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Messages - jmt

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1
Running QueueMetrics / Answer Detail Report not displaying Transfer Call details
« on: July 29, 2013, 14:30:42 »
We are running QM 13.04.2 and Asterisk 1.8.9.  Prior to this upgrade of Asterisk and QM the disconnection field on the Agent Detail Report would display the transfer keys entered.  I will forward a example of the correct report display to Loway Support.  Since the upgrade the numbers do not display.  What setting are we missing?  Thanks

2
Running QueueMetrics / Real Time Monitoring - Display Pause Reason
« on: July 02, 2013, 20:38:27 »
We are running QM 13.04.2 and Asterisk 1.8.9.  When an agent is paused QM real time monitoring only displays the time not the reason.  How do we have the pause reason display on this screen. 

3
Running QueueMetrics / Agent Status - Auto Polling
« on: June 27, 2013, 18:47:47 »
We are running QM 13.04.2 and Asterisk 1.8.9.  After an agent completes a login on the phone,, we are required to click on reload to update the QM status on the inbound call screen.  This same scenario occurs if the agent completes a logout on the phone.  No update in QM.  Is there a setting to have the system auto update the status?

4
General Asterisk configuration / Re: QM and Asterisk Agent Status out of Synch
« on: January 13, 2010, 16:51:10 »
We currently only have a single Queue.  Is there a means via the data to determine where Asterisk and QM get out of synch?

5
General Asterisk configuration / QM and Asterisk Agent Status out of Synch
« on: January 12, 2010, 17:53:40 »
We continue to see a specific agent that will report as not logged in via asterisk and QM will display the agent as available?  The agent will take and complete a call.  At that point they are unable to receive another call.  Asterisk will show the agent not logged in and QM displays the agent as available for a call.  I had this agent go to a different phone and use another login and they began to receive calls normally.  Has anyone else experienced this scenario and have any suggestions on how to fix this issue.  thank you.

6
Running QueueMetrics / Re: Call over 30 minuites QM reports agent status incorrectly
« on: August 21, 2009, 18:34:38 »
Thank you!

7
Running QueueMetrics / Call over 30 minuites QM reports agent status incorrectly
« on: August 21, 2009, 17:22:18 »
When an agent call goes over 30 minutes the QM real time status screen changes from on a call to displaying the agent status as "available", but the agent is still on a call.  Is there a setting I can adjust to fix this?  Thanks

8
Running QueueMetrics / Realtime Call Center Monitoring Suggestion
« on: August 06, 2008, 16:02:43 »
I always have Realtime call center montioring running on my computer.  Currently it provides Agents, Queues, Members.  The one feature missing from this page is the "Today at a glance".  If I want a summary of the day I have to go to another view.  Can the Today at a Glance be added to this page?  It would be great if it had the Hide or Show button like the current options.  Thanks!

9
Running QueueMetrics / "Unanswered Yet" Disconnect Status on Reports
« on: August 01, 2008, 18:20:35 »
In compiling our July call center performance several calls report as "Unanswered Yet"  The wait time on these calls is quite long, but obviously they are not still waiting to be answered.  Can someone help me understand what happened to these calls?   Thanks

10
Improving QueueMetrics / Performance and staffing report
« on: July 22, 2008, 17:14:58 »
I am looking for a report to provide performance and staffing levels by half hour.  This would be beneficial to quickly analyze staffing issues as well as pinpoint times to look further into workforce management and agent performance. 

Does a report like this exist or can one be created?
Thanks Jeff

Example:

20-Jul-08            NCO   NCH   NCA   ASA  ATT  Avail Staff  Calls/Agent
12:00-12:30       10       8        2       25   130     2               5             
12:30-1:00                  
1:00-1:30                     
1:30-2:00                     
2:00-2:30                     
2:30-3:00                     

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