Topics

16

Running QueueMetrics / Map user to Agent

« on: April 29, 2010, 16:53:29 »

Is it possible to map a user to an agent?  By this I mean that I would like my users to login to queuemetrics with a user id such as "bhenry" but still be able to see their queue status on the agent page.  Currently we are using Agent/1234 as the queuemetrics login and would like to change to user ID.

17

Running QueueMetrics / Answered calls by queue- Wrong

« on: March 09, 2010, 22:51:19 »

Answered calls by queue is showing wrong data.  I have configured cascading queues in Asterisk and they are in QM as ProductQueue1 (330) and ProductQueue2(331).  I have agents configured on ProductQueue1 and ProductQueue2 respectively.  I then have ProductQueueAll configured in QM which contains "330|331" and is used to run reports for the ProductQueues as a whole.  The problem is that when I run reports on ProductQueueAll, the "answered calls by queue" doesn't report the correct number of calls answered for ProductQueue2(331).  Also, under "Detail of answered calls", the Queue column displaya ProductQueue1 in mostof the instances when the call was actually answered in ProductQueue2.  I have double checked that the agents are in the correct queues so I am not sure what is going on.

Regards,
Brendan Henry

18

Scripting QueueMetrics / Email Alerts

« on: February 26, 2010, 16:04:56 »

My support team has been asking me for a method for email alerts when wait time gets above a threshhold.  We are currently using the realtime monitor alerts but having an email notification would be even easier.  I am willing to script something to get this working but I was wondering if you could give me push in the right direction for the best way to do this.  It seems to me like there might be a way to leverage the existing alert system and add email functionality to it.

Your help is much appreciated.

19

Running QueueMetrics / autoopenurl

« on: February 16, 2010, 16:27:48 »

I used the custom agent buttons to have a button that opens a salesforce page that matches the Caller ID of the last call taken by the agent.  Is there a way to make this auto open every time they get a call?  As far as I know the autoopenurl is for opening queuemetrics call details right?


Regards,
Brendan Henry

20

Running QueueMetrics / Issue with Pause

« on: January 25, 2010, 21:03:00 »

I am running version 1.5.5 with seperate mysql,asterisk, and tomcat servers.  We have weekend support on saturday which is usually handled by a single agent.  The agent had logged in and calls were waiting in the queue but these calls were not being distributed to him.  At our call center, we employ autopause whenever there is a missed call so my first thought was that the agent was paused on asterisk but the pause status was not reflected in Queuemetrics (This happens somewhat frequently).  I ran a quick daily report but found no pause details on the agents tab.  I ran a few more custom reports etc but found no pauses.  I ran a 30 day report for this agent and found the pauses that I was looking for.  He was paused the whole day!  What I believe happend is that since this agent only works on weekends, he had logged out while paused last week.  Because the report I was running did not include the date that his initial pause took place, it did not show up.  is this a reasonable explanation?

Is there any way on the Asterisk side to have my agents automatically be unpaused when they logout?


Regards,
Brendan Henry

21

Running QueueMetrics / Seperating Agents on the Agent tab by Queue

« on: September 03, 2009, 21:00:11 »

I am running version 1.5.0 so maybe this was fixed in one of later releases but I have multiple departments using the same database and queuemetrics page and the agents report tab contains agents of both departments.  For example if I run a report for the Sales department, I see agents from both the Sales Queue and the Support Queue on the agents tab.  I would like to only see agents from the Sales department in this scenario.  Is there a way to do this or have I misconfigured something?

Regards,
Brendan Henry

22

Running QueueMetrics / Call Recording Local Files By Day

« on: April 09, 2009, 16:40:14 »

I am trying to use the Local Files By Day method of recorded file retrieval but am running into a problem.  When I set default.monitored_calls=/HQASX/Recordings/%YY-%MM , the links to the recorded files does not show up (I assume this means that it can not fine the file in the specified folder).  /HQASX/Recordings/ is a samba mount to windows share.  It contains folders 2009-03 and 2009-04.  When I set default.monitored_calls=/HQASX/Recordings/2009-04, the links to the recordings are there and this functions as it should.

What am I doing wrong?  Might this have something to do with it being a samba mount?

