Messages

1

Running QueueMetrics / Max lenght URL when using CTI popup

« on: May 19, 2015, 12:07:48 »

Hi
What is the max URL length the QM CTI popup can be and can it be changed?

Ron

2

Running QueueMetrics / Re: QA results not showing

« on: October 01, 2014, 14:03:57 »

   hmm for some reason the call_agent and call_agent_group_id fields aren't filled with data?

3

Running QueueMetrics / QA results not showing

« on: October 01, 2014, 13:16:15 »

Hi.

What could be a reason for not showing QA forms.
If I'm running a report on QA forms within a period, I can see al the forms from a team except 1 member. There should be 3 forms but only showing 1
When looking in the call list there are QA forms attached to the calls, also in the DB, but they are not in the report??

Ron

4

Running QueueMetrics / Re: QA form corrections

« on: June 13, 2014, 23:12:34 »

What I like to see is the possibility to see all the QA results for an agent, by selecting the agent name. Without selecting a QA form or queue.
That way I can see for instance how many times an agent has been monitored in a period and what his overall score is.

Now I have to check al the QA forms seperatly and combine them somewhere else

5

Running QueueMetrics / Re: QA form corrections

« on: June 04, 2014, 15:12:15 »

Hi.

That sounds promising. ;-)

We have some agents who are working on different queue and as a result, we use various QA forms.
In the QA search page it's not possible to only select an agent group. You always have to choose a queue-set en form.

Is there a way to manage that?

Ron

6

Running QueueMetrics / QA form corrections

« on: May 26, 2014, 11:08:58 »

Hi.

Is there a way to change a QA form grading after it has been saved?
I know there is a way to add notes but they want to have the possibility to change it afterwards when the made a mistake while grading.
The only option i can find is deleting a form, something you don't like as a grader...

Ron.

7

Running QueueMetrics / creating QA records

« on: February 12, 2014, 22:54:49 »

Hi.

This week we presented the QA forms and reports to our teamleaders. The used the work with old plain Excel sheets for QA on telephone and e-mail contacts
Ofcourse they asked the million dollar question: Is it possible to create a QA record without a call?

That way we can use the QA forms and reports for more contacts besides telephone calls.

Ron.

8

QueueMetrics news / Re: QueueMetrics 13.12 released today

« on: January 19, 2014, 01:13:06 »

Hi.

They just installed your latest version and uptill now it looks great.
But still have some questions?

Is there more information about the new (beta)Agent page?
And your talking about the new active polling mode. Is that standard? If not where to set it.


Ron

9

Realtime Live / Re: Realtime - Magic Wand

« on: November 15, 2013, 11:06:23 »

Sure, tell me how

10

Realtime Live / Re: Realtime - Magic Wand

« on: November 10, 2013, 01:17:07 »

Sounds very interesting !!

11

Scripting QueueMetrics / Re: XML-RPC - Needed: simple list of agents, or any way to pull data

« on: October 18, 2013, 16:20:14 »

Hi.

Is there also a possibillity to get the group or an agentlogin number (not ext number)  by xml-rpc to sort by group or so agentnumber range.
I have to separate the agents by team/group to show on a dashboard (flantel).


Ron

12

Realtime Live / Re: Realtime - Magic Wand

« on: October 16, 2013, 02:10:57 »

HI.

I have to admit, that magic wand popup is a dissaster.
Our page refresh is set at 5 sec because of the callcenter-, queue sizes and with the amount of incomming calls you have to refresh quickly.
Whenever you hover over the wand, you hav to be verrrrry quick and if you're lucky you hit the right icon.

Please try to find an alternativ way for this popup 

Ron

13

Running QueueMetrics / Starting an outbound call

« on: April 08, 2013, 00:07:29 »

Hi .

Is there a HTTP API to make a call over an outboundqueue within Queuemetrics, other then to click the Dial button in the agent screen?
Don't want to use the Whombat solution...

Ron

14

Improving QueueMetrics / Re: Activate dialbutton in pausetype 'outbound'

« on: August 24, 2012, 17:17:21 »

Yeah I understand, but when we translate Pause to Status... 
For what reason did you made a pausetype 'outbound' ?

So maybe if you make a pausetype 'not available' next to outbound and wrapuptime for more flexibility.

But the main reason is that our agents doing backoffice shifts next to incomming calls shifts.
And thats why you want, during a backoffice shift, a status so you can use the dial button to call your customer but won't get incomming calls.
That way we can use all the options like recording calls in QM, see what agents are doing etc

Should be an easy job for you guys and the same time make my agents so very happy 

Ron.

15

Improving QueueMetrics / Activate dialbutton in pausetype 'outbound'

« on: August 14, 2012, 12:37:45 »

Hi.

Is it possible to activate the dial button in the agent screen based on the following situation:
If an agent choose a Pausecode with Pausetype 'Outbound' this makes the dialbutton activated, but doesn't accept incomming calls
If an agent choose a Pausecode with Pausetype 'Wrapup time' it acts like it is now.

That way you can make the agent more flexible without the hassle of adding and removing queuemembers all the time.


Ron