Individual Agent Reports are not working

[nyfon]

Hello,
I have a problem,
When I look at the reports without selecting an agent they show proper activity.
As soon as I select an agent for the report, it shows all 0's. The agent activity was properly displayed in previous reports.
Agent logs in from the phone.
Please advice.
Thanks

[QueueMetrics]

This means that your agent does not use the correct code, so basically it finds nothing.

[nyfon]

Thanks for your reply!
I've found an answer - Agents must be assigned to the queue in the qm gui.
Please correct me if I'm wrong.
Thanks

[QueueMetrics]

Yes it's so.

[trymes]

OK, I am having the same problem since upgrading to 1.7.1. I have gone into the configuration and verified that the agents are assigned as Main, Wrap, or Spill. If I click on the "Quick Activity Report" for today, I can see all of the calls, plus each agent and how many calls they have answered, average time, etc.

If I run and Agent report for today, nothing comes up. Oddly enough, if I run it for the past 30 days, some calls do come up. There is a chance that this could be related to a FreePBX upgrade from 2.7 to 2.8, but the dates do not seem to match up.

Any ideas?

Tom

[trymes]

After further diggin in MySQL, it appears that many events that were previously reported in the queue_log as "local/XXX@from-queue/n" are now reported with the agent's name, presumably from the extension's setup in FreePBX.

I will pursue this on the FreePBX side, unless someone here has a solution.

Tom

[QueueMetrics]

I would remove the agent's name form freePBX and just leave the code - Qm will do the replacement for you.

[trymes]

This is still going on. The code in FreePBX changed and the realtime queue_log is now populated with the name associated with that extension, instead of the extension number. I am uncertain if this is also true of non-realtime queue_logs. I am fairly certain that this is related to changes implemented to take advantage of the expanded realtime queue_log reporting offered in Asterisk 1.8. The changes show up with FreePBX 2.9.

Basically, log entries are no longer associated with the extension/channel number (ie: Local/240@from-queue), but now show "Bill Jones" instead. This screws things up for QM, as might be expected.

Nobody else has run into this with Asterisk 1.6, QM, and FreePBX 2.9?

[trymes]

Just to add some more information, I think that the problem here is that the ADDMEMBER and REMOVEMEMBER events are still logged as "Local/132@....." where everything else is logged as "Friendly Name". The end result is oddities with QM.

Does anyone have suggestions as to how to better make this work?

Code: [Select]

+--------+------------+------------------+-----------+------------------------+----------------+------------------------+
| id     | time       | callid           | queuename | agent                  | event          | data                   |
+--------+------------+------------------+-----------+------------------------+----------------+------------------------+
| 700476 | 1313000368 | 1313000365.80084 | 400       | Local/290@from-queue/n | ADDMEMBER      |                        |
| 700477 | 1313000375 | 1313000373.80085 | 400       | Local/290@from-queue/n | REMOVEMEMBER   |                        |
| 700478 | 1313000435 | 1313000333.80078 | 400       | Jane Smith             | COMPLETEAGENT  | 5|86|1                 |
| 700479 | 1313000500 | 1312999933.79981 | 400       | Susie Jones            | COMPLETEAGENT  | 7|549|1                |
| 700480 | 1313000504 | 1313000499.80096 | 400       | NONE                   | ENTERQUEUE     | |                      |
| 700481 | 1313000504 | 1313000502.80097 | 400       | Local/134@from-queue/n | REMOVEMEMBER   |                        |
| 700482 | 1313000507 | 1313000499.80096 | 400       | Joe Johnson            | CONNECT        | 3|1313000504.80098|2   |
| 700483 | 1313000516 | 1313000137.80051 | 400       | Frank Smith            | COMPLETEAGENT  | 20|348|1               |
| 700484 | 1313000537 | 1313000534.80105 | 400       | Local/270@from-queue/n | REMOVEMEMBER   |                        |
| 700485 | 1313000540 | 1313000538.80106 | 400       | Local/290@from-queue/n | ADDMEMBER      |                        |

[QueueMetrics]

Yes - try to remove the "friendly names"  from Asterisk config. That's exactly the issue.

[trymes]

That isn't really much of a solution, unless I misunderstand you. Removing the Friendly Name from the extension is going to break intra-office CallerID, etc.

Tom

[QueueMetrics]

You could do the translation at the agent level in QM.

[trymes]

You could do the translation at the agent level in QM.

Can you be more specific?

We have tried adjusting the agent definition to match the name instead of the extension, but then QM does not see the logon/logoff events and incorrectly reports who is actually logged in/out.

Tom

[QueueMetrics]

You should define the "agent code" as the "friendly name" so that it gets rewritten.

[trymes]

Since the logon and logoff events are not written to the log using the agent's friendly name, won't that cause problems with QM?

Or is it smart enough to figure that out?