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Running QueueMetrics / Re: Adjusting Agent Options when adding/removing member and pausing/unpausing
« on: February 06, 2013, 18:18:34 »
That would be good. Thanks!
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Running QueueMetrics / Re: Adjusting Agent Options when adding/removing member and pausing/unpausing
« on: February 05, 2013, 17:45:53 »
Nah, the controllers of the money won't go for paying for a simple upgrade like that. It is something that agents can be held responsible for. Thanks though...
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Running QueueMetrics / Re: Adjusting Agent Options when adding/removing member and pausing/unpausing
« on: February 04, 2013, 19:42:17 »
That is what we want to do... The agent code (in our instance) is always the same thing as their extension. Our agents do not roam, and are always at the same extensions.
It sounds like you are saying that it would be a trivial thing to get this set up. Are there any guides for this type of customization? Thanks!
It sounds like you are saying that it would be a trivial thing to get this set up. Are there any guides for this type of customization? Thanks!
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Running QueueMetrics / Re: Adjusting Agent Options when adding/removing member and pausing/unpausing
« on: January 31, 2013, 14:49:57 »
So when the screen loads, even though it knows that the agent code is, say, 1234. It cannot be told to just put that same extension into the extension field and disable that field? From a web development standpoint, that is a very basic task.
I'm curious as to why that would not be a very basic feature... Is this something that is in the works? Or is this something that will cost us another 3-5K to get implemented?
I'm curious as to why that would not be a very basic feature... Is this something that is in the works? Or is this something that will cost us another 3-5K to get implemented?
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Running QueueMetrics / Re: Adjusting Agent Options when adding/removing member and pausing/unpausing
« on: January 29, 2013, 16:40:33 »
I did see that option. But, is it possible to have that field automatically filled out, and disabled, so that they can not even mess with it? The issue is not always with them entering non-numeric characters. Sometimes they will enter the wrong extension. Thanks for the assistance.
--Charles
--Charles
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Running QueueMetrics / Adjusting Agent Options when adding/removing member and pausing/unpausing
« on: January 29, 2013, 01:14:22 »
We have an issue where agents often enter the wrong "current extension" when adding/removing member and when pausing/unpausing. I read somewhere (a while back) that it is possible to make this field uneditable with the agent's current extension entered by default. This is already the case on the "agent code" fields for all of these. I have search but have not been able to find the correct piece of code to edit for this. Does anyone know where this would be? Thanks!
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QueueMetrics installation / SOLVED Re: Recreating QueueMetrics Server issues...
« on: September 10, 2012, 01:38:22 »
I wound up just doing it piece by piece, instead of following the install guide... IT worked...
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QueueMetrics installation / SOLVED Recreating QueueMetrics Server issues...
« on: September 09, 2012, 23:16:10 »
Hello,
We recently suffered a catastrophic failure of our VMs, and lost our entire QM system... I have been trying to rebuild the QM server, following the guides but am not having any luck... Can anyone point me in the right direction? Our server is a VM running CentOS. We had TomCat running it in the past, and are fine with staying with that... Thanks for any help...
--Charles...
We recently suffered a catastrophic failure of our VMs, and lost our entire QM system... I have been trying to rebuild the QM server, following the guides but am not having any luck... Can anyone point me in the right direction? Our server is a VM running CentOS. We had TomCat running it in the past, and are fine with staying with that... Thanks for any help...
--Charles...
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Scripting QueueMetrics / Re: Email Alerts
« on: August 09, 2012, 14:49:42 »
Was anything ever done with this request? I've been asked for a similar thing from my senior management team.
--Charles
--Charles
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Scripting QueueMetrics / Re: Pulling QA Notes data from QueueMetrics
« on: August 07, 2012, 16:50:28 »
Yes, there is a ticket open about it now. Marco is assisting with it. Thanks, I'll post the final resolution here when we are finished.
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Scripting QueueMetrics / Re: Pulling QA Notes data from QueueMetrics
« on: August 06, 2012, 15:16:13 »
Any thoughts on why the QA data will not pull, then? I can pull anything else, just not that specific data. The specific information that they want is: Call_ID, Time_ID, Agent, Call_Reason, Form_Comments, Queue, and caller (stored in the Data 2 field). As I mentioned, I'm pulling this data via a MySQL SP, that is being run by a Bash script, and then emailing me the file. But, that is just something I wrote up as a temporary solution. Thanks for any help with this one.
--Charles.
--Charles.
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Running QueueMetrics / [SOLVED] Re: User logged into queues that she is not a member of
« on: August 06, 2012, 15:09:28 »
Makes complete sense, to me. I'll start the process of modifying how we have our keys. Thank you for the information! It was very helpful.
--Charles
--Charles
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Running QueueMetrics / Re: "Link URL" icon not working for calls
« on: August 03, 2012, 17:35:34 »
Thank you! That does make sense. I'll review this with the client and our management team to see if they want to actually use the button.
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Scripting QueueMetrics / Re: Pulling QA Notes data from QueueMetrics
« on: August 03, 2012, 16:06:33 »
Hello,
Yes, I have actually looked at the information one the website, and am using that to find the data. I can pull the info from MySQL through a stored procedure that I created, but that is really "hacky" and I'd like to do it using your interface. I've tried it with the actual dates typed in, as well... If I can provide any more info to help, please let me know...
--Charles
Yes, I have actually looked at the information one the website, and am using that to find the data. I can pull the info from MySQL through a stored procedure that I created, but that is really "hacky" and I'd like to do it using your interface. I've tried it with the actual dates typed in, as well... If I can provide any more info to help, please let me know...
--Charles
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Running QueueMetrics / Re: User logged into queues that she is not a member of
« on: August 03, 2012, 16:03:41 »
Hello,
Some additional information about this issue:
We have removed the agents from everything we can find that shows them in the queues, but they are still able to see the queue (and add themselves to it) in the "Add Member" drop down. The only think I can think of that might be the issue is the Display Key? For instance, with on of the issues, the queues all have a Display Key of "WA". But the agents are only members of some of those queues. The agents do have the WA key in the settings though. Could this be the issue? It is the only common factor that I can find remaining... Thanks for any assistance.
--Charles Bastian
Some additional information about this issue:
We have removed the agents from everything we can find that shows them in the queues, but they are still able to see the queue (and add themselves to it) in the "Add Member" drop down. The only think I can think of that might be the issue is the Display Key? For instance, with on of the issues, the queues all have a Display Key of "WA". But the agents are only members of some of those queues. The agents do have the WA key in the settings though. Could this be the issue? It is the only common factor that I can find remaining... Thanks for any assistance.
--Charles Bastian
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