Topics

1

Running QueueMetrics / Session and pause durations

« on: June 29, 2007, 00:55:54 »

I just realized Session and pause duration in Agents reports doesn't display any information. Here's what I have in queue_log:

1183068337|NONE|NONE|Agent/291|PAUSEALL|
1183068337|1183068337.18761|NONE|Agent/291|PAUSEREASON|21
1183068345|NONE|NONE|Agent/291|UNPAUSEALL|

Funny thing is QM reports the agent as being on pause in realtime monitoring panel. Am I doing something wrong?

And another thing: it doesn't matter the way agents login into the queue (by dialing the appropriate extension from their phone or using QM Log on feature) Inbound Calls panel displays "Agent status cannot be determined".

Your help is appreciated.

2

Running QueueMetrics / Reports - Display Average call length in minutes

« on: April 24, 2007, 19:45:48 »

Here's a request from my QM users: is it possible to display Average call length in minutes, just like Min call length or Max call length?

3

Running QueueMetrics / Can a user change his password by himself?

« on: April 16, 2007, 23:06:34 »

... if you add USRADMIN to his class you basically give him access to all users in your system. Can it be done some other way? I couldn't find any relevant security key in QM manual. If it's not possible maybe you can add this to existing "wish list". 

I know it's not a big deal but it would be nice to have.

Thanks.