts: 5,877
Thanks: 1
Registered: 05-04-2007

Return of Real Time Customer Support Stats

hehe, I thought as much Tongue
Community Veteran
Posts: 26,339
Thanks: 595
Fixes: 8
Registered: 10-04-2007

Return of Real Time Customer Support Stats

Quote
The problem that causes the default unix date and no time to be displayed is an interesting one. It never happened before, but it occurs when the Callview system is half way through uploading the FTP file at the time portal tries to read the data. A refresh after a few seconds should sort it until Colin figures out the best way to stop it happening.


FTP upload as a different name and then at the end of the upload do some renames.

Or upload each time with an incrementing file number, have a line on the end of the file that says it is complete. If the program reading the file finds it incomplete wait 5 seconds and try again or use the preceding file. Delete the file when it's been used.
jelv (a.k.a Spoon Whittler)
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