Messages

166

Running QueueMetrics / Re: Agents experience random logouts

« on: November 13, 2014, 11:55:44 »

Hi,

thanks! this should have been fixed in 14.10, so do try to update QueueMetrics and let us know if it works

Mirko

167

Outbound and QueueMetrics / Re: Call-list panel shows finished calls

« on: November 13, 2014, 10:07:49 »

Hi,

no problem! Just to know 

168

General Asterisk configuration / Re: Random second call on the line when agents are on the phone

« on: November 12, 2014, 17:04:23 »

Hi,

what's the ring strategy of your queue(s), and how is set ringinuse?

Mirko

169

Outbound and QueueMetrics / Re: Call-list panel shows finished calls

« on: November 12, 2014, 17:03:01 »

Hi,

is this the same? http://forum.queuemetrics.com/index.php?topic=1905.msg7242

170

Running QueueMetrics / Re: Agents experience random logouts

« on: November 12, 2014, 16:54:22 »

Hi,

how do you perform outbound calls?
Also could you send us the lines generated in queue_log when you try to put an outbound call?

Thanks
Mirko

171

Running QueueMetrics / Re: Report on Wrapup Time

« on: November 07, 2014, 16:28:44 »

Yes they need to be the same.

172

Running QueueMetrics / Re: Display custom value in Agent Page

« on: November 07, 2014, 16:27:52 »

Hi gopal2k,

how do you get this customer code? I mean, an IVR asks the customer for it, or maybe you get it from a database searching by called id?
Also, how do you use this customer code then? Are you using some CRM?

What QueueMetrics can do now is to automatically open an external page when the agent answers to a call; in the url you can pass the Caller id as a parameter. So the idea that in your dialplan you rewrite the incoming caller id to look like the customer's code.

We know it's not beautiful but at the moment there's nothing better, we're working on make possible to pass custom variables to QueueMetrics from the dialplan which will make this kind of integration much easier. Should be ready for the next release.

Kind Regards
Mirko

173

Running QueueMetrics / Re: Agents experience random logouts

« on: November 05, 2014, 20:11:41 »

Hi,

the problem probably is in realtime.max_bytes_agent=7200

In older versions of QueueMetrics that value defines how many bytes QueueMetrics should load from the database/file in order to look back for agent events. Agent events are used to determine his status.

In newer versions, that value doesn't express anymore bytes but seconds, but we kept the old name for compatibility reasons. New installations come with a proper value but if you update from an old version you need to change that since updates doesn't modify anything in your configuration (this is by design).

7200 seconds (2 hours) are too few, the ideal value would be the same as the hotdesking, 86400.
Please, do try that way and let us know if it works. 

Regards
Mirko

174

Running QueueMetrics / Re: Icon Agent Page Not Working

« on: November 05, 2014, 10:12:44 »

Hi Duncan,
you're right, they use the same configuration. What you could is to use Firefox and with Ctrl+Shift+Q open the Network debugger and see if, when you try to login, there is any activity. Send us some screenshots.

Thanks
Mirko

175

Running QueueMetrics / Re: Agents experience random logouts

« on: November 05, 2014, 10:04:54 »

Hello Illailla,
we're happy you find QueueMetrics a useful product for your call center.

Could you post here how are configured the following properties: realtime.max_bytes_agent and default.hotdesking=86400.

Thank you
Mirko

176

Running QueueMetrics / Re: Report on Wrapup Time

« on: October 29, 2014, 18:03:26 »

Hi gopal2k,

in the queues' options you can set your wrapup and announce time for that queue; in this way QueueMetrics can show the correct net time for call's waiting, in the reports.

Mirko

177

Running QueueMetrics / Re: Icon Agent Page Not Working

« on: October 29, 2014, 17:58:54 »

Hi Duncan,

are you using the flat-file storage or the SQL one (with qloader)? (How is set default.queue_log_file?)
I ask that because, for performance reasons, the page won't auto-refresh if you use the flat-file storage.

Mirko

178

QueueMetrics installation / Re: Report issue - All calls marked as unanswered

« on: October 06, 2014, 14:42:32 »

Replied in support ticket

179

Running QueueMetrics / Re: QA results not showing

« on: October 02, 2014, 10:19:42 »

Hi RonCB,

I'm sorry but your question is not really clear to me; can you send a couple of screenshots showing the problem? Also, what kind of report are you running exactly?

Thanks
Mirko

180

Scripting QueueMetrics / Re: QM.qaformgrading

« on: October 01, 2014, 11:36:18 »

Hello eduararley,

I'm not sure about your question; I mean, you are comparing the result of DetailsDO.CallsOK, before and after you filled in the QA module; it's normal you don't see changes since DetailsDO.CallsOK it's only the calls list and doesn't contains information regarding QA. Try looking manually in QueueMetrics if the form is filled in from your script, just to test.
Let me know if I misunderstood your request

Kind Regards
Mirko