QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: trymes on August 26, 2010, 22:39:46

Title: Agents signed in with no calls do not show availability?
Post by: trymes on August 26, 2010, 22:39:46

I have an odd thing going on here and I can't tell if it's due to our installation or to QM.

In the reporting for a given day, if an agent signs in for 5 minutes, but receives no calls, their availability information is not shown in the reports. That information is only shown if they actually receive a call. An agent that is signed in for three hours, but receives no calls, will not appear in the report.

What is going on here?

Tom

Title: Re: Agents signed in with no calls do not show availability?
Post by: marcos on September 06, 2010, 11:29:05

Hi,

this is something customizable in QueueMetrics.
Please search for default.useRawAgentSessions key in the main QueueMetrics configuration.properties file.

# If true, show all agent sessions. If false, show only agent sessions with at least one call.
default.useRawAgentSessions=true

Don't forget to issue a complete QueueMetrics app restart with a "/etc/init.d/queuemetrics restart" root shell command.

Thank you and regards,
Marco Signorini.