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Messages - Itgigi (Loway)

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Running QueueMetrics / Re: Queue Detail - Service Level Agreement
« on: September 18, 2018, 13:59:56 »
Hello Duncan,

this is Iacob from Loway support.

I know that Google is smart but we are smarterter.

By changing that value inside the Queue Detail section, you chose a threshold (in seconds) for the Service Level Agreement. If an Agent answers a call under the set time, the SLA in the reports will go up, and vice versa if he answers after the threshold.

If you have any other technical questions about the product feel free to write at


Running QueueMetrics / Re: Agent Count report
« on: July 13, 2018, 08:12:41 »
Hello cursor,

First off, you can launch the realtime page, the wallboard and the reports on all of the queues at the same time. Usually when you install queuemetrics you should find a "00 All" queue built in the system. This queue is a composite queue that includes all of the queues on your machine.

Now, talking about online agents, there are a number of places where you can find that information.

In the realtime page you can find a section with queue details. If you launch the realtime page after selecting the 00 All queue it will show live information about all of the queues. The information you are interested in, is shown in the first table.

In the Wallboard page there is a widget called "Live Queues" under the "Tables" section. This table also shows the number of agents on your queues in realtime.

If you need a report instead, you can launch the "All Reports" report and navigate to the "Agents" tab. There you will find, in the second Info Box, something like this:

Agent session detail
Agent sessions    
N. of agents available:    8
Average agent time:    8:58:32
Min agent time:    8:52:29
Max agent time:    9:01:53
Total agent time:    71.8 H

The number of agents available shown here, is the total number of agents on the queue during the period you launched the report on.

I hope this helps, if you have any other questions please let us know.


Hello cursor,

Thank you for your post, I've notified the developers about the issue you've encountered and posted a bug report (ref. #3830).

It would be very helpful if you could attach as much information about your configuration as possible to help us debug the issue further.

You will be notified once we have more information :)

Best regards,

Problems / Re: Fallo de reporte
« on: July 09, 2018, 13:59:17 »

Thank you for using our forums, for best results please use English while asking for help.



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