QueueMetrics > Running QueueMetrics

Agents dissapear out of the Realtime monitor

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Richarddb:
Hi,

Sometimes it happens (not always and not on a particulair time) that agents are calling for a while and suddenly dissapear from the realtime monitor, while they are still calling. Their status in QM changes into green (free) but in fact are still busy. How is this possible, and is there a way to fix this?

Thanks!

barryf:
Hi,

You need to edit your configuration.properties file and change the default.maxOngoingTalkTime setting to be:

default.maxOngoingTalkTime=0

...otherwise QM considers calls of over 2000 seconds (33 min) to perhaps be zombie and clears it.

Hope this helps.

-Barry Flanagan

Richarddb:
Thanks for your answer.

Some time ago i already changed the limit from 2000 to 5000 but yesterday an agent wasnt on the monitor after already 27 minutes, so he should be longer visible. I'll try to put it on 0, maybe it helps. I'll put the result later.

QueueMetrics:
Thanks

Richarddb:
Unfortunately it is happening again. An agent was on the phone for 20 minutes, but dissapeared after 16 minutes of the Wallboard screen.

I already edited the configuration.properties file in:

#If an ongoing call has a talk time that exceeds this value, drop it. 0: ignore
default.maxOngoingTalkTime=0

What can it be?

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