Messages

16

Running QueueMetrics / Re: Attended transfer does not show up in QueueMetrics

« on: December 06, 2007, 19:46:07 »

This looks really interesting...  would you like to share your configuration?

no problem... send me a PM telling me what you'd like to see (i.e. just extensions.conf? or???) and the email you'd like me to send it to

17

Running QueueMetrics / Re: Attended transfer does not show up in QueueMetrics

« on: December 04, 2007, 21:59:13 »

a little something i should point out...

keep in mind that a transfer isn't THAT different than a call... (i.e. you can't transfer to a number that isn't even in the same context... that is... if your phone is in context qm_internal and my phone is in my_internal -- you can't dial or transfer to me if one context isn't included in the other)... so maybe look into evaluating the length of the calling number (assuming you're using an internal ext scheme of say four numbers) and possibly assigning a variable of 'transfer' and then passing that to queuedial.agi...

seems to work fine for me... i.e. QM picks up the transfer etc. but then again who am I to say what should and should not be done.

18

Improving QueueMetrics / Re: Agent Calls Per Day?

« on: July 27, 2007, 17:33:36 »

well it will do it if you run a daily... or if you run a report based on per agent...

But running 30 reports or running 200 reports... seems like it would be a great deal more time-consuming and less efficient than running one.

19

Outbound and QueueMetrics / Re: Asterisk 1.4.8 - warnings about DeadAGI on a live channel

« on: July 19, 2007, 15:20:12 »

yeah that was a pretty unpleasant surprise for me as well...

20

Improving QueueMetrics / Re: Agent Calls Per Day?

« on: July 19, 2007, 15:18:40 »

Close but not quite.

What I'm looking for would display the total calls/call time in a day per agent (not just the session times).

To explain the logic -- they like to monitor each agent's call-time on a monthly scale (i.e. to help determine what areas an agent may need improvement in...) and the quickiest/easiest way to see that is to look at the total calls in the call-center... and which agent made X amount of calls for X amount of time each day in the month.

Say there were a total of 30,000 calls in the month of June... the Ops Dir pulls the report and sees that AgentA had an avg of 5 hrs call time per day... but only took 10 calls (thus each call lasted 30 mins) -- why were the calls lasting so long? Is the Agent chatting up the customer? Intentionally being slow? etc.

On the flip-side... say AgentB had an avg of 200 calls per day... each lasting about 15 seconds. What's going on there? Is the agent calling... and hanging up?

See where I'm coming from?

21

QueueMetrics installation / Re: Unable to get live call monitoring working

« on: July 17, 2007, 20:44:23 »

Hmm. That said (assuming you turned the Manager on) -- I really don't see where I can offer you any help; esp. since you've noted that you see no incoming packets on the correct port.

22

Improving QueueMetrics / Agent Calls Per Day?

« on: July 17, 2007, 19:31:47 »

What about showing (or optionally showing) agent calls/call time per day?

To elaborate:

On running a custom report for an entire month, a manager can see how many calls were answered/unanswered per day, the avg. wait time per day, the distribution per hour, etc... something the Director of Ops here pointed out that would be rather useful is the ability to break it down to call-time per agent per day without having to go in and individually select each agent (not such a problem if you only have 10 agents... but what if you have 100?).

23

QueueMetrics installation / Re: Unable to get live call monitoring working

« on: July 17, 2007, 19:24:38 »

try setting your callfile.dir to an actual directory

i.e. /var/spool/asterisk/outgoing

(as a default directory for where your .call files are stored)

Also -- did you create a queuemetrics context in your extensions.conf?