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121

Running QueueMetrics / Re: Keys for Reports/Screens/Items

« on: April 16, 2015, 17:13:25 »

Hi Jason,

that's strange! Are you sure you added the same key to your user (not to the agent), separated from the other keys by a space?
Also, did you log off and log on again in QueueMetrics after changing the settings?

Mirko

122

Improving QueueMetrics / Re: Agent idle duration

« on: April 14, 2015, 12:56:23 »

Well, let's say you have these infos:

Total sessions: 10h
Pause time: 2h
Talk time: 6h

If you subtract the pause time from the total time you'll get 8h, which is the time your agent was available to work.
So having 8h of availability and 6h of talking, the occupancy will be 75%; so you'll know that the remaining 25% (2h) is the idle time (agent was available but he wasn't handle calls).

Mirko

123

Improving QueueMetrics / Re: Unanswered data on agent login

« on: April 10, 2015, 14:43:16 »

Hi siva.ssk7,

well... that's not possible directly; I mean, QueueMetrics hides the details of the queues to the agents, they can run reports but only on their own activities (that excludes unanswered calls).
What you can do, indirectly, is: use our json api (http://manuals.loway.ch/QM_JSON_manual-chunked/ch04.html) to get the list of unanswered calls, and render it on a web page. This web page will be loaded in the agents page using the "custom web panel" (look for 8.7.7 in our manual : http://manuals.loway.ch/QM_UserManual-chunked/ch08.html#_custom_web_panel)

If you need something more advanced, like an automatic call back system you can try our dialer: WombatDialer; we also have an example of automatic call-back with Elastix and Wombat in our blog: http://blog.wombatdialer.com/post/35777830906/elastix-callback

Mirko

124

Running QueueMetrics / Re: Export a Report to Excel on a Daily Basis

« on: April 10, 2015, 11:20:38 »

Hi Jason,

basicly you should:

1) Make sure you configured QueueMetrics to send emails (look for "SMTP settings" in http://manuals.loway.ch/QM_UserManual-chunked/apd.html )
2) Make sure the "robot" user is enabled (Edit users)
3) Create a report template (Edit reports) which contains only a page with the AD02 report
4) Create an export job (Edit report export jobs), which will send to the desired email addresses the report you created in XML (or PDF)
5) Verify that the export job works (you can test it with the "Play" button)

You can call an export job externally with an URL, so the trick to make this automatic is to create a cronjob in your machine, which calls wget to that url (output in /dev/null), at the desired times.

Here there's more info:

http://manuals.loway.ch/QM_UserManual-chunked/ch18.html#GENERATEPDFXLS_MAIL

125

Improving QueueMetrics / Re: "Add queues" on agent detail page

« on: April 09, 2015, 10:50:40 »

Hi cleverton.moura,

actually that is not possible from the QueueMetrics interface but it is a good idea; I'm adding it as a suggestion in our bug tracker (but I don't know if that will be implemented and when; if you need it soon you could think about our customization service).

Another way would be to use our new JSON configuration API (make sure you're using QM 14.10+), to create a script that removes an agent from all the queues: http://manuals.loway.ch/QM_JSON_manual-chunked/ch03.html

Mirko

126

Improving QueueMetrics / Re: Agent idle duration

« on: April 08, 2015, 11:59:48 »

Hello siva.ssk7,

we don't have that information directly, but it's easy to get:
Run a report and go in the "Agents" tab; you'll find the "Agent Occupancy Report".

The "Occupancy %" is calculated in this way: Talk time / (Total session - Total Pause); so if you have an occupancy of 80%, you'll nkow that the idle time is 20% (of Total session - Total Pause)

Mirko

127

Running QueueMetrics / Re: Agent Page pause default with a --

« on: March 31, 2015, 17:56:00 »

Hi gustavoy,

queuemetrics-path/WEB-INF/configuration.properties

where queuemetrics-path usually is /usr/local/queuemetrics/qm-current

128

Running QueueMetrics / Re: Queue Details Report - Duration

« on: March 31, 2015, 17:54:21 »

Hi caper800,

sorry for the late reply (for some reason forum's notifications didn't arrive anymore).

The duration is comprehensive of the hold time; that's because Asterisk doesn't log the hold time; but we're working on this

: http://forum.queuemetrics.com/index.php?topic=1923.0

Mirko

129

Running QueueMetrics / Re: Agent Page pause default with a --

« on: March 20, 2015, 18:10:10 »

Hi gustavoy,

try setting default.pausecoderequired=true

Kind Regards
Mirko

130

Improving QueueMetrics / Re: Pause timing

« on: March 13, 2015, 09:58:29 »

Hello siva.ssk7,

I'm not sure I understand; QueueMetrics doesn't have control on the pause duration, what happens exactly?

131

Running QueueMetrics / Re: missed call while agent is on call

« on: March 06, 2015, 16:14:39 »

Many voip phones can receive multiple calls at the same time, so when a call is in the queue, depending on the ring strategy Asterisk will try to ring even busy phones, at least you don't have ringinuse=no in your queue configuration.
Keep in mind that it doesn't work, for example, if you have your phones logged in the queues as Local/ channels since this kind of channel doesn't have a state.

Mirko

132