1516
General Asterisk configuration / Re: Asterisk 1.6 - Agents not logged appearing in Realtime
« on: March 12, 2010, 08:56:05 »
ADDMEMBER usually means "the agent logged in to this very queue"....
QueueMetrics professional call center suite for the Asterisk PBX
News:
Welcome to the new forum!
Show Posts
This section allows you to view all posts made by this member. Note that you can only see posts made in areas you currently have access to.
1518
General Asterisk configuration / Re: Tracking an unpicked call
« on: March 12, 2010, 08:54:47 »
Likely your version of Asterisk does not support it. That's strange.
1519
QueueMetrics news / QueueMetrics 1.6.0 released
« on: March 11, 2010, 18:00:50 »
QueueMetrics version 1.6.0 has been released today. This long awaited release offers a large number of improvements and new developments. Some are worth pointing out:
* Reports are not fixed anymore but dynamic - you can have different users access different reports, or create targeted reports for different people or situations. This is an important feature - see Section 18.9 of the User Manual.
* Agent groups are a new way to group together agents; we suggest using them in order to track agents by seniority or work position. New reports available.
* It is now possible to use Asterisk 1.6's native database log format instead of Qloaderd. This does not work for clustered systems but may be very handy.
* New payroll export keeps track of who worked where in your call-center and provides data to external payroll applications.
* The Quality Assessment section ahs been much improved, and a new Grader's page lets you meet monitoring targets easily.
* A couple of new rich reports: Agent performance by ACD Group and Traffic analysis by period let you monitor the overall poerformance of your Call center moire easily.
Major changes:
#491 - Asterisk 1.6.x realtime QueueLog native format
#770 - XML-RPC extraction for QA reports
#807 - Agent Group filtering on Custom Reports and Realtime
#810 - Break down by agent group in QA report
#817 - QA search form - new criteria
#843 - Graders page: call selection filters by ag group / status code
#860 - Payroll: New page: payroll search
#861 - Payroll. New page: session detail and agent detail
#862 - Payroll: New page: payroll change
#863 - Payroll: data export
#864 - Payroll. Queue_log updaters
#865 - Payroll: changes to the Agent page
#866 - Customized reports: editor
#867 - Customized reports: database updaters
#868 - Customized reports: pages
#842 - QA: Not mandatory fields
#898 - Graders Page. Filter by rep
#906 - QA: Having 10 sections and 100 scores
#909 - Adding filters to the QA reports
#902 - QA: Reports like -s
#903 - Graders Page: Decimals based on target
#950 - QA: Comments added to QA forms are limited to 250 characters
#952 - QA: Showing both form data and the comments in the same form
#921 - PH Reports #1: Agent performance by ACD Group
#922 - PH Reports #2: Traffic analysis by period
Minor updates:
#658 - Added a scroll bar and increased the QA grading form size
#660 - Added items list on QA form edit
#661 - Adding navigation through QA reports
#662 - "Cloning" forms
#664 - QA section scores
#665 - Audit log
#690 - STDOUT log cleaning
#739 - Wrongly decoded code name
#747 - Report by SLA
#748 - QA: avoid to invalidate the session by a timeout
#758 - Avoid to search files if MON_AUDIO key is not defined for current user
#760 - Oreka: player format change
#764 - Minor issues on agent group page definition
#773 - Move the details button on top of the page
#780 - Filter out queues on the AddMember/RemoveMember agents buttons
#792 - Overflow on numeric field
#800 - QA Items Editor minor bugs
#803 - QA comments layout
#804 - QA: show blocked forms
#805 - QA: agent group icon is not shown
#806 - QA: blocked forms are not shown in the combo form selection
#811 - Graders page: previous search parameters are lost at each time
#812 - Agent Group and Outcome have to be stored on QA DB
#813 - Agent Group icon not present on grader's page
#816 - Graders page layout - move down agents
#818 - QA Grading shows only the first available file
#828 - Oreka: error in video query
#834 - Agents were improperly filtered out when realtime is started by a custom report
#836 - Check if XML-.RPC tarnsactions are visible to the transactions analyzer
#837 - Memory allocation in a never ending loop
#844 - Logs for a production system are too verbose
#848 - QA: Drop-Down items are too small
#854 - Video on outbound calls
#891 - AGAW: if login fails, it is not clearly stated
#896 - Form scores to 0
#897 - Graders Page. Remaining calls
#900 - QA: Old data in new forms
#901 - QA: Hold time stop watch timer
#904 - QA: Answer sequence Good->Bad
#905 - QA: Form filled multiple times
#907 - Adding Location to the Grader?s page
#908 - Using radio buttons for QA yes/no
#916 - XML-RPC crashes without specifying anything in the log
#923 - Reducing Logging on production build
#933 - Keys separed by CR are not properly read
#942 - Handle direct access to a dynamic page
#943 - RT AJAX: having longer wait durations
#946 - Area Analysis has to be enabled
#947 - RT AJAX: external URL access
#949 - Agent/123 joins agent/1234's queues as well
#956 - Setup Wizard: Queues with changed alias have not to be updated
#961 - Deleting agents members of queues generates invalid queues
#962 - Flip Menu is not synchronised with dynamic page contents.
