Topics

1

Running QueueMetrics / Adjusting Agent Options when adding/removing member and pausing/unpausing

« on: January 29, 2013, 01:14:22 »

We have an issue where agents often enter the wrong "current extension" when adding/removing member and when pausing/unpausing.  I read somewhere (a while back) that it is possible to make this field uneditable with the agent's current extension entered by default.  This is already the case on the "agent code" fields for all of these.  I have search but have not been able to find the correct piece of code to edit for this.  Does anyone know where this would be?  Thanks!

2

QueueMetrics installation / SOLVED Recreating QueueMetrics Server issues...

« on: September 09, 2012, 23:16:10 »

Hello,
   We recently suffered a catastrophic failure of our VMs, and lost our entire QM system...  I have been trying to rebuild the QM server, following the guides but am not having any luck...  Can anyone point me in the right direction?  Our server is a VM running CentOS.  We had TomCat running it in the past, and are fine with staying with that...  Thanks for any help...

--Charles...

3

Scripting QueueMetrics / Pulling QA Notes data from QueueMetrics

« on: July 30, 2012, 21:19:45 »

I'm trying to pull the data that is stored in the QA Notes fields (along with the specific call information) from QM.  Is there a way that I can pull the specific data through XML-RPC?  I was experimenting with just pulling it out of the MySQL database, which worked fine.  I am just having trouble getting connections to the server, due to security...

So basically, I'd either like to pull all of the QA data or pull the results of a SP that I already have in place in MySQL, through XML-RPC.  Any thoughts on this?  ANy help would be appreciated.  I have looked through the manuals, but have not found anything that accesses the QA Notes data.


EDITED:
I mode some more progress, but not 100%.  I am able to pull the actual data from the Queue Details (DetailsDO.CallsOK), but still unable to gather any actual data from the QA Form Comments (QualAssFormDO.Comments).

This returns all of the data for the past day, the same as I would see it online:

Code: [Select]

res2 = server.QM.stats("605|610", "robot", "robot", "", "", yesterday+".00:00:00", today+".15:59:59", "", ['DetailsDO.CallsOK']);
While this just returns a header row with now actual data below it:

Code: [Select]

res1 = server.QM.qaformreport("605|610", "robot", "robot", yesterday+".00:00:00", today+".23:59:59", "", "QA-Test", "", ['QualAssFormDO.Comments']);
Anyone have any thoughts???

Thanks, still hoping for help, while I continue to experiment...
--Charles...

4

Running QueueMetrics / [SOLVED] "Link URL" icon not working for calls

« on: July 30, 2012, 17:49:50 »

Hello all,
   I am new to QueueMetrics, so forgive me if this is a basic question.  I have recently encountered an issue where a client is trying to listen to call recordings but is directed to a strange (almost default/unconfigured looking) URL.  They select the Activity report frmo the main menu, then the Ans. Dt. tab from the report page.  But, if they click on the "Link URL" icons in the Queue Details section, they are taken to a URL like this:

http://server/app?agent=agent%2F7112&unique=1343574475.453958

My concern is that is actually has "server" in the URL, as though it was never configured completely.  Any thoughts on how to configure this, so that they can use that icon?  They are able to click the "Details" icon and get to the call recording, as a temporary solution.  But, we (I) need to figure out why this one shows server, instead of our actual server.

--Charles