QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: hajekd on September 27, 2011, 22:33:08

Title: Realtime page and ready agents
Post by: hajekd on September 27, 2011, 22:33:08: Hello,

we're using QM with dynamic agents with hotdesking and having issues on realtime page with ready agents values. We are generating proper HOTDESK and ADDMEMBER entries eg:

1317152725|1317152725.909Q|7000|Agent/998|HOTDESK|SIP/1999
1317152725|MANAGER|7000|Local/1999@qmqueue/n|ADDMEMBER|

Agent/998 is properly shown on realtime page on the bottom (agent's section) as logged in on extension 1999 and in the queue 7000. This agent has many other queues defined but is not logged in to them. But ready agents values on realtime page will count +1 for each member queue for this agent - but we don't generate ADDMEMBER entries for the other queues.

This is rather misleading when trying to find out how many agents are really available for each queue.

I believe this might be just a configuration bug, be we we're not able to find out any reference in manual to this problem.

Thank you
David
Title: Re: Realtime page and ready agents
Post by: QueueMetrics on September 29, 2011, 11:32:36: It should be something like:

Code: [Select]
1317152725|1317152725.909Q|7000|Agent/998|HOTDESK|SIP/1999 1317152725|MANAGER|7000|SIP/1999|ADDMEMBER|
You add the SIP extension straight to the queue, and it will be decoded as agent/998.
Title: Re: Realtime page and ready agents
Post by: hajekd on September 29, 2011, 12:10:13: Hello,

this is not a solution for the problem. ADDMEMBER entries are generated by asterisk and it is a work for qloader to rewrite it accordingly. So when I'm looking into queue_log SQL table I can see that it is correctly rewritten:

See eg. this entry:
| P001 | 1317288427 | 1317288427.652Q | 8012 | Agent/534 | HOTDESK | SIP/1007 | | | | | 8231213 | |
| P001 | 1317288426 | MANAGER | 8012 | SIP/1007 | ADDMEMBER | |

Thank you
David Hajek
Title: Re: Realtime page and ready agents
Post by: QueueMetrics on September 30, 2011, 11:50:46: I don't understand why you would need rewriting to run hotdesking.
Title: Re: Realtime page and ready agents
Post by: hajekd on September 30, 2011, 12:17:27: Hello-

to summarize the problem: Ready agents value on realtime page are showing incorrect values when using with hotdesking and dynamic queues.

If you think our queue_log entries are not correct can you please give us the example of the correct queue_log entries. I will simulate it myself and see if it works.

Thanks
David
Title: Re: Realtime page and ready agents
Post by: QueueMetrics on October 06, 2011, 12:36:06: You should make sure that the channel ID is the same - e.g. if you call the same channel once SIP/1999 and the other Local/1999@dialplan Qm has no ways of knowing they are the same thing.
Title: Re: Realtime page and ready agents
Post by: hajekd on October 12, 2011, 00:54:41: Hello,

I believe my queue_log entries are correct. Please follow these pictures.

This is clean queue_log - ready agents block shows 0 ready agents for all queues - this is correct

(http://img198.imageshack.us/img198/869/qmend.jpg)

This is after agent login to one queue named Ceska (id 7000), but ready agents block shows 1 for all his defined queues - this is NOT CORRECT, should be only in queue Ceska

(http://img546.imageshack.us/img546/8927/qmstart.png)

The entries after agent login:

| P001 | 1318372815 | MANAGER | 7000 | SIP/1999 | ADDMEMBER | | | | | | 8546066 | |
| P001 | 1318372815 | 1318372815.496Q | 7000 | Agent/998 | HOTDESK | SIP/1999 | | | | | 8546065 | |

Regards,
David Hajek
Title: Re: Realtime page and ready agents
Post by: hajekd on October 25, 2011, 00:20:57: Nothing QM guys? ;-)
Title: Re: Realtime page and ready agents
Post by: QueueMetrics on October 25, 2011, 11:50:42: Quote from: hajekd on October 12, 2011, 00:54:41

This is after agent login to one queue named Ceska (id 7000), but ready agents block shows 1 for all his defined queues - this is NOT CORRECT, should be only in queue Ceska

Try and set no defined queues, so it will pick up data as is and will not have conflicting information. the idea is that if you know the agent is a member, this overrides actual data read.