Messages

31

Running QueueMetrics / loading agents.conf in utf8

« on: July 07, 2009, 12:47:22 »

we really want to keep and refer our agents by their names.
and their names are not of latin1 language.

when agents.conf contains utf-8 agents names,
it is read incorrectly and qm fails to update database.

can it be fixed ?

32

Running QueueMetrics / Re: lag upon retrieving call details // verbose logging

« on: July 07, 2009, 06:04:54 »

I tell you what it is: you have too many audio recordings, and QM wil scan all them.

You should use a PM like LocalFilesByDay to reduce searching - see here: http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s17.html#_pms_to_match_recorded_calls

we have about 200 000 records, keeping them several month.
is this number large for default record finder ?

all recording configured to form filenames exactly as "q${QUEUEID}-${UNIQUEID}.wav"
this way there's no need to scan all files, but record finder knows exactly what filename is.
we used our own record finder, that utilized this feature.

is there such PM exists or planned ?

33

Translations / translation of user manual

« on: July 02, 2009, 13:01:34 »

is it planned to be translated?

34

Translations / Re: New russian translation in version 1.4.5

« on: July 02, 2009, 12:55:39 »

in version 1.5.3 russian translation in some points is completely inadequate and misleading.
like (translated back) "add member to agent" or "middle queue before completion"

35

Running QueueMetrics / feature request: adding default terminal for agents

« on: July 01, 2009, 11:14:57 »

when agents imported from agents.conf, their default terminal is set to null.
this does not allow to monitor their calls.
we now have to hack SQL database to put terminal into '-' for all agents.

it would be nice to set them to '-' bu default when importing

36

Outbound and QueueMetrics / chosing outbound queue numbers

« on: June 25, 2009, 12:49:33 »

is it ok to select outbound queues numbers the same as inbound, and use them at the same time?
that is -
some agents work on queue number N as in inbound queue,
another agents work on the same queue N as in outbound one.

will it confuse queuemetrics ?

37

Outbound and QueueMetrics / Re: EXPERIMENTAL: replace the queueDial.agi with a pure-scripting solution

« on: June 25, 2009, 12:47:44 »

another question...
when call is answered, Dial sets DIALSTASUS to "ANSWER"

what is the reason of using GLOBAL(${GM}) ?

is it possible, that macro set by M option is not called, while dialstatus is still set to ANSWER ?
asterisk documentation it is not quote clean for me.

38

Outbound and QueueMetrics / Re: EXPERIMENTAL: replace the queueDial.agi with a pure-scripting solution

« on: June 25, 2009, 12:20:23 »

the Dial application sets channel variables
DIALEDTIME and ANSWEREDTIME

what is the reason of using EPOCH and having global variables ?
Upd. what i mean is:

Why:

Code: [Select]

exten => h,n(case-A),Set(WT=$[${GLOBAL(${GM}ans)} - ${ST}])
exten => h,n,Set(CT=$[${EPOCH} - ${GLOBAL(${GM}ans)}])
exten => h,n,QueueLog(${QUEUEID},${UNIQUEID},Agent/${AGENTID},COMPLETEAGENT,${WT},${CT})
is preffered over:

Code: [Select]

exten => h,n(case-A),QueueLog(${QUEUEID},${UNIQUEID},Agent/${AGENTID},COMPLETEAGENT,$[${DIALEDTIME} - ${ANSWEREDTIME}],${ANSWEREDTIME})
w/out using any global variables
here, DIALEDTIME and ANSWEREDTIME are channel variables set by Dial application

39

Running QueueMetrics / lag upon retrieving call details // verbose logging

« on: June 24, 2009, 11:36:07 »

On the page with activity reports detalization:
results_calls_ok.jsp
results_calls_ko.jsp

pressing "details" popup button
sometimes lags for very long (more then 10 seconds)
it appears at $Id: LocalFiles.java,v 1.3 2009/02/16 11:40:28 lenz-mobile Exp $ is searching....

the system was not high loaded at the moments.

i'd like to make queuemetrics more verbose in logging
to detect the bottleneck.

40

Running QueueMetrics / Re: how availability sessions are measured?

« on: June 15, 2009, 12:38:04 »

It's ok to adding and removing agents to queues through web interface.
(btw, there are completely inadequate russian labels).

But If to engage pausing to do not account their time,  when they are in queue, but does not login -
we need make agents unpaused before login and paused back after logoff.
I just cannot figure out how to implement it.

Upd:
Ok. dealed with pauses.

Solution:
joining queue sets pause "prepearing to work"
logging in unpauses agent
logging out (hangup) sets pause "out of air"
leaving queue sets pause "finishing work"

41

Running QueueMetrics / Re: how availability sessions are measured?

« on: June 10, 2009, 14:33:03 »

i supposed, that queues/agents are to be configured before they start to work, possible staying configured for days or ever weeks.
and when agent logging in, it signals to system that it is ready to accept calls from previously assigned queues.

what working scenario QueueMetrix is intended to use with?

the only possible solution i see here is then agents logins and joins queue simultaneous.

That is for "thrue" agents - you have an existing confuhiration and they are bootstrapped with the correct queue associations. With AddMember, this is not so.
In any case, as we are speaking of the ACD module, if you want to log on an agent and have him/her NOT receive calls immediately, you should do a Logon + Pauseall.
 

do you mean, that for "true" agents - we should have static configuration in queues.conf?
and then agents need just to login (using AgentLogin) anf logof (using hangup) ?

static queue member configuration is not appropriative for us - for some queues it may change during the day several times, while for others - it may stay unchanged for weeks.

thus we are looking for a way to reconfigure queue member on the fly.
still no good solution.

42

Running QueueMetrics / Re: realtime agents (rather then dynamic)

« on: June 10, 2009, 14:06:58 »

I'm not sure I understand what is trhe "supervisor" interface- AMI?

i mean web interface shown to user of class SUPERVISORS.
that is, some special key that allows to add agent to queue,
just like buttons from interface shown to AGENTS

43

Running QueueMetrics / Re: how availability sessions are measured?

« on: June 08, 2009, 12:32:19 »

ok.
another solution came in mind.

we could avoid logging add/remove member completely
but rather somehow setup or patch asterisk to queue_log login/logoff along with queue number.

will QM recognize this weird mode?

44

Running QueueMetrics / Re: realtime agents (rather then dynamic)

« on: June 08, 2009, 12:13:50 »

yes. we use QueueAddMember to configure queues.
this seems the only way all CC subsystems stay in sync.

as a feature request:
it would be nice, if QM could produce such events from
superviser interface, rather then from agent interface.

P.S.
but according to how QM deals with it, i'm not sure it makes sense at all.

45

Running QueueMetrics / Re: how availability sessions are measured?

« on: June 08, 2009, 12:10:27 »

In QM, an Addmember will log on the agent as well.

as far as i understand call-center business logic,
adding agent to queue can not mean this agent is available.
it is a matter of asterisk configuration and/or agents organization.

i supposed, that queues/agents are to be configured before they start to work, possible staying configured for days or ever weeks.
and when agent logging in, it signals to system that it is ready to accept calls from previously assigned queues.

what working scenario QueueMetrix is intended to use with?

the only possible solution i see here is then agents logins and joins queue simultaneous.