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Topics - caper800

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Scripting QueueMetrics / Data Block OD01 Fields Returned
« on: March 15, 2018, 17:09:09 »

We are using the Data Block ADO1 using a JSON API pull and have noticed that the Asteisk UID is not present, although it does appear in the QueueMetrics report Queue Details and in the documentation for OD01. Are we doing something wrong or is Asterisk UID not one of the fields support by the data block?


Is there a way to have the Agent/xxxx extension written to the queue_log table instead of SIP/xxxx? We need to build some custom reports and having Agent/xxxx would make our lives much better. We currently use HOTDESKING. For example, currently when VERB=COMPLETECALLER, then AGENT will be SIP/2912. Ideally this would be Agent/7128 instead.

Running QueueMetrics / Agent Occupancy Report - AG09
« on: January 08, 2016, 18:47:36 »

I was wondering if someone could shed some light on the calculation for Occupancy % field in the Agent Occupancy Report AG09. In the documentation PDF I have it is not very clear, there are odd characters between Total Session   Total Pause. I couldn't even paste them here so I've place "ODDCHARACTERS" where they are appearing.

This is the definition from the PDF:
Occupancy is computed as: Talk time / (Total session ODDCHARACTERS  Total Pause) and expressed as a percentage, as per the numeric examples
show in the table above.

Even when I checked the online version there are no operators between the words so I don't know if I"m supposed to add, subtract, divide, some other operator?

Could someone provide me with the correct calculation for Occupancy % in this report?


Running QueueMetrics / Date Displayed without Year
« on: May 22, 2015, 19:37:12 »

Is there a way to change how the dates are displayed in the reports? For example, if I run the Detail of Agent Sessions and look under the Start Hour column I see values like 05/21 - 11:01:31 where there is no year listed. Is there a way to have the year displayed as well? Like 05/21/2015 - 11:01:31 as an example.

Running QueueMetrics / Conflicting Data - Detail of Agent Pauses
« on: April 24, 2015, 21:42:33 »

I've come across something strange and was wondering if anyone has had a similar experience. I'm running a Detail of Agent Pauses for a specific date say April 4th and Agent123 has no pauses listed. However if I then run the report for April 1 to 5 and look at the results Agent123 has pauses on April 4th that are not reported when I run the report for April 4th alone.

Any suggestions on what may cause this?

Running QueueMetrics / Keys for Reports/Screens/Items
« on: April 16, 2015, 15:53:01 »

I have have created a new report in QueueMetrics and I need to limit who can view it to specific users. I've tried adding a random key called "limited" to the report, screen and item and then assigning this key to my user, but it did not work. I cannot see the report listed when i do this. If I remove the Key from the report, screen and item then the report does show up for me.

Any assistance would be greatly appreciated!
Thanks - Jason.

Running QueueMetrics / Export a Report to Excel on a Daily Basis
« on: April 09, 2015, 19:15:59 »

I am fairly new to QueueMetrics so forgive me if my questions are basic.

Is there a way that we can schedule a report to be exported to a .xls format on a daily basis? We do not want it sent via email, but deposited in a directory. We are looking to export the AD-02 Detail of Agent Pauses report. Any help or insight would be greatly appreciated.

Thanks - Jason.

Running QueueMetrics / Queue Details Report - Duration
« on: March 24, 2015, 16:12:06 »
Hello folks - I'm new to QueueMetrics coming previously from the Avaya world and have a question that I've been unable to find an answer to.

When running a report in QueueMetrics for a Queue and I'm looking at the Queue Details, I see a data column called "Duration". What parts of the call are included in calculating "Duration"?

Specifically I'm curious about hold time, where hold time being the amount of time a caller spends on hold where the agent pressed the hold button on the phone. So if an agent places a caller on hold to do research, is this hold time included in "Duration"? Also, is there a way to view this hold time duration as a separate data item?

Thanks for your assistance!

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