QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: Richarddb on August 24, 2010, 16:38:50

Title: Reporting Agent names in QM
Post by: Richarddb on August 24, 2010, 16:38:50

Hi,

When we change a agentname in QM, the reports of some months before also change into the new name, so these reports are not correct anymore. We can make a new agent, but we also want to keep the same telephone number which is connected to the agentcode. Do you have an idea if we can solve this issue and how?

Title: Re: Reporting Agent names in QM
Post by: torontob on August 24, 2010, 20:44:00

I have just started with this myself. I guess you have to to restart with all your queue log files for that to happen. Otherwise, it would be a painstaking job to separate and parse those log files.

I think someone with knowledge should comment on this. As I am on the same boat as well, but have decided to tell my client to start fresh as the old months reports may not be a fair depiction of employees performance.

Title: Re: Reporting Agent names in QM
Post by: QueueMetrics on August 25, 2010, 11:24:33

You should use UNIQUE agent codes, otherwise QM has no way to tell who is who in the report.