Recent Posts

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QueueMetrics news / IVR: The Call Center Warm-Up Band
« Last post by Mausabot on November 09, 2018, 10:19:09 »
Tips and tricks for a successful IVR management.

Discover the secrets for an effective callcenter IVR management and activity tracking in this new article by Allison Smith (@voicegal) for the QueueMetrics monitoring suite technical blog.

Read it now:

https://www.queuemetrics.com/blog/2018/11/08/IVR-callcenter-warmup/?lid=U102
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QueueMetrics news / Managing agents pauses with QueueMetrics call-center suite
« Last post by Mausabot on October 26, 2018, 10:53:46 »
What is the advantage of using the Icon agent page of QueueMetrics to manage pause codes?

QueueMetrics suite for Asterisk call centers lets your Agents manage their own pause status, allowing you to track reliably and consistently their working day.

Pause codes can be customized to suite your needs and are designed so you can run reports with them included. 
   
Learn how in this new tutorial:

https://www.queuemetrics.com/blog/2018/10/26/QueueMetrics-Pause-Codes/?lid=U099
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Running QueueMetrics / Large storage with recordings not working in cluster
« Last post by emel_punk on October 23, 2018, 16:14:44 »
EHLO

I have 2 servers in a cluster and they work properly, I could hear the recording file. But since the amount of files is large by now I want to improve amount of time the details pop-up windows takes to  show information so  I read the manual and configured the cluster like this:

cluster.servers=server1|pserver2

cluster.server1.manager=tcp:admin:admin2018@192.168.0.1
cluster.server1.queuelog=sql:P001
cluster.server1.monitored_calls=/mnt/server1/%YY/%MM/%DD/
cluster.server1.callfilesdir=
cluster.server1.audioRpcServer=
cluster.server1.agentSecurityKey=
cluster.server11.websocketurl=ws://10.10.3.5:8088/ws
cluster.server11.rtcWebBreaker=false

cluster.server2.manager=tcp:admin:elastix456@localhost
cluster.server2.queuelog=sql:P002
cluster.server2.monitored_calls=/mnt/server2/
cluster.server2.callfilesdir=
cluster.server2.audioRpcServer=
cluster.server2.agentSecurityKey=
cluster.server21.websocketurl=ws://127.0.0.1:8088/ws
cluster.server21.rtcWebBreaker=false

/mnt/server2 is a link to /var/spool/asterisk/monitor/ and /mnt/server1 is a NFS partition.

But it doesn't work server1 now. Recording file is blank when I click details. Before that i had cluster.server1.monitored_calls=/mnt/server1/  and worked but was slower.

Any lead to fix it?
4
AstriCon, the longest-running event devoted to all-things Asterisk, is celebrating its 15th year in Orlando.

In 2014, Loway ran a call center survey for the Asterisk platform with interesting results. In 2018 Loway launched a similar survey and planned to offer it not just to QueueMetrics users but to the community of Asterisk contact centers in general.

Which model of PBX is the most used worldwide?
How satisfied are customers and users?
How big are Asterisk call-centers?
And more!

Results are finally here and will be presented by Loway's Founder in a special session at AstriCon 2018 in Orlando, Florida, October 10.

Join us in Orlando: https://astricon2018.sched.com/?lid=U094
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QueueMetrics news / How to upgrade from Qloaderd to Uniloader with QueueMetrics
« Last post by Mausabot on September 27, 2018, 15:24:31 »
Why should you upgrade from the old Qloaderd to the new Uniloader?

What benefits does it bring?

Discover in this new tutorial how to get a more stable loader for QueueMetrics that makes easier to diagnose issues and perform administrative tasks for useful functions on an Asterisk system connected with QueueMetrics.
 
Generate music-on-hold events on queues, outbound call tracking, parked calls tracking as if they were calls handled on a queue and much more.

Read it now for Free:

https://www.queuemetrics.com/blog/2018/09/27/upgrade-to-uniloader/?lid=U093
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QueueMetrics news / How to create a Report with QueueMetrics for Asterisk PBX
« Last post by Mausabot on September 20, 2018, 13:49:41 »
You want to create simple but effective QueueMetrics reports that only show the information you really need? Do you feel the need to have different reports for different situation to improve your workflow?

QueueMetrics is a monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits like agent productivity monitoring, target measurement, conversion rates tracking, realtime statistics analysis, wallboards and an easy to use interface.

Learn how to create a simple effective report with all the information you need:

https://www.queuemetrics.com/blog/2018/09/20/howtodo-report/?lid=U090
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Running QueueMetrics / Re: Queue Detail - Service Level Agreement
« Last post by Duncan on September 19, 2018, 09:19:57 »
 ;D

Thanks for the response Itgigi.
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Running QueueMetrics / Re: Queue Detail - Service Level Agreement
« Last post by Itgigi (Loway) 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 support@loway.ch.

Regards,
Iacob
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Running QueueMetrics / Queue Detail - Service Level Agreement
« Last post by Duncan on September 10, 2018, 13:39:52 »
Hi,

In QM version 16.10.6 there is a "Service Level Agreement" form field when you click onto a queues "Queue Detail" page. When looking at the manual (http://manuals.loway.ch/QM_UserManual-chunked/) nothing is mentioned about this field or how it works. Currently all queues are set to 0 in this field (which I assume is default). I also assume this matches up the the req_sla field in the code_possibili table.

I have a recent request from a client to store different SLA requirements per queue and I was wondering if I can store this data in this database field. What happens if I change this field in QM?

I've checked the forums and asked my good friend Google but even he doesn't seem to know what this field does.

Regards,
Duncan
10
With this new tutorial you will learn how to activate the QueueMetrics-WombatDialer Recall Scheduling feature.

One of the most common call center scenario, during an outbound dialing campaign, sees the customer potentially interested not available at call time, so the agent agrees on a better time for the conversation. 

QueueMetrics Icon Agent Page allows agents to reschedule the call immediately without having to worry about tracking down all the recalls.

The rescheduled call will be handled by a specific campaign on WombatDialer and will be executed automatically at a set date and time.

Read more at https://www.queuemetrics.com/blog/2018/07/19/recall-schedule/?lid=U085
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