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Messages - qmax

Pages: 1 2 3 [4]
46
Running QueueMetrics / Re: how availability sessions are measured?
« on: June 05, 2009, 15:46:44 »
Quote from: QueueMetrics on June 05, 2009, 11:08:30
You should either use AGENTLOGIN or ADDMEMBER, not both.

How?
ast cmd AddQueueMember assigns agent to queue, but does not logs agent.
ast cmd AgentLogin logs agent, but do not assign it to queue.


47
Running QueueMetrics / Re: how availability sessions are measured?
« on: June 05, 2009, 13:59:20 »
Quote from: QueueMetrics on June 05, 2009, 11:08:30
You should either use AGENTLOGIN or ADDMEMBER, not both.

I suggest that you just use ADDMEMBER; when you do an ADDMEMBER, for QM it's just like the agent did an AGENTLOGON as well.

If you use both, QM will terminate the session when agent is removed from ALL queues and does an AGENTLOGOFF as well. 

Thus, it is impossible to manage queue membership and logging in separately?

We would like, that agents are distributed to queues by managers,
and agents themselves then logon/logoff/pause/unpause as they are ready to work...

48
Running QueueMetrics / [solved] how availability sessions are measured?
« on: June 04, 2009, 12:35:30 »
How is availability of agent measured in reports?
When a session considered started and ended?

We have dynamic queues configuration via QueueAddMember/QueueRemoveMember.
queue_log:
...|...|queue|agent|REMOVEMEMBER|
...|...|queue|agent|ADDMEMBER|

Agents log on/off using AgentLogin.
queue_log:
...|NONE|sgent|AGENTLOGIN|extension
...|NONE|agent|AGENTLOGOFF|extension|...

Upd.
After agent added to queue, QM starts to show this agent as "logged in" in realtime monitor.
In spite of whether he actually logged or not.
Is it configurable in QM,
or we rather have to disable logging add/remove member commands ?

49
Running QueueMetrics / Re: realtime agents (rather then dynamic)
« on: June 04, 2009, 12:28:34 »
updating queues configuration looks not wise.

we're switched to dynamic agents via dialcodes

50
Running QueueMetrics / Re: realtime agents (rather then dynamic)
« on: May 28, 2009, 11:24:46 »
What is that QM Wizard?

On QM interface there is QM Setup wizard, able to load queues and agents setup from files,
but not from database.

51
Running QueueMetrics / realtime agents (rather then dynamic)
« on: May 27, 2009, 14:29:34 »
We want to use not dynamic, but realtime agents.
Such agents assigned to queues through updating queue_members table, configured in extconfig.conf:
queue_members => mysql,database,table
Agents then do login using AgentLogin command and instantly start to accept calls.

QM cannot do this, and such agents and queues are setup with separate utilities (e.g. dialer interface).
Also, QM cannot see any realtime agents, unless they are configured and assigned to queues in "configure queues" page.

Thus, call-center staff has to set up agents twice - once to update member_table, and second in QM.
Is there a way to simplify this situation?



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