You can download the latest version immediately from the downloads page.As an alternative, if you run RHEL or CentOS (or any distribution derived from them, like e.g. TrixBox, Nerd Vittles and AsteriskNOW), you can install it automatically using yum - see the installation page.
If you would like to write a language pack for your native language, it's very easy and it only takes a couple of hours' work. See the Translating QueueMetrics document from the Manuals page.
As always, we value your feedback on how to improve QueueMetrics to make it a better fit to your needs.
* Reports are not fixed anymore but dynamic - you can have different users access different reports, or create targeted reports for different people or situations. This is an important feature - see Section 18.9 of the User Manual.
* Agent groups are a new way to group together agents; we suggest using them in order to track agents by seniority or work position. New reports available.
* It is now possible to use Asterisk 1.6's native database log format instead of Qloaderd. This does not work for clustered systems but may be very handy.
* New payroll export keeps track of who worked where in your call-center and provides data to external payroll applications.
* The Quality Assessment section ahs been much improved, and a new Grader's page lets you meet monitoring targets easily.
* A couple of new rich reports: Agent performance by ACD Group and Traffic analysis by period let you monitor the overall poerformance of your Call center moire easily.
Major changes:
#491 - Asterisk 1.6.x realtime QueueLog native format
#770 - XML-RPC extraction for QA reports
#807 - Agent Group filtering on Custom Reports and Realtime
#810 - Break down by agent group in QA report
#817 - QA search form - new criteria
#843 - Graders page: call selection filters by ag group / status code
#860 - Payroll: New page: payroll search
#861 - Payroll. New page: session detail and agent detail
#862 - Payroll: New page: payroll change
#863 - Payroll: data export
#864 - Payroll. Queue_log updaters
#865 - Payroll: changes to the Agent page
#866 - Customized reports: editor
#867 - Customized reports: database updaters
#868 - Customized reports: pages
#842 - QA: Not mandatory fields
#898 - Graders Page. Filter by rep
#906 - QA: Having 10 sections and 100 scores
#909 - Adding filters to the QA reports
#902 - QA: Reports like -s
#903 - Graders Page: Decimals based on target
#950 - QA: Comments added to QA forms are limited to 250 characters
#952 - QA: Showing both form data and the comments in the same form
#921 - PH Reports #1: Agent performance by ACD Group
#922 - PH Reports #2: Traffic analysis by period
Minor updates:
#658 - Added a scroll bar and increased the QA grading form size
#660 - Added items list on QA form edit
#661 - Adding navigation through QA reports
#662 - "Cloning" forms
#664 - QA section scores
#665 - Audit log
#690 - STDOUT log cleaning
#739 - Wrongly decoded code name
#747 - Report by SLA
#748 - QA: avoid to invalidate the session by a timeout
#758 - Avoid to search files if MON_AUDIO key is not defined for current user
#760 - Oreka: player format change
#764 - Minor issues on agent group page definition
#773 - Move the details button on top of the page
#780 - Filter out queues on the AddMember/RemoveMember agents buttons
#792 - Overflow on numeric field
#800 - QA Items Editor minor bugs
#803 - QA comments layout
#804 - QA: show blocked forms
#805 - QA: agent group icon is not shown
#806 - QA: blocked forms are not shown in the combo form selection
#811 - Graders page: previous search parameters are lost at each time
#812 - Agent Group and Outcome have to be stored on QA DB
#813 - Agent Group icon not present on grader's page
#816 - Graders page layout - move down agents
#818 - QA Grading shows only the first available file
#828 - Oreka: error in video query
#834 - Agents were improperly filtered out when realtime is started by a custom report
#836 - Check if XML-.RPC tarnsactions are visible to the transactions analyzer
#837 - Memory allocation in a never ending loop
#844 - Logs for a production system are too verbose
#848 - QA: Drop-Down items are too small
#854 - Video on outbound calls
#891 - AGAW: if login fails, it is not clearly stated
#896 - Form scores to 0
#897 - Graders Page. Remaining calls
#900 - QA: Old data in new forms
#901 - QA: Hold time stop watch timer
#904 - QA: Answer sequence Good->Bad
#905 - QA: Form filled multiple times
#907 - Adding Location to the Grader?s page
#908 - Using radio buttons for QA yes/no
#916 - XML-RPC crashes without specifying anything in the log
#923 - Reducing Logging on production build
#933 - Keys separed by CR are not properly read
#942 - Handle direct access to a dynamic page
#943 - RT AJAX: having longer wait durations
#946 - Area Analysis has to be enabled
#947 - RT AJAX: external URL access
#949 - Agent/123 joins agent/1234's queues as well
#956 - Setup Wizard: Queues with changed alias have not to be updated
#961 - Deleting agents members of queues generates invalid queues
#962 - Flip Menu is not synchronised with dynamic page contents.