23

Running QueueMetrics / Agent Login - Multiple Asterisk Boxes

« on: February 17, 2009, 14:50:57 »

I am trying to setup redundancy for my Asterisk server.  At the moment I have a hot spare ready to go in the case of a crash but one issue is that information about which agents are logged in / paused will be lost when I flip to my secondary server.  I would like to have my agents actions that are performed on the agent login page be performed on both servers.  Meaning that when an agent logs in to the main asterisk server they are also logged into the backup asterisk server.  Is this currently possible?

Here is my info from configuration.properties as it stands: callfile.dir=tcp:ID:password@x.x.x.x

Regards,
Brendan

24

Running QueueMetrics / remotely stored recorded calls

« on: January 19, 2009, 21:30:40 »

I haven't completely thought this through yet but I will need to be recording calls for at 4-6 weeks with an estimated size of ~100 Gigs which will be stored remotely.  Is there a way for Queuemetrics to access these files.  Should I just use mount the other directory on to my Queuemetrics server?  My goal is to have all of these recorded calls accessible to my support managers.  So far I have been able to do this with locally recorded files.

Thanks!

25

QueueMetrics installation / Pause Status not changing in reports

« on: January 09, 2009, 19:45:36 »

I am having a problem with pause status not changing when an already paused agent updates his status.  In the agent pause details you only see the agents initial pause and not the subsequent pause when the agent changes his pause reason.  For instance we are seeing agents who are pausing under code "Lunch" then come back and change their pause code to "Filing".  This does update the realtime monitor but these changes are not reflected in the agent pause detail reports.  Please let me know if there is a solution ?

26

Improving QueueMetrics / Agent Login Data

« on: December 30, 2008, 00:05:56 »

I would like to see a more intuitive report for agent login data.  I realize that I can see when an agent logged in and out with agent session details but I am looking for something to tell me more details such as:
when the did the agent login - when did they log off - how many calls they took - how many they missed - what was their talk time - what was their avail time in queue - what was there away time from the queue what was their average handling time.

These are things that my support managers have asked for in one single page.

Thanks!
Brendan

27

Running QueueMetrics / Call Recording

« on: December 02, 2008, 15:35:23 »

I am trying to get the call recording working through queuemetrics but I am running into some problems.  I am getting this error:
Unreadable or missing file: '/%20ISHELP-1228227244.60.wav'
This is the address that gives the error:
http://ipofserver:8080/queuemetrics-1.4.7/qm/qm_popup_streamAudio.do?/var/spool/asterisk/q/%20ISHELP-1228227244.60.wav
I have enabled the key CALLMONITOR for my user.
I have set default.monitored_calls=/var/spool/asterisk/q/
My Asterisk setup is set to
exten => 200,2,Set(MONITOR_FILENAME=/var/spool/asterisk/q/ ISHELP-${UNIQUEID})
and monitor-format = wav in the queue.
The recorded file exists and is playable but I have not gotten it to play through queuemetrics.
Is there anything else I need to enable?  To me the address looks a little fishy and I will start there. 

28

Running QueueMetrics / Agent received call on pause?

« on: November 25, 2008, 23:42:00 »

I have an agent that receive a call on pause.  I don't know how this is possible as she is a member of only one queue.  We are using the qm agent login page for login/out/pause etc.  The QM records show that she was paused during the time of the missed call.  I realize that this may be an Asterisk configuration but any ideas?

29

Running QueueMetrics / Alphabetize agent list on Realtime page

« on: November 24, 2008, 23:36:55 »

Not a deal breaker but is there a way to alphabetize the list of agents on the realtime page?  My Support Managers are asking about it.

30

General Asterisk configuration / Logged in Agents are not showing in Real Time page

« on: November 19, 2008, 19:03:47 »

We have recently started using the queuemetric's agent login page to log agents into queues.  Agent Login is working great and the feature is very useful. 
The problem I am having is that after 12+ hours (overnight) logged in agents no longer show up on the Real Time page but are in fact still logged into Asterisk.  The agent's log in page still shows the agents as logged in but the Real Time page does not. 

realtime.max_bytes_agent is set to 250000
default.permanentCallBackAgents=true

Any ideas?