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Running QueueMetrics / Hotseating
« on: November 10, 2010, 21:56:13 »
I am running 1.6.2 in hot desk mode. I followed the setup instructions in the documentation. I have previously made older versions of QM work in hot desk environments by manipulating softphones in such a way that an agent always has the same device ... not ideal by any means but it worked and worked well. Now I am trying this new option and I am not getting what I expected or what I wanted. Clearly I am missing something.
All the reports show calls as handled by local/XXXX@context [where XXXX is the extension number] rather than by Agent name or Agent ID [this is with the rewiteLocalChannels = false]. If I set that to true, then calls show up as being handled by Agent/XXXX but XXXX is still the extension number so that is meaningless and so no names show up at all Agents Logged In. [When the indivual agents login to QM and see no history of their calls at all.]
In the Realtime reports, under Agents Logged in, I get a listing of Agents by Name but it does not show which agent is on which extension. This is a major headache since we have 70+ agents and not knowing who is where and when is a show stopper. This also does not show any information as to which queue(s) the Agent is serving.
Below the Agents listed by name but in the same table, I then get a listing by extension. The listing by extension correctly shows which queues each extension is serving, and correctly shows its status [available, busy, paused]. This section also correctly shows information like when the login took place and last call etc...its just all by extension.
Agent logins/logout show up fine as do Agents pauses/unpauses.
What have I missed here?
All the reports show calls as handled by local/XXXX@context [where XXXX is the extension number] rather than by Agent name or Agent ID [this is with the rewiteLocalChannels = false]. If I set that to true, then calls show up as being handled by Agent/XXXX but XXXX is still the extension number so that is meaningless and so no names show up at all Agents Logged In. [When the indivual agents login to QM and see no history of their calls at all.]
In the Realtime reports, under Agents Logged in, I get a listing of Agents by Name but it does not show which agent is on which extension. This is a major headache since we have 70+ agents and not knowing who is where and when is a show stopper. This also does not show any information as to which queue(s) the Agent is serving.
Below the Agents listed by name but in the same table, I then get a listing by extension. The listing by extension correctly shows which queues each extension is serving, and correctly shows its status [available, busy, paused]. This section also correctly shows information like when the login took place and last call etc...its just all by extension.
Agent logins/logout show up fine as do Agents pauses/unpauses.
What have I missed here?