Messages

1816

QueueMetrics news / Mendrisio 2009 & new FAQ entries

« on: September 21, 2009, 12:38:07 »

Hello all,
during the week, the UCI Road World Championship 2009 will be passing by our offices. This is a good chance for you - if you are curious - to see where we are and how Southern Switzerland looks like - you can find the program here: http://www.mendrisio09.ch/default.asp?nid=4&lid=1&cid=1
 
This will also mean that we will telecommute as much as possible to avoid being struck in traffic. Therefore, our telephone support may be less available than usual - if you need to contact us, it will be better if you will be using e-mail during the week. See http://queuemetrics.com/contact.jsp

We also added a new set of FAQs to the website:
* How to turn off audio on the RT page
* Help! my QM shows no data
* Help! my RT page in QM shows no data
* Handling encoding errors in QM
* Installing on Debian/Ubuntu
* Figures do not match when running daily versus hourly reports
* How to print all reports to PDF and mail them out automatically
* Using AMI under Asterisk 1.6

You'll find them all on our FAQ page: http://queuemetrics.com/faq.jsp



 

1817

Running QueueMetrics / Re: Reporting inconsistencies

« on: September 16, 2009, 22:29:46 »

This is by design - when you run a report from 9:00 to 10:00 you will only see data that was written between 9:00 and 10:00 - so if a call was started at 9:59 and answered at 10:01, the call at 10:00 would display as "Lost - Ongoing".

Basically, it's better to run reports for longer time periods, and then drill doewn to the events you are actually interested in.

1818

Running QueueMetrics / Re: Question about subque report presentation

« on: September 16, 2009, 22:27:48 »

I would turn off queue name expansion - set:

Code: [Select]

default.showQueueComposition=false
This way you will only see the "main" queue name.

1819

Running QueueMetrics / Re: Transfering Queue Calls (Agent Monitor)

« on: September 16, 2009, 22:25:53 »

How was the transfer made? see http://queuemetrics.com/faq.jsp#faq-053-transfers

1820

General Asterisk configuration / Re: Agent's code: (Pause / UnPause)

« on: September 16, 2009, 22:24:48 »

This is by design - meaning that agents are working in a controlled environment, so they may help each other out. The other side of the coin is that:

1. QM passes the actor's codes to the Asterisk dial-plan, for possible logging, and

2. we plan to track all such activities in the Logging module of QM, so there is no room for malicious activity.

1821

General Asterisk configuration / Re: Unawswered Calls not showing Agent information

« on: September 15, 2009, 15:35:51 »

 

1822

Improving QueueMetrics / Re: Version 1.5 Back Button Behavior

« on: September 15, 2009, 09:24:39 »

You can change this property in 1.5.4:

Code: [Select]

#Disable the history back navigation button in browsers
default.disablebackhistory=false

to disable the new behavior.

1823

Realtime Live / Re: RealTime Agent Status

« on: September 15, 2009, 09:21:26 »

I cannot really read much.... it's too small.

Please post one screen-shot of a readable size BEFORE and AFTER it disappears.

1824

Outbound and QueueMetrics / Re: Ooutbound calls with hardphone

« on: September 15, 2009, 09:20:10 »

Any phone will do - Qm does not care 

See http://queuemetrics.com/download/TrixBox_Outgoing_v20.pdf

1825

Outbound and QueueMetrics / Re: Outbound

« on: September 15, 2009, 09:19:39 »

Basically, you need to track the outbound calls through a script so that events are logged correctly. See e.g. http://queuemetrics.com/download/TrixBox_Outgoing_v20.pdf or look on this very forum.

 

1826

Outbound and QueueMetrics / Re: Wrong info about some calls

« on: September 15, 2009, 09:17:03 »

If they are outbound, it likely means that your logging script (which one are you using?) is losing events. You should try and track call progress manually and see if/where it crashes.

1827

Running QueueMetrics / Re: Queuing callers over 30mins drop out of Real Time Monitoring

« on: September 15, 2009, 09:14:14 »

This is a FAQ 

See http://queuemetrics.com/faq.jsp#faq-030-disappear

1828

Running QueueMetrics / Re: Question about subque report presentation

« on: September 15, 2009, 09:13:23 »

See http://forum.queuemetrics.com/index.php?topic=243.0

1829

Running QueueMetrics / Re: real time monitor

« on: September 15, 2009, 09:11:57 »

See the User Manual: http://queuemetrics.com/manuals/QM_UserManual-chunked/apd.html


Try and set:

Code: [Select]

realtime.refresh_time=10
And this will do the trick.

1830

Running QueueMetrics / Re: Subqueue report on "hidden queues"

« on: September 15, 2009, 09:09:59 »

You could run a report on mainqueue.* so that all calls would be shown but you would have a count by sub-queue. If you want to see only one sub-queue, instead, you'll have to make it visible.