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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

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

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 ( 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.

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.

Running QueueMetrics / Re: Agent Count report
« Last post by Itgigi (Loway) 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.

Running QueueMetrics / Agent Count report
« Last post by cursor on July 12, 2018, 17:20:48 »
     Does anyone know of a quick way to get a report on the number of agents online at any given moment?  I need to know the maximum number of agents online at any given time frame so I can make sure we do not hit the license cap.
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,
     I followed the instructions to set up Queuemetrics to use the integrated WebRTC phone.  Everything is running SSL (Lets Encrypt).  The webphone seems to register but becomes unreachable after a minute or so.  If I dial a number it takes about 30 seconds before I see Asterisk receive the call.  I get no audio on the call no matter is it is MoH or another extension.  The guide was made for regular chan_sip and not for PJSIP so I was wondering if anyone has been able to get the webphone working with Asterisk 13 or 15 and PJSIP.

     I have tried other webrtc webphones with the same configuration and they work with audio both ways.  This is all on a local LAN with no NAT at the moment although JsSIP and SIP5ML both work from outside the local network.  Any pointers?
WombatDialer Soporte en Español / Marcado de WD
« Last post by alejom49 on July 10, 2018, 01:55:16 »
Buenas tardes,

actualmente tengo problemas con mi WD, en el momento de iniciar la campaña el WD le envia la misma llamada a varios agentes o una llamada es contestada correctamente por un agente y WD la repite.

estuve mirando las lista y el los números no están repetidos.

1531173814|1531173763.1089|285|NONE|ENTERQUEUE||43644228=ANA DOLLYARIAS CASTA�O=#23827|1
1531173843|1531173763.1089|285|NONE|ENTERQUEUE||43644228=ANA DOLLYARIAS CASTA�O=#23827|1

estaré muy agradecido si me brindan alguna ayuda para corregir este problema.

Problems / Re: Fallo de reporte
« Last post by Itgigi (Loway) on July 09, 2018, 13:59:17 »

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


Problems / Fallo de reporte
« Last post by MAESTREJE on June 29, 2018, 16:18:39 »
Buenos dias espero que alguien me pueda ayudar con el inconveniente que presento el dia de ayer se realizo un cmabio sobre la la ruta de las grabaciones la central se genero un pto. de montura sobre la ruta /var/spool/asterisk/monitor. adicionalmente se agrego una nueva cola al queuemetrics y se syncronizo los datos con la central. Luego de el cambio me reportan que no puede generar los reportes flexibles y adicionalmente no se visualizando en tiempo real quedo estatico hasta el dia de ayer

espero que me puedan ayuda y indicarme algunos tips para poder solventar el inconveniente

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