Topics

1

Running QueueMetrics / How to graph call length

« on: May 05, 2011, 01:03:30 »

Hi everyone,

Does anyone knows how can I do to get a graph showing me the calls length? Exactly like the Service level agreement graph but showing how many calls were 0-5 sec length, 5 - 10 sec and so on.

Thank you for your help

2

Running QueueMetrics / Cannot select a user from a class as a supervisor

« on: April 27, 2011, 00:10:52 »

Hi everyone,

I'm experiencing an issue with queuemetrics.

Let me explain the background first. I have 4 queues with different agents in them. I configured User accounts in different classes (in order to allow them to see only to queue that they will have to run reports on). All my classes have the key SUPERVISOR.

My problem now is when I want to set a supervisor on my agent I will only be able to select users from the class which was created the last.

For instance I have 2 classes, accounting and helpdesk. I create accounting first and then helpdesk. I will only be able to select users as a supervisor from the helpdesk class. Let say now I'm going to create the class ITdep, then I will only be able to select users from ITdep class and so on.

I can set the SUPERVISOR key on each of my users but I would like to set this key on my classes not on the users.

I can I do to be able to select them from any class which has the supervisor key on it?