Topics

1

Running QueueMetrics / Confused on QM Versions

« on: August 24, 2012, 18:22:45 »

I apologize in advance if I am in the wrong section.

We are currently running Loway QueueMetrics - 12.2.4 and I noticed on the QM downloads page the current version is at QueueMetrics 12.05

I am probably missing something obvious, but can someone explain this to me?

Thanks!

2

Outbound and QueueMetrics / Agent names are not showing up under Unans.DT & Unans

« on: June 01, 2012, 22:09:49 »

We currently have QM tracking outbound calls by having the agents dial a special prefix before they dial.

Most of the stats that QM is reporting is correct, however QM does not show the agent name under the "Unans.DT" section.

https://skitch.com/tsolaaa/86r39/loway-queuemetrics-version-12.2.4

It also doesn't display any data under the "Unans" section under the "Unanswered outbound calls, by agent"

https://skitch.com/tsolaaa/86r4a/loway-queuemetrics-version-12.2.4

The agents are entered into the database and do appear correctly when running reports for inbound calls.

The agent names also appear for all outbound answered calls. (Under Ans.DT)

https://skitch.com/tsolaaa/86r55/loway-queuemetrics-version-12.2.4

Does anyone have any insight into this?

Thank You!

3

Running QueueMetrics / Agent Session Not Appearing under "Agents" tab.

« on: May 30, 2012, 00:24:16 »

Case:

An agent logs into a queue on May 28 2012 and sits there for the duration of his day. He logs in and out of the queue during the work day.

Due to the holiday, he receives no calls. He logs out at the end of the day.

When running a custom report, selecting the agents name, the queue he was a part of and the date (May 28 2012) and navigating to the "Agents" tab,
it shows no information. I am aware that there should be no calls processed, but it shouldn't it show the other data? (Time, Pauses, etc?)\

May 28th 2012 - https://skitch.com/tsolaaa/87k39/loway-queuemetrics-version-12.2.4

Today, he logged into those same queues and made and received calls, the data is now populated:

https://skitch.com/tsolaaa/87k45/loway-queuemetrics-version-12.2.4


My question is, does an agent have to take calls while logged into the queues in order for any data to show inside these fields? Or is something not working as it should?

Running Asterisk 1.8
Running QM - Loway QueueMetrics - 12.2.4

Thank You.

4

Running QueueMetrics / Logrotate & Queuemetrics Issue

« on: July 15, 2011, 18:10:30 »

Hello Everyone,

We are running Queuemetrics 1.7.1.0 with Asterisk 1.8.3 and logrotate.

Every night at 12:00 we have logrotate run, when this happens any agents listed in the Real-Time page on QM disappears.

I'm guessing this happens because QM no longer sees the agents active in the logs and thinks they have left the queue.

Has anyone else had this issue or found a work-around?

Thanks!

5

Running QueueMetrics / Pause Reaon Field (Real-time Monitoring)

« on: July 07, 2011, 00:36:04 »

I seem to recall there being a "Pause Reason" field when using the "Real-Time" monitoring feature in QM.

Is it possible to get this field back while running 1.7.1.0? 

6

Running QueueMetrics / Tracking of RINGING agents - Not Working

« on: June 10, 2011, 18:43:14 »

Hello Everyone, we updated our Queuemetrics Installation last night to 1.7.1.0 from 1.7.0 and it seems that the [Tracking of RINGING agents] feature doesn't seem to be working correctly for us.

In our Asterisk configuration, we currently have "Skip Busy Agents = YES" so that agents on a call will not receive a queue call until they are off the call.

We are also implemented [FastQueue].



As you can see in the photo above, Queuemetrics is reporting that the system is currently trying to ring Chris when in fact Chris is already on a call and the system is not actually ringing him.

I suspect that Asterisk did in fact want to ring him, but FastQueue just cuts it off and goes to the next agent, but Queuemetrics is just not informed.

Has anyone else experienced this yet, or have any work-around?

Thank You.