QueueMetrics forum
QueueMetrics => Running QueueMetrics => Topic started by: carlosmp on May 17, 2010, 20:14:11
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We have several inbound/outbound queues, and are noticing that the answered call direction is always showing undefined. We have several main queues defined inobund/outbound, and our subqueues are working correctly. Any ideas on what to look for?
Thanks,
Carlos.
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Did you set the direction for each queue in the queue definition?
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Yes, we have the direction on each of the queues. The only location where we really can't define the direction is the All, which has inbound outbound.
I have the following queues:
Alias = Direction = Queue(s)
00 - All = Undefined = 9001*, 9101*, 9201*, 9601*, 9800*, q-*
01 - All Inbound = In = 9001, 9001.*, 9101, 9101.*, 9201, 9201.*, 9601, 9601.*
01 - All Outbound = Out = 9800, 980.*, q-*
Inbound -AAA = In = 9001.AAA*, 9101.AAA*, 9201.AAA*, 9601.AAA*
Inbound - BBB = In = 9001.BBB*, 9101.BBB*, 9201.BBB*, 9601.BBB*
Inbound - CCC = In = 9001.CCC*, 9101.CCC*, 9201.CCC*, 9601.CCC*
Outbound - 111 = Out = q-1110000, q-111*
Outbound - 222 = Out = q-1110000, q-222*
Outbound - 333 = Out = q-3330000, q-333*
Queue - 9001 = In = 9001
Queue - 9101 = In = 9101
Queue - 9201 = In = 9201
Queue - 9601 = In = 9601
Queue - 9800 = Out = 9800
The only place where Agents are assigned is the Queues that start the Alias with Queue.
When I pull up the Reports on the Queues, the direction is there. But, in any of the subqueue reports(Inbound - xxx, Outbound - xxx), the direction is missing. In the All Inbound report, the direction is there for some of the calls, but for others, it's undefined.
This also brings up another question regarding the use of the wildcards, etc. but I'll start oanohter topic on that...
Thanks,
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That's because at the moment that information is linked to each subqueue, so you'd have to define each with their own direction.
I am opening a feature request so that they may "inherit" this setup.