Messages

16

Improving QueueMetrics / Re: SLA per period. Example, per day, per hour.

« on: September 23, 2008, 22:33:51 »

I built a php script that runs out of cron every hour. it looks at the queue_log table and calculates the past hour and past 24 hour SLA% then inserts it into it's own database.  Then I built a graphing front end that uses PHPGraphLib to display a nice graph of the SLA's for the selected search times/dates.

If this was included into QM, I would be a happy developer 

17

Running QueueMetrics / Re: ACD attempts clarification

« on: February 06, 2008, 19:59:49 »

I might need a bit more clarification.  If I run a custom report, and filter for a specific agent.  Shouldn't the "N. Taken" be the same number as Calls Answered under the Answered tab?  I'm getting different numbers.

18

Running QueueMetrics / After call wait time

« on: February 06, 2008, 18:20:13 »

I don't know if this has been covered before. I tried searching and came up with nothing.

Has anyone created an "after call wait" button.  I was thinking something that used the pauses in QM and set the Agent as busy until they were finished with their ticket. Then another button that set them back to ready.

Any insight would be helpful.

19

Running QueueMetrics / Re: QM and after hours.

« on: January 30, 2008, 17:18:22 »

 

So far so good!
I haven't had any complaints about QM becoming extremely slow after hours. And watching the mysql process doesn't show any bit of a load.   

As far as agents disappearing of off of the real-time reports.  I haven't been awake to watch it happen since I made the change.  I'll have our graveyard guy keep an eye on it tonight.

Once again,
Thanks for all your help.  You guys really do a good job on supporting your product.

20

Running QueueMetrics / Re: QM and after hours.

« on: January 28, 2008, 22:48:45 »

Thanks for your quick response.  That's exactly what I was looking for.

21

Scripting QueueMetrics / Re: Wallboard Example script

« on: January 27, 2008, 10:16:32 »

This wallboard is awesome.  I've changed the colors around and it makes our call center look very professional.  I highly recommend it!

One thought on adding to it.  How hard would it be to grab the current days SLA percentage for All Queues selected and display it in one of the upper corners?

22

Running QueueMetrics / QM and after hours.

« on: January 27, 2008, 10:12:17 »

So I have two questions. Instead of starting two threads, I'll just combine them into one.

1) Every night at midnight. QM seems to clear all agents currently logged in.  I've checked the configuration files and cant seem to find anything. Any ideas on how to stop this?  We run a 24/7 call center and our agents are logging back in to clear this up.

2) Does QM do some sort of database indexing?  It seems that periodically throughout the week around 6 or 7 PM MySQL is at around 100% CPU usage.  I've looked at the process list inside MySQL but don't see anything out of the ordinary.  During the 8-5 hours we have an average of 14 technicians logged in, after hours it's about half that.  So it's not a load problem.  Any ideas?

23

Scripting QueueMetrics / Re: Wallboard Example script

« on: December 24, 2007, 20:59:47 »

 

I got it.  It took some digging.  Looks like I was missing Xerces.

I found this post:

http://astrecipes.net/index.php?from=226&q=astrecipes/xml-rpc+not+working

Hope this helps answer any other questions.

24

Scripting QueueMetrics / Re: Wallboard Example script

« on: December 24, 2007, 18:24:41 »

No idea. Are you using a very recent version of QM? The XML-RPC only kicked in in later versions.

-Barry

Using QM 1.4.2.

One question. Does this script have to be run over Tomcat?  I'm attempting to run it on a different server with Apache2, php and pear installed.

25

Scripting QueueMetrics / Re: Wallboard Example script

« on: December 21, 2007, 22:03:30 »

 

I'm unable to get this script to work.
I receive this error:

Fault Code: 5 Fault Reason: Didn't receive 200 OK from remote server. (HTTP/1.1 302 Moved Temporarily)

My guess is its looking for "/$qm_webapp/xmlrpc.do".  I tried looking through all of the queuemetrics directories but I'm cant find it anywhere.

Any ideas?

26

Running QueueMetrics / Re: Agent goes available after 30 minutes

« on: November 08, 2007, 18:35:11 »

Thanks, that's exactly what I was looking for.  One more question though.  Since it drops it, does it still keep stats on the entire call?

27

Running QueueMetrics / Agent goes available after 30 minutes

« on: November 05, 2007, 19:22:44 »

Hi -

I recently got QM up and running.  I've noticed a small problem.  After an agent is on a call for longer than 30 minutes, QM places them available.  I've checked the queue_log as well as the asterisk cli,  there is nothing in the queue_log that shows them completing the call.  Inside the cli it's showing them Busy.

Any ideas?


Thanks in advance!