Topics

16

Outbound and QueueMetrics / chosing outbound queue numbers

« on: June 25, 2009, 12:49:33 »

is it ok to select outbound queues numbers the same as inbound, and use them at the same time?
that is -
some agents work on queue number N as in inbound queue,
another agents work on the same queue N as in outbound one.

will it confuse queuemetrics ?

17

Running QueueMetrics / lag upon retrieving call details // verbose logging

« on: June 24, 2009, 11:36:07 »

On the page with activity reports detalization:
results_calls_ok.jsp
results_calls_ko.jsp

pressing "details" popup button
sometimes lags for very long (more then 10 seconds)
it appears at $Id: LocalFiles.java,v 1.3 2009/02/16 11:40:28 lenz-mobile Exp $ is searching....

the system was not high loaded at the moments.

i'd like to make queuemetrics more verbose in logging
to detect the bottleneck.

18

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 ?

19

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?