QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: qmax on May 27, 2009, 14:29:34

Title: realtime agents (rather then dynamic)
Post by: qmax on May 27, 2009, 14:29:34

We want to use not dynamic, but realtime agents.
Such agents assigned to queues through updating queue_members table, configured in extconfig.conf:
queue_members => mysql,database,table
Agents then do login using AgentLogin command and instantly start to accept calls.

QM cannot do this, and such agents and queues are setup with separate utilities (e.g. dialer interface).
Also, QM cannot see any realtime agents, unless they are configured and assigned to queues in "configure queues" page.

Thus, call-center staff has to set up agents twice - once to update member_table, and second in QM.
Is there a way to simplify this situation?

Title: Re: realtime agents (rather then dynamic)
Post by: QueueMetrics on May 27, 2009, 17:07:30

You can use the QM wizard to import data automagicaly from the Rt tables - if you do this a number of times with different staff, you should have 95% of the configuration already done.

Title: Re: realtime agents (rather then dynamic)
Post by: qmax on May 28, 2009, 11:24:46

What is that QM Wizard?

On QM interface there is QM Setup wizard, able to load queues and agents setup from files,
but not from database.

Title: Re: realtime agents (rather then dynamic)
Post by: QueueMetrics on May 28, 2009, 12:12:10

You need at least QM 1.5.2, it can load data from a realtime DB as well.

Title: Re: realtime agents (rather then dynamic)
Post by: qmax on June 04, 2009, 12:28:34

updating queues configuration looks not wise.

we're switched to dynamic agents via dialcodes

Title: Re: realtime agents (rather then dynamic)
Post by: QueueMetrics on June 05, 2009, 11:06:19

Using addmemeber?

Title: Re: realtime agents (rather then dynamic)
Post by: qmax on June 08, 2009, 12:13:50

yes. we use QueueAddMember to configure queues.
this seems the only way all CC subsystems stay in sync.

as a feature request:
it would be nice, if QM could produce such events from
superviser interface, rather then from agent interface.

P.S.
but according to how QM deals with it, i'm not sure it makes sense at all.

Title: Re: realtime agents (rather then dynamic)
Post by: QueueMetrics on June 10, 2009, 09:02:55

I'm not sure I understand what is trhe "supervisor" interface- AMI?

Title: Re: realtime agents (rather then dynamic)
Post by: qmax on June 10, 2009, 14:06:58

Quote from: QueueMetrics on June 10, 2009, 09:02:55

I'm not sure I understand what is trhe "supervisor" interface- AMI?

i mean web interface shown to user of class SUPERVISORS.
that is, some special key that allows to add agent to queue,
just like buttons from interface shown to AGENTS

Title: Re: realtime agents (rather then dynamic)
Post by: QueueMetrics on June 10, 2009, 21:30:29

This is planned for sfter summer 09.