QueueMetrics > Scripting QueueMetrics

Question on RealtimeDO.RTRiassunto

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barryf:
hi,

If I do a query on multiple queues using, for example:

$params_rt = array(
     new XML_RPC_Value(411|412|415|418),
           new XML_RPC_Value("wallboard"),
           new XML_RPC_Value("XXXXXXXX"),
           new XML_RPC_Value(""),
           new XML_RPC_Value(""),
           $req_blocks_rt
       );

It returns an array which only lists the agents/calls for "all selected" queues, like the output below. However, I want to be able to access the details of each individual queue separately - how can I do this?

[RealtimeDO.RTRiassunto] => Array
        (
            [0] => Array
                (
                    [0] => 
                    [1] => Queue 
                    [2] => N. agents
                    [3] => Ready agents
                    [4] => On pause
                    [5] => Unk
                    [6] => Bsy
                    [7] => N. Calls waiting
                    [8] => On phone inbound
                    [9] => On phone outbound
                )

            [1] => Array
                (
                    [0] =>
                    [1] => all selected
                    [2] => 51
                    [3] => 48
                    [4] => 3
                    [5] => 0
                    [6] => 0
                    [7] => 0
                    [8] => 0
                    [9] => 0
                )

        )


Thanks,

-Barry Flanagan

QueueMetrics:
You should be doing a separate query for each queue. It's not 100% sure that all reports are simply additive, meaning that it's not always true that f(A+B) = f(A) + f(B).

barryf:

--- Quote from: QueueMetrics on January 14, 2009, 11:48:07 ---You should be doing a separate query for each queue. It's not 100% sure that all reports are simply additive, meaning that it's not always true that f(A+B) = f(A) + f(B).


--- End quote ---

OK, that is what I am doing as a work-around. There is a problem with this, however. I have 5 queues, each with the same members. If one agent is on a call, that shows up on the queue he is taking the call from, so I get 4 agents ready, and one on a call. However, all of the other queues still show 5 agents ready, which is not the case because one agent is on a call, albeit on a different queue.

Is there any fix for this?

-Barry

QueueMetrics:
You could pull information from the aggregate queue and integrate it wit queue-by queue data when needed.

barryf:

--- Quote from: QueueMetrics on January 14, 2009, 16:25:33 ---You could pull information from the aggregate queue and integrate it wit queue-by queue data when needed.


--- End quote ---

Yes, but that doesn't really change the fact that Queuemetrics should really not be reporting that there are 5 agents available for a queue when one or more are on a call and therefore NOT available.

-Barry

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