You can download the latest version immediately from the downloads page.As an alternative, if you run RHEL or CentOS (or any distribution derived from them, like e.g. TrixBox, Nerd Vittles and AsteriskNOW), you can install it automatically using yum - see the installation page.
If you would like to write a language pack for your native language, it's very easy and it only takes a couple of hours' work. See the Translating QueueMetrics document from the Manuals page.
As always, we value your feedback on how to improve QueueMetrics to make it a better fit to your needs.
1520
Outbound and QueueMetrics / Re: Outbound using 8<###><phonenumber>
« on: March 11, 2010, 10:09:46 »
This is because you have:
just make sure it reads the CLID correctly.....
Code: [Select]
QDIALER_AGENT=Agent/just make sure it reads the CLID correctly.....
1521
Running QueueMetrics / Re: Answered calls by queue- Wrong
« on: March 11, 2010, 10:08:03 »
Yes in MultiStint mode you get them together as only one call.
Why do you get them wrong? can you replicate it?
Why do you get them wrong? can you replicate it?
1522
General Asterisk configuration / Re: Asterisk 1.6 - Agents not logged appearing in Realtime
« on: March 11, 2010, 10:06:38 »
I am not sure I understand - why wouldn't you want QM to process the lines like:
QM Shows them agents as they are known members of the queue - why shouldnt't it?
Code: [Select]
1268219165|REALTIME|fila_sac|agent/1001007|ADDMEMBER|
1268219165|REALTIME|fila_sac|agent/1001025|ADDMEMBER|
1268219165|REALTIME|fila_sac|agent/1001042|ADDMEMBER|
1268219165|REALTIME|fila_sac|agent/1001102|ADDMEMBER|
1268219165|REALTIME|fila_sac|agent/1001153|ADDMEMBER|QM Shows them agents as they are known members of the queue - why shouldnt't it?
1523
General Asterisk configuration / Re: QM Issue with TB 2.8
« on: March 11, 2010, 10:03:03 »Manager 'admin' logged on from 127.0.0.1
Manager 'admin' logged off from 127.0.0.1
Nothing else? Do you see any error on the QM logs?
Also, try and give your user the ORIGINATE privilege as well.
1524
Outbound and QueueMetrics / Re: Outbound using 8<###><phonenumber>
« on: March 10, 2010, 13:03:21 »
Edit the line at:
exten => s,1,NoOp( "Outbound call - A:${QDIALER_AGENT} N:${QDIALER_NUMBER} Q:${QDIALER_QUEUE} Ch:${QDIALER_CHANNEL}" )
to
exten => s,1,NoOp()
And reload
exten => s,1,NoOp( "Outbound call - A:${QDIALER_AGENT} N:${QDIALER_NUMBER} Q:${QDIALER_QUEUE} Ch:${QDIALER_CHANNEL}" )
to
exten => s,1,NoOp()
And reload
1525
Outbound and QueueMetrics / Re: Outbound with Asterisk 1.6
« on: March 10, 2010, 13:00:25 »
Just modify the dialplan supplied so that it works consistently.
Change PauseQueueMember(,Agent/${AGENTCODE}) to PauseQueueMember(,Local/${AGENTCODE}@interno)
Also on recent systems the System line is not necessary.
Change PauseQueueMember(,Agent/${AGENTCODE}) to PauseQueueMember(,Local/${AGENTCODE}@interno)
Also on recent systems the System line is not necessary.
1526
Running QueueMetrics / Re: Answered calls by queue- Wrong
« on: March 10, 2010, 12:58:30 »
You mean you have them right when reporting separately but not when together?
have you tried MultiStint mode?
have you tried MultiStint mode?
1527
Running QueueMetrics / Re: Asterisk Error Message on Agent Add Member
« on: March 10, 2010, 12:56:33 »
We'll have to investigate into this issue further.
We track this as bug #1016
We track this as bug #1016
1528
General Asterisk configuration / Re: Asterisk 1.6 - Agents not logged appearing in Realtime
« on: March 10, 2010, 12:54:11 »
Not sure I understand - can you post a screenshot?
1529
General Asterisk configuration / Re: QM Issue with TB 2.8
« on: March 10, 2010, 12:53:39 »
1. you have to capture the Asterisk CLI output when you send a commend from QM.
2. See e.g. http://queuemetrics.com/faq.jsp#faq-042-different_manager_port
2. See e.g. http://queuemetrics.com/faq.jsp#faq-042-different_manager_port
1530
General Asterisk configuration / Re: QM Issue with TB 2.8
« on: March 09, 2010, 09:27:32 »
What do you get on the CLI with verbosity 99 when you have QM send a call?
Also: did you define the AMI connection?
Also: did you define the AMI connection?