31
Running QueueMetrics / Re: Queuemetrics java memory / sql optimization
« on: June 01, 2010, 19:10:21 »
I bumped the physical memory to 2GB and Java to 512. Has been working nice for 2 weeks so far! 
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32
Running QueueMetrics / Re: Reports
« on: May 18, 2010, 22:17:12 »As an agent is available "in general", they appear on all queues at once; that's why we strip them with the requirement that they take at least one call.
If you use ADDMEMBER the problem does not arise.
We use ADDMEMBER in combination with static queues. Is there no other way for this work without the requirement that they take at least one call? Can this be a suggestion for the future to work without this requirement?
Regards,
Brendan
33
Running QueueMetrics / Queuemetrics java memory / sql optimization
« on: May 17, 2010, 23:21:41 »
Queuemetrics has run great and we have been using it for about a year and a half. Now I am running into an issue where the webserver/and or sql server are hanging throughout the day and requires to restart the service. I feel that this may be due to the amount of data on our database and the amount of people accessing the data. We have grown over the past year and a half and so has our queue data. Sometimes it is the mysql server and sometimes it is the tomcat server that is running high on cpu utilization. My thoughts are that I need to bump the java memory on queuemetrics. Right now is it allocated 256M. What is an ideal amount of Java memory to use for queuemetrics?
34
Running QueueMetrics / Re: Reports
« on: May 17, 2010, 23:12:37 »When you run a report, you see all agents that took at least one call on the queues you selected. So as you restrict visibility by queues, you see them all that worked on queues you're supposed to see.
I think the problem is that I have set default.useRawAgentSessions=true so when I do this it is showing all agents from all queues not just the ones I selected. I want to set default.useRawAgentSessions=true so that I can see agents that took no calls and I would like it to show only agents of the queue for which I am running the report on. This is not the case currently.
35
Running QueueMetrics / Re: Reports
« on: May 06, 2010, 17:16:24 »
I actually have this issue as well. I brought it up here: http://forum.queuemetrics.com/index.php?topic=624.0 but never was able to solve it.
The issue is that when running a report on a specific queue, the Agents tab displays information about every single agent that has received a call and not just the agents in this particular queue.
For example if I run a report on the sales queue and go to the agents tab, under availability it will list agents from sales, support, technology, etc. I want it to just show availability for agents in the sales queue
I am using security keys but this does not seem to be resolving the issue...
The issue is that when running a report on a specific queue, the Agents tab displays information about every single agent that has received a call and not just the agents in this particular queue.
For example if I run a report on the sales queue and go to the agents tab, under availability it will list agents from sales, support, technology, etc. I want it to just show availability for agents in the sales queue
I am using security keys but this does not seem to be resolving the issue...
36
Running QueueMetrics / Map user to Agent
« on: April 29, 2010, 16:53:29 »
Is it possible to map a user to an agent? By this I mean that I would like my users to login to queuemetrics with a user id such as "bhenry" but still be able to see their queue status on the agent page. Currently we are using Agent/1234 as the queuemetrics login and would like to change to user ID.
37
Running QueueMetrics / Re: Answered calls by queue- Wrong
« on: March 12, 2010, 17:06:17 »
I am not sure what is going but I can replicate it in all of my queues. Just to be clear, when I am looking at Queue details in a view that contains two queues, the Queue column should show up with the Queue that the call was answered in correct?
If so then this is not happening correctly but works fine when looking at queue details for individual queues. I will let you know if I find anything.
If so then this is not happening correctly but works fine when looking at queue details for individual queues. I will let you know if I find anything.
38
Running QueueMetrics / Re: Answered calls by queue- Wrong
« on: March 10, 2010, 15:45:29 »
Yes that is correct. The queues report correctly when they are seperate but together they do not. I have joinMultiStintCalls=true if that is what you mean by MultiStint mode.
39
Running QueueMetrics / Answered calls by queue- Wrong
« on: March 09, 2010, 22:51:19 »
Answered calls by queue is showing wrong data. I have configured cascading queues in Asterisk and they are in QM as ProductQueue1 (330) and ProductQueue2(331). I have agents configured on ProductQueue1 and ProductQueue2 respectively. I then have ProductQueueAll configured in QM which contains "330|331" and is used to run reports for the ProductQueues as a whole. The problem is that when I run reports on ProductQueueAll, the "answered calls by queue" doesn't report the correct number of calls answered for ProductQueue2(331). Also, under "Detail of answered calls", the Queue column displaya ProductQueue1 in mostof the instances when the call was actually answered in ProductQueue2. I have double checked that the agents are in the correct queues so I am not sure what is going on.
Regards,
Brendan Henry
Regards,
Brendan Henry
40
Scripting QueueMetrics / Email Alerts
« on: February 26, 2010, 16:04:56 »
My support team has been asking me for a method for email alerts when wait time gets above a threshhold. We are currently using the realtime monitor alerts but having an email notification would be even easier. I am willing to script something to get this working but I was wondering if you could give me push in the right direction for the best way to do this. It seems to me like there might be a way to leverage the existing alert system and add email functionality to it.
Your help is much appreciated.
Your help is much appreciated.
41
Running QueueMetrics / Re: autoopenurl
« on: February 26, 2010, 15:50:03 »
Ah, I see your point! Thanks for the help!
42
Running QueueMetrics / Re: autoopenurl
« on: February 23, 2010, 16:53:42 »
I need this because I want the custom button to have the most recent call information passed to the URL. What I am trying to achieve is to have our agents press the custom button as soon as they get a call, as it will open the corresponding salesforce crm page by matching the caller id. The problem is that when they press it now the custom button uses the caller ID of the previous call and not the current call due to our agent page refresh being 60 seconds.
43
Running QueueMetrics / Re: autoopenurl
« on: February 22, 2010, 21:13:00 »
Sorry to bump but is there any way for me to trigger a queuemetrics agent page refresh before the custom button gets the caller ID variable?
44
Running QueueMetrics / Re: autoopenurl
« on: February 18, 2010, 23:06:33 »
Also is there any way for me to trigger a queuemetrics agent page refresh before the custom button gets the caller ID variable? This way it could be pressed as soon as the agent gets the call.
45
Running QueueMetrics / Re: autoopenurl
« on: February 18, 2010, 20:23:39 »
Thanks! I will be very excited for a new agent page!
Do you think you could give me an example of how to "define the URL by queue"?
Do you think you could give me an example of how to "define the URL by queue"?