QueueMetrics > Running QueueMetrics
[solved] how availability sessions are measured?
qmax:
--- Quote from: QueueMetrics on June 06, 2009, 08:17:55 ---In QM, an Addmember will log on the agent as well.
--- End quote ---
as far as i understand call-center business logic,
adding agent to queue can not mean this agent is available.
it is a matter of asterisk configuration and/or agents organization.
i supposed, that queues/agents are to be configured before they start to work, possible staying configured for days or ever weeks.
and when agent logging in, it signals to system that it is ready to accept calls from previously assigned queues.
what working scenario QueueMetrix is intended to use with?
the only possible solution i see here is then agents logins and joins queue simultaneous.
qmax:
ok.
another solution came in mind.
we could avoid logging add/remove member completely
but rather somehow setup or patch asterisk to queue_log login/logoff along with queue number.
will QM recognize this weird mode?
QueueMetrics:
--- Quote from: qmax on June 08, 2009, 12:10:27 ---
i supposed, that queues/agents are to be configured before they start to work, possible staying configured for days or ever weeks.
and when agent logging in, it signals to system that it is ready to accept calls from previously assigned queues.
what working scenario QueueMetrix is intended to use with?
the only possible solution i see here is then agents logins and joins queue simultaneous.
--- End quote ---
That is for "thrue" agents - you have an existing confuhiration and they are bootstrapped with the correct queue associations. With AddMember, this is not so.
In any case, as we are speaking of the ACD module, if you want to log on an agent and have him/her NOT receive calls immediately, you should do a Logon + Pauseall.
qmax:
--- Quote from: QueueMetrics on June 10, 2009, 09:05:33 ---
--- Quote from: qmax on June 08, 2009, 12:10:27 ---
i supposed, that queues/agents are to be configured before they start to work, possible staying configured for days or ever weeks.
and when agent logging in, it signals to system that it is ready to accept calls from previously assigned queues.
what working scenario QueueMetrix is intended to use with?
the only possible solution i see here is then agents logins and joins queue simultaneous.
--- End quote ---
That is for "thrue" agents - you have an existing confuhiration and they are bootstrapped with the correct queue associations. With AddMember, this is not so.
In any case, as we are speaking of the ACD module, if you want to log on an agent and have him/her NOT receive calls immediately, you should do a Logon + Pauseall.
--- End quote ---
do you mean, that for "true" agents - we should have static configuration in queues.conf?
and then agents need just to login (using AgentLogin) anf logof (using hangup) ?
static queue member configuration is not appropriative for us - for some queues it may change during the day several times, while for others - it may stay unchanged for weeks.
thus we are looking for a way to reconfigure queue member on the fly.
still no good solution.
QueueMetrics:
To me, the easiest way would be mintaining agent-queue associations in QM and using the AddMember buttons to do an "add all" - this will call Asterisk behind the scenes and log on the agent by adding it separately to each queues.
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