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Current call waiting times - are these now correct

Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Current call waiting times - are these now correct

http://portal.plus.net/supportpages.html?a=212
If they are it is definitely a major improvement
27 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,667
Thanks: 659
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Registered: ‎05-04-2007

Re: Current call waiting times - are these now correct

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.
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 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 26,722
Thanks: 936
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Registered: ‎10-04-2007

Re: Current call waiting times - are these now correct

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.
jelv (a.k.a Spoon Whittler)
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Community Gaffer
Community Gaffer
Posts: 17,667
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Registered: ‎05-04-2007

Re: Current call waiting times - are these now correct

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.
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 Chris Parr
 Plusnet Staff
ariosto
Dabbler
Posts: 22
Registered: ‎06-01-2014

Re: Current call waiting times - are these now correct

I only wait for 2 minutes on a call to Zen Internet!! Maybe I should not have mentioned that?
jetstar
Grafter
Posts: 57
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Registered: ‎19-11-2010

Re: Current call waiting times - are these now correct

The old system updated every 5 minutes and displayed numbers without a decimal point..
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Current call waiting times - are these now correct

Yes, that wasn't an average.
Superuser
Superuser
Posts: 6,812
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Registered: ‎30-07-2007

Re: Current call waiting times - are these now correct

I don't think the new call stats are working properly, They seem to have flatlined since 10:00!
Superuser
Superuser
Posts: 9,815
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Registered: ‎06-04-2007

Re: Current call waiting times - are these now correct

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. Huh
David
Community Gaffer
Community Gaffer
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Re: Current call waiting times - are these now correct

The reports have frozen for some reason, it's being looked at.
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 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 26,722
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Registered: ‎10-04-2007

Re: Current call waiting times - are these now correct

Is anybody else finding the graph is not refreshing correctly? I had to do a CTRL+F5 to force an update.
jelv (a.k.a Spoon Whittler)
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gofaster
Rising Star
Posts: 367
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Registered: ‎01-08-2007

Re: Current call waiting times - are these now correct

Me too - the page needs tweaking so that the graph image isn't cached.
James
Grafter
Posts: 21,036
Registered: ‎04-04-2007

Re: Current call waiting times - are these now correct

I used to have that problem before the maintenance.  You had the press F5 a few times for it to refresh.
Community Veteran
Posts: 26,722
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Registered: ‎10-04-2007

Re: Current call waiting times - are these now correct

Definitely borked! I've just gone to that page and it's still showing the graph from last night.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
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Community Veteran
Posts: 26,722
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Registered: ‎10-04-2007

Re: Current call waiting times - are these now correct

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.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)