Messages

1366

Running QueueMetrics / Re: about Translate to my language

« on: May 17, 2010, 09:54:03 »

yes the configuration section is not - in general - internationalized.
To which language would you like to translate QM to?

1367

Running QueueMetrics / Re: inbound calls waiting too long to be answered

« on: May 14, 2010, 12:08:44 »

About #1, call distribution is entirely up to Asterisk - so you should check what happened ta the Asterisk level.

About #2, you need to change the extensions_queuemetrics.conf file so that it suits the channel format you are using - it may be Agent/XXX or Local/XXX or SIP/XXX

1368

General Asterisk configuration / Re: "Agent status cannot be determined" on agent screen

« on: May 14, 2010, 12:04:25 »

 

1369

General Asterisk configuration / Re: "Agent status cannot be determined" on agent screen

« on: May 12, 2010, 09:44:48 »

You should have all Asterisk servers in the same time zone; if not data may be off.

1370

Running QueueMetrics / Re: Schedule Adherence Calcuation

« on: May 12, 2010, 09:43:15 »

No the percentage is expressed in terms of "works power" over all agents/periods.

Like in this semplified example:
 
3 agents working at 9 AM
4 agents working at 10 AM
5 agents working at 11 AM

Total agent power = (3+4+5) = 12

So

3 / 12 = 25% agents working at 9 AM
4 / 12 = 33% agents working at 10 AM
5 / 12 = 41% agents working at 11 AM

1371

Running QueueMetrics / Re: Reports

« on: May 11, 2010, 16:02:23 »

If you need him to only see Agent A, create a Location that Agent A belongs to, and key protect it. So whgen the location is selected, only agent A will be seen.

1372

Running QueueMetrics / Re: Schedule Adherence Calcuation

« on: May 11, 2010, 16:01:06 »

That is supposed to be a percentage of all the agents known in that period.

1373

General Asterisk configuration / Re: "Agent status cannot be determined" on agent screen

« on: May 11, 2010, 15:59:00 »

Are you sure the servers are time-aligned over NTP?

1374

QueueMetrics news / QueueMetrics on Twitter

« on: May 11, 2010, 15:57:38 »

If you have a Twitter account, you can keep yourself informed on QueueMetrics news and updates through: http://twitter.com/queuemetrics

Thanks!

1375

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

« on: May 08, 2010, 19:39:59 »

See http://queuemetrics.com/faq.jsp#faq-062-qm_numbers

1376

Realtime Live / Re: Calls in Realtime Live

« on: May 07, 2010, 10:30:19 »

Try this: check a call that comes in - take the time when the call is placed and write it down.
Then look it up in QM reports.
When you see it, look at the time QM shows and the delta from the one you wrote down.

1377

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

« on: May 07, 2010, 10:28:46 »

It *was* unanswered when the time period finished.   

1378

QueueMetrics installation / Re: Unnown URI schema

« on: May 07, 2010, 10:26:40 »

Did you change the config file to set up the wizard?
Yes that's under queuemetrics/WEB-INF/configuration.properties
See the user manual.

1379

QueueMetrics installation / Re: The following error occurred in the Transaction handler

« on: May 07, 2010, 10:24:53 »

Does it show a storage engine called HEAP?

1380

Running QueueMetrics / Re: Reports

« on: May 06, 2010, 18:30:35 »

I actually have this issue as well.  I brought it up here: http://forum.queuemetrics.com/index.php?topic=624.0  but never was able to solve it.

The issue is that when running a report on a specific queue, the Agents tab displays information about every single agent that has received a call and not just the agents in this particular queue.

For example if I run a report on the sales queue and go to the agents tab, under availability it will list agents from sales, support, technology, etc.  I want it to just show availability for agents in the sales queue

I am using security keys but this does not seem to be resolving the issue...

When you run a report, you see all agents that took at least one call on the queues you selected. So as you restrict visibility by queues, you see them all that worked on queues you're supposed to see.