Messages

1

Running QueueMetrics / QA Form - Additional Grading Options

« on: August 08, 2013, 00:12:10 »

By default for QA it seems there are 4 grading options that indicate poor, average, good ,excellent.  Is there any way to get additonal grading options or make these customizable?

Thanks
Brendan

2

Running QueueMetrics / Agent Login Delay

« on: July 29, 2013, 19:15:52 »

We have agents who are logging into multiple queues at once using the "All Assigned" drop down.  The total time taken from when they press the run button to when they are logged into all 3 queues they are assigned is about 10 seconds. 

We have an issue where they pause themselves immediately after pressing "run" on the add member popup and this causes them to be paused in only 2 of the 3 queues to which they are assigned.
The pause occurs while asterisk is still processing the queue logins and this causes the pause not to occur on all the queues.

Is there a way to imrpove processing time for agent queue logins?

3

Running QueueMetrics / Re: Identifying Call with Higher Priority/Weight in Queuemetrics

« on: June 25, 2013, 17:03:50 »

We are successfully tagging the priority calls with a caller id prefix.  So far the only way I am able to run a report for these is through a custom reports and a regex filter on caller id.  Is there any way to save my custom report so that others can run this report?  Or is there a better way to report on only this data?

Thanks for your help!

-Brendan

4

Running QueueMetrics / Identifying Call with Higher Priority/Weight in Queuemetrics

« on: April 24, 2013, 19:02:19 »

We have a separate Tier 1 toll free number that routes to our normal support Queue but first adds weight to the caller so their calls will be answered first.  Is there any way in Queuemetrics to identify these calls and report against these calls only?  They enter through a separate IVR but are thrown into the same support queue as a normal caller would be.

any help is appreciated!

-Brendan

5

Running QueueMetrics / multistint Realtime

« on: February 07, 2012, 16:39:32 »

Is it possible to track multistint calls on the realtime page?  Basically I am looking at a queue on the realtime page that is actually 2 subqueues.  We want to be able to track total wait time across both queues on the realtime page instead of tracking the wait time on each queue individually. 

If this is not currently available, we would potentially be willing to sponsor this as an enhancement.

-Brendan

6

Running QueueMetrics / Stints/Wait Time not counted correctly for multi stint calls

« on: January 16, 2012, 21:25:16 »

I am running version 1.7.10.  I am seeing inconsistent reporting for stints and wait time based on the type of report.  Consider a call that goes cascades from Queue 1 (3 minutes) to Queue 2 (2 minute) back to Queue 1 and is answered (5 seconds).  The call has a wait time of 5 minutes and 5 seconds. 

A custom report for today on a Queue (that includes both Queue1 and Queue 2)  will show Answer Details as having the correct wait time and correct number of stints.  A Custom report for today + filter for agent name  on a Queue (that includes both Queue1 and Queue 2) will show a wait time of 5 seconds and a single stint.  It seems that Queuemetrics is not considering multi stint calls under certain conditions even though I have set joinMultiStintCalls=true.  Am I missing something?

7

Outbound and QueueMetrics / Re: Outbound calling - Show agents as IN USE for a queue?

« on: August 09, 2011, 13:03:20 »

I suppose I could have the dial button insert a pause before the outbound dial...

8

Outbound and QueueMetrics / Outbound calling - Show agents as IN USE for a queue?

« on: July 29, 2011, 19:01:21 »

I just started testing the outbound calling using the dial button on the agents page.  Everything on queuemetrics gets tracked perfectly. 

My only issue is that a "queue show" on the asterisk console shows that the agent on the outbound call is "Not in Use".  I realize this is more of an Asterisk related question but ideally what I am trying to achieve is that if an gents is on an outbound queue call, they do not get inbound Queue calls.  Any ideas?

I am using Asterisk 1.6 with FreePBX - Skip busy agents and ringinuse=no.

My extensions are not registered to Asterisk but connected through a trunk.

-Brendan

9

Running QueueMetrics / Re: Switching between pause codes has a bug - One MUST un-pause before switching!

« on: July 01, 2011, 00:48:20 »

I ran into this situation as well.  What I did to fix it is to unpause the agent first before processing the pause.  I added this to extensions_queuemetrics.conf to replace the old pause section.  It will cause an unpause then pause when the agent presses the pause button.

exten => 22,1,Answer
exten => 22,2,NoOp( "QM: Pausing Agent/${AGENTCODE} with pause reason '${PAUSEREASON}' made by '${QM_LOGIN}' " )
exten => 22,3,UnpauseQueueMember(,Local/${AGENTCODE}@from-queue/n)
exten => 22,4,PauseQueueMember(,Local/${AGENTCODE}@from-queue/n)
exten => 22,5,System( echo "${EPOCH}|${UNIQUEID}|NONE|Agent/${AGENTCODE}|PAUSEREASON|${PAUSEREASON}" >> /var/log/asterisk/queue_log )
exten => 22,6,Hangup

This way the agent does not have to do any manual unpausing between pauses.  Also I have never had a situation where the split second unpause triggered an improper call to be received during a break.

You may need to adjust slightly for your needs.

-Brendan

10

Improving QueueMetrics / Pause by queue

« on: March 01, 2011, 18:06:35 »

Is it possible to add a drop down on agent page to select a specific queue when they pause?

We have need for agent to be paused in one queue and unpaused in another.  I realize this might cause issues with the agent status.

Thank!
-Brendan

11

Running QueueMetrics / Agent Page - Transfer Button

« on: January 26, 2011, 18:05:33 »

Is it possible to use one of the buttons on the agent page to generate a transfer to a particular extension?

12

Improving QueueMetrics / Re: Include Priority in Dynamic Agent Login

« on: January 03, 2011, 22:49:46 »

Awesome you guys rock!

13

Improving QueueMetrics / Include Priority in Dynamic Agent Login

« on: December 21, 2010, 23:55:43 »

I am not sure if the current version is able to accomplish this or not but here is what I would like to see:

When the agent logs in through the web interface, they get logged into Asterisk with the agent priority that they are assigned in the queue.  So if they are set to primary they get
exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-queue/n),1

If they are set as wrap then
exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-queue/n),2

Thanks!
Brendan

14

Running QueueMetrics / Re: FreePBX(AsteriskNow) transfer

« on: November 22, 2010, 17:30:36 »

Just to note, I believe I fixed my issue as well.  I am passing device state with queuemetrics login context.  So it looks something like this:


; extension 25: agent addqueuemember (for asterisk v1.4+)
exten => 25,1,Answer
exten => 25,2,NoOp( "QM: AddQueueMember (asterisk v1.4+) Agent/${AGENTCODE} on queue ${QUEUENAME} made by '${QM_LOGIN}'" )
exten => 25,3,Macro(queuelog,${EPOCH},${UNIQUEID},NONE,Agent/${AGENTCODE},HOTDESK,SIP/${AGENTCODE}@pbx01)
exten => 25,4,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-queue/n,,,SIP/${AGENTCODE}@pbx01)
exten => 25,5,Hangup

This fixed my issue with transfers not being shown in queue_log and also fixes the device state issue of agents remaining in use after a transfer.  I have not put it into production yet but in the labs it is working succesfully.

15

Running QueueMetrics / Re: FreePBX(AsteriskNow) transfer

« on: November 15, 2010, 21:22:59 »

Is there any way to force or fake a TRANSFER record?