Wallboard doesn't show accurate information

[torontob]

Hi Everyone,

In real-time under "Agent's currently Logged In", I see that only one agent is logged into a Russian Queue but on Real-Time Queues it shows Age = 5 and Rdy =5 for the Russian Queue and for all other Queues. It shows the total of all agents. This is not accurate as there maybe 5 agents in total but not all are logged into the Russian Queue.

What could be causing this?

Thanks

[QueueMetrics]

This is weird because it is the same engine that produces both. The wallboard used the defaults for e.g. View members / view all, so it may be that your defaults are not the correct ones.

[torontob]

Here is a snap shot. As you can see it's messed up with the total number of agents:



As you can see only 1 agent is logged into French but French Queue shows 6 agents logged in. Same thing is displayed on Wallboard.

Also agent 369 shows on none of the queues :-(

Thanks

[QueueMetrics]

You should use EITHER addmember-style logons or AGENTCALLBACK, not both.
 

[torontob]

So, I have only Add Member style but that doesn't log session information properly for some reason. The session information is missing Queue Number or is that not a feature implemented in QM?

Also, with Add Queue Member still the count of agents logged in is WRONG. It count total agents and displays it in English, Russian or French.

Here is the change made to have only Add and no callback login but still it's not good (check as French has one Agent but shows 6):



I have actually found out that if I have this then it shows right information:
default.rewriteLocalChannels=false

But again that is what I need to have as TRUE. What is the work around?

Thanks

[QueueMetrics]

There must be some problem with the logging being done on the queue_log fil e- can you post an example of an agent logging in, taking a call and logging off, as seen from the queue_log file?

[torontob]

This happens only if Rewrite is enabled. If Rewrite is disabled then my sessions are not logged. Part of the logging in process:

Code: [Select]

1287497472|1287497472.11380|499|Local/372@from-internal/n|REMOVEMEMBER|
1287497475|1287497475.11381|498|Local/372@from-internal/n|ADDMEMBER|
1287497479|1287497479.11382|498|Local/372@from-internal/n|REMOVEMEMBER|
1287497483|1287497483.11383|500|Local/372@from-internal/n|ADDMEMBER|
1287497487|1287497487.11386|500|Local/372@from-internal/n|REMOVEMEMBER|
1287497490|1287497490.11387|499|Local/372@from-internal/n|ADDMEMBER|
1287497493|1287497493.11388|499|Local/372@from-internal/n|REMOVEMEMBER|
1287497496|1287497496.11389|498|Local/372@from-internal/n|ADDMEMBER|
1287497499|1287497499.11390|498|Local/372@from-internal/n|REMOVEMEMBER|

[QueueMetrics]

Lorenzo says the issue should have been fixed and yesterday it was all working.

[torontob]

For logging Agent sessions I was told that Queuemetrics only logs Agent sessions if they receive a call. So, if they are logged in for 2 hours and don't receive a call then their session will not be logged. That's not really good but I guess it is what is??!!

The rest of the issue was resolved.

Thanks

[QueueMetrics]

You can set:

Code: [Select]

default.useRawAgentSessions=true
to see them all, even when they don't have calls.

[torontob]

Thanks. Works. Me thinks it should be set to True by default on future release.