QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: bhenry on April 24, 2013, 19:02:19

Title: Identifying Call with Higher Priority/Weight in Queuemetrics
Post by: bhenry on April 24, 2013, 19:02:19

We have a separate Tier 1 toll free number that routes to our normal support Queue but first adds weight to the caller so their calls will be answered first.  Is there any way in Queuemetrics to identify these calls and report against these calls only?  They enter through a separate IVR but are thrown into the same support queue as a normal caller would be.

any help is appreciated!

-Brendan

Title: Re: Identifying Call with Higher Priority/Weight in Queuemetrics
Post by: QueueMetrics on April 26, 2013, 09:30:12

Not at the moment as the priority is not logged by Asterisk. What I would do would be to rewrite the caller-id, by adding .e.g. a ! in front, so that it is immediately apparent which ones they are.

Title: Re: Identifying Call with Higher Priority/Weight in Queuemetrics
Post by: bhenry on June 25, 2013, 17:03:50

We are successfully tagging the priority calls with a caller id prefix.  So far the only way I am able to run a report for these is through a custom reports and a regex filter on caller id.  Is there any way to save my custom report so that others can run this report?  Or is there a better way to report on only this data?

Thanks for your help!

-Brendan

Title: Re: Identifying Call with Higher Priority/Weight in Queuemetrics
Post by: QueueMetrics on June 25, 2013, 17:38:01

Not at the moment, but saving queries would be a great idea I think. :)