Messages

31

Running QueueMetrics / Re: Agents dissapear out of the Realtime monitor

« on: November 02, 2010, 11:48:58 »

Today 3 agents were calling and on the realtime monitor they were shown as "available". Is there any way i can check these settings or, more important, to solve this issue?

32

Running QueueMetrics / Re: Agents dissapear out of the Realtime monitor

« on: October 29, 2010, 11:14:39 »

I set it to 1 minute and the call was still going on, seems like this doesn't have affect. Any other ideas?

33

Running QueueMetrics / Re: Agent's couldn't get calls

« on: October 27, 2010, 16:09:05 »

Today it happened again, there were available agents but they couldn't receive the calls. There were even 2 calls waiting in the queue for 3 minutes. After logging off and on they could receive the calls again. Nobody was really inactive for a long period, and before we could answer calls so it's really strange.

34

Running QueueMetrics / Re: Agents dissapear out of the Realtime monitor

« on: October 07, 2010, 09:51:03 »

We will test this. Because we have to restart the asterisk service, we have to plan it in a maintenance window. I will post the results later.

35

Running QueueMetrics / Re: Agents dissapear out of the Realtime monitor

« on: October 06, 2010, 09:00:13 »

Yes i'm sure, the change has unfortunately no success.

36

Running QueueMetrics / Re: Agents dissapear out of the Realtime monitor

« on: September 30, 2010, 14:10:06 »

He was on the phone for 21:33 minutes, but dissapeared before it ended. In the report you also see the call with a 'normal' end.

37

Running QueueMetrics / Re: Agents dissapear out of the Realtime monitor

« on: September 24, 2010, 09:37:08 »

It dissapears in both the RT page and Wallboard. Also in quick reports it's not shown as 'ongoing'.

38

Running QueueMetrics / Re: Agents dissapear out of the Realtime monitor

« on: September 22, 2010, 15:00:55 »

Unfortunately it is happening again. An agent was on the phone for 20 minutes, but dissapeared after 16 minutes of the Wallboard screen.

I already edited the configuration.properties file in:

#If an ongoing call has a talk time that exceeds this value, drop it. 0: ignore
default.maxOngoingTalkTime=0

What can it be?

39

Running QueueMetrics / Reporting Agent names in QM

« 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?

40

Running QueueMetrics / Re: Calls on 'Unanswered Yet' in the Report

« on: May 07, 2010, 11:08:54 »

But what is the meaning of this Status 'Unanswered yet? Does it mean that the caller directly terminated the call? Because in every record with Unanswered yet it gives 0:00 waittime.

41

Running QueueMetrics / Calls on 'Unanswered Yet' in the Report

« on: May 07, 2010, 08:58:59 »

Hi,

When i run a report from 3 months ago till now, a lot of calls on the Unanswered Details page have the status 'Unanswered yet'. Some calls are from 3 months ago, so it's impossible that the call was closed after running the report. Why is it shown like this and how can we solve this?



Thanks

42

QueueMetrics installation / Re: Agents can not login in version 1.6.0

« on: April 07, 2010, 10:14:18 »

I edited the following line in the configuration.properties file:

Was - #callfile.dir=/var/spool/asterisk/outgoing
To - callfile.dir=tcp:admin:amp111@127.0.0.1

Now it's working again

43

QueueMetrics installation / Agents can not login in version 1.6.0

« on: April 06, 2010, 08:36:33 »

Today we updated to version 1.6.0 and now the agents can not login via the webinterface. With version 1.5.5 it all worked well. We copied the web.xml and configuration.properties file to the new version. Is this a known issue and should i change / add something?

44

Scripting QueueMetrics / Re: Wallboard Example script

« on: March 19, 2010, 10:07:04 »

I didn't change anything in the script, except the names of the queues and the user for robot, so that's why it's strange that i dont get that data. Anything that can solve this?

45

Scripting QueueMetrics / Re: Wallboard Example script

« on: March 18, 2010, 08:44:38 »

I have exactly the same situation. The data about the agents is shown, but not the numbers of calls waiting and agents available (Upper screen) Does anyone know why this is?

I also would like to add the status 'pause' to the agents, anyone who knows how to add this option in the script?