Topics

1

Improving QueueMetrics / Incorrect sorting (non numeric) on UN17 - Call Overview

« on: March 26, 2020, 23:15:16 »

I have used the UN17 - Call Overview panel in a custom report. The table is automatically sorted on the "Calls Offered" column. This column is not sorted correctly for the numeric values. Seen with QueueMetrics version 19.10.9 (latest version when posting this). Here is an example:

There are likely other report panels with this problem but I noticed it specifically on 'UN17 - Call Overview'.

2

Running QueueMetrics / QM sometimes missing hangup for outbound calls since upgrade Asterisk 11 to 13.

« on: April 28, 2015, 18:43:31 »

Hello. We upgraded from Asterisk 11.6-cert9 to Asterisk 13.1-cert2 and, to resolve the AMI connection issues we upgraded Queuemetrics 14.06.2 to 15.02.2. We have started to see outbound calls sometimes being seen as ongoing forever in the Realtime page and we never experienced this prior to the upgrade.

We upgraded two locations on 4/25. I have had to cut one ongoing outbound call on one system and two ongoing outbound calls on the other. This does not always happen as both systems make many outgoing calls.

We are using qloader.pl 1.29 to populate the MySQL database. I have made sure that all of the records appear in the MySQL queue_log table and I compared records from before the upgrade and they look identical. Here is an example:

Before upgrades:

# partition, time_id, call_id, queue, agent, verb, data1, data2, data3, data4, data5, serverid, unique_row_count P001, 1429931596, system-name-1429931489.57245, outbound, Agent/6111, COMPLETEAGENT, 12, 95, , , , , 1 P001, 1429931501, system-name-1429931489.57245, outbound, Agent/6111, CONNECT, 12, , , , , , 1 P001, 1429931489, system-name-1429931489.57245, outbound, Agent/6111, CALLOUTBOUND, , 2345671234, , , , , 1

After upgrades:

# partition, time_id, call_id, queue, agent, verb, data1, data2, data3, data4, data5, serverid, unique_row_count P001, 1430188108, system-name-1430188016.8627, outbound, Agent/6111, COMPLETEAGENT, 19, 73, , , , , 1 P001, 1430188035, system-name-1430188016.8627, outbound, Agent/6111, CONNECT, 19, , , , , , 1 P001, 1430188016, system-name-1430188016.8627, outbound, Agent/6111, CALLOUTBOUND, , 15555551234, , , , , 1

I do not see a difference in the format of the log but there still seems to be a problem. Both systems have been running Asterisk/QM for nearly 2 years and this is the first time we have ever seen ongoing calls. Any help/suggestions would be appreciated. Thank you.

3

Improving QueueMetrics / QM 13.12.1 - Realtime stops updating after using wand in Firefox.

« on: December 19, 2013, 18:11:19 »

I have upgraded from 13.04.2 to 13.12.1. I have found that, when using Firefox, the realtime page will stop auto updating after doing anything with the wand. Even hovering over the icon is enough to stop the updating. Once I click on Reload then it will being updating again. I see this behavior in Firefox 26.0 (the latest version) but cannot reproduce the problem with Internet Explorer or Chrome. Thank you.

4

Improving QueueMetrics / Option to go straight to call detail/recording from Agent Live page

« on: December 14, 2013, 20:27:29 »

I have a call center that deals with security calls where the agents often need to reference their recorded call quickly. Currently the agent has to leave their live page, run a report, scroll to the call, open the call details, then click the recording. I know this feature may not usually be useful but it would be nice to have the option to allow the agent to go straight to the details and/or recording from the live page. I have tried using the crmapp option and custom URL when placing the caller into the queue but it only results in the Illegal File page. Maybe someone has an idea of how I can accomplish this? Thank you.

5

Improving QueueMetrics / Improve Attention Levels

« on: October 11, 2013, 17:38:08 »

1. Allow the realtime and wallboard pages to use the attention levels defined for the individual queues instead of only the queue group currently being viewed. For example, I define Q1 and Q2 with their attention levels. If I am viewing All Queues then the attention levels for Q1 and Q2 are ignored. We use queues for high priority calls but there is no way to indicate this queue individually when viewing a group of queues.

2. The attention levels currently only take a simple value or "=", "<", ">", "!=" operators. It would be nice if it could handle something a little more complex like, for example, ">5 | >agents" (greater than 5 OR greater than the number of agents logged in).

6

Improving QueueMetrics / Answer/Unanswered Details blank in PDF report.

« on: September 28, 2013, 17:34:28 »

The Answered and Unanswered  Detail pages are blank in generated PDF reports. I have tested many times with different amounts of call records and those pages in the generated PDF are always blank. Thank you.

7

Improving QueueMetrics / Reset Query Parameters does not clear all filters

« on: August 28, 2013, 21:23:47 »

Version 13.04.2. The Reset Query Parameters only clears a few of the filters once they have been set in the Custom Report filter. Only the Agent, Location, Time Zone Offset, and Non-contiguous time clears. All reports run from the front page will continue to run filtered until the user goes back to the custom report filters and manually removes each field.

8

Improving QueueMetrics / Accurately show agent unavailable in Realtime/Wallboard.

« on: June 20, 2013, 20:44:05 »

Realtime/Wallboard will only show the agent as unavailable if the current queues being viewed include the queue the agent is currently on call with. For example, I have queue1, queue2, outbound, and All Queues. Unless I add outbound to All Queues, the agent will continue to show as available in Realtime and Wallboard.

9

Improving QueueMetrics / Show agent as in wrapup on hangup

« on: June 20, 2013, 20:26:22 »

The Realtime/Wallboard should automatically show that the agent is in wrapup if I define the wrapup time in QueueMetrics for the queue. Currently even if I set the wrapup time for the queue in QueueMetrics to match the wrap I defined for the queue in Asterisk, QM will immediately show the agent as available on hangup.

10

Running QueueMetrics / Incorrect number of agents reported on realtime and wallboard.

« on: May 16, 2013, 18:24:42 »

My agents log in to different queues as needed. The problem is that if any level (Main, Wrap, Spill) is defined for an agent then the realtime and wallboard pages list them as available for all queues when only logging into one. If I don't define any levels for the agents then the realtime/wallboard numbers are correct but broadcasts to a specific queue will never be seen by them. Has anyone seen this or have a configuration recommendation? Thank you.