Messages

16

Improving QueueMetrics / Re: Accurately show agent unavailable in Realtime/Wallboard.

« on: July 12, 2013, 17:01:27 »

I can understand not wanting to reveal details about another queue that someone does not have rights to but it is misleading when monitoring a queue to see their agent as available but not ringing with calls waiting in the queue.

Just to clarify; I am monitoring queue1 in Realtime. Agent is logged in to queue1 and queue2 and takes call from queue2. Agent still shows as available but will not be given calls.

If Queuemetrics is aware via the agent configuration in QM that the agent belongs to queue1 and queue2 then it could continue to indicate availability regardless of which queue is being monitored. Maybe the queue name could be hidden if I have no rights to view it.

17

Improving QueueMetrics / Accurately show agent unavailable in Realtime/Wallboard.

« on: June 20, 2013, 20:44:05 »

Realtime/Wallboard will only show the agent as unavailable if the current queues being viewed include the queue the agent is currently on call with. For example, I have queue1, queue2, outbound, and All Queues. Unless I add outbound to All Queues, the agent will continue to show as available in Realtime and Wallboard.

18

Improving QueueMetrics / Re: Let Realtime display a friendly log-in extension

« on: June 20, 2013, 20:27:38 »

It would be nice if I could define a regex or something so it would turn sip/1234_whatever into simply 1234 which makes more sense to the users,

19

Improving QueueMetrics / Show agent as in wrapup on hangup

« on: June 20, 2013, 20:26:22 »

The Realtime/Wallboard should automatically show that the agent is in wrapup if I define the wrapup time in QueueMetrics for the queue. Currently even if I set the wrapup time for the queue in QueueMetrics to match the wrap I defined for the queue in Asterisk, QM will immediately show the agent as available on hangup.

20

Running QueueMetrics / Re: Incorrect number of agents reported on realtime and wallboard.

« on: May 17, 2013, 17:18:54 »

Here is more information on what is happening and how to reproduce this.

Define agents:
agent/100

Define queues:
Alias: Queue1   Queue(s): queue1   Agents: agent/100 (main)
Alias: Queue2   Queue(s): queue2   Agents: agent/100 (main)
Alias: All Queues   Queue(s): queue1|queue2

Part 1

1. Select All Queues from front page then start Realtime.
2. Select Queues: All. Queue1 and Queue2 should now be listed.
3. Log agent into ONLY Queue1. Number of agents and ready agents will show 1 for Queue1 AND Queue2.
4. View Wallboard (after Queues: All is selected from the Realtime page). Age and Rdy will show 1 for Queue1 AND Queue2.

Part 2

1. Remove agent/100 as main/wrap/spill for Queue1 and Queue2.
2. View All Queues in Realtime. Select Queue: All to list each queue.
3. Log agent into ONLY Queue1. Number of agents and ready agents are correct. Number of agents and ready agents show 1 for Queue1 and 0 for Queue2 .
4. Send Broadcast to only Queue1.
5. Log into agent page for agent/100.
6. Agent will not see received broadcast even though they are logged in to Queue1.

Thank you.

21

Running QueueMetrics / Incorrect number of agents reported on realtime and wallboard.

« on: May 16, 2013, 18:24:42 »

My agents log in to different queues as needed. The problem is that if any level (Main, Wrap, Spill) is defined for an agent then the realtime and wallboard pages list them as available for all queues when only logging into one. If I don't define any levels for the agents then the realtime/wallboard numbers are correct but broadcasts to a specific queue will never be seen by them. Has anyone seen this or have a configuration recommendation? Thank you.