Messages

1

Running QueueMetrics / Log agent configuration changes in queues

« on: May 29, 2017, 06:58:55 »

Hi

We have different shifts in our call centre and it appears that one of the supervisors from day shift, is changing agents assignments to queues of the night shift.

How can I log who makes changes to the queues, changing agents  or removing them from queues ?

2

Outbound and QueueMetrics / Transfer outbound call on real-time page

« on: August 30, 2016, 13:57:12 »

Hi

It appears I can't initiate a transfer on an outbound call from the real-time page. The option is just not available.
The option is available on inbound calls.

See attached screenshots.
Inbound call:

Outbound call:


Why would the transfer option not be available on an outbound call?

3

General Asterisk configuration / Re: Display caller id in IVR tracking

« on: January 04, 2016, 13:49:24 »

So no response... 

4

General Asterisk configuration / Display caller id in IVR tracking

« on: November 24, 2015, 08:32:56 »

Hi

I have IVR tracking working, but noticed when viewing the report that the Caller and DNIS fields are empty. I was expecting to see some info there since I pass it onto the queue log.
Here is one call from the queue log:

Code: [Select]

1448349904|1448349904.2248366|NONE|NONE|IVRSTART|0111231234|0200
1448349937|1448349904.2248366|NONE|NONE|INFO|IVRAPPEND|4|my-ivr-2015
1448349937|1448349904.2248366|4000|NONE|ENTERQUEUE||0111231234|3
1448349941|1448349904.2248366|4000|Agent/4124|CONNECT|4|1448349937.2248396|3
As you can see, I do pass the caller id and DDI at IVRSTART.
What else should I do to have it display that info in QM?

5

Running QueueMetrics / Re: Outcome after 30 minutes

« on: August 13, 2014, 14:51:23 »

Thanks, I'll see if I can give it a go.
I recall our R&D team saying they had issues making the new version work on SLES 11, but maybe they made it work by now.

6

Running QueueMetrics / Outcome after 30 minutes

« on: August 13, 2014, 09:38:35 »

Hi

I'm sure I saw this question here previously, but I can't find the solution to it using the search.
I have a site where the agents sometimes talk for more than 30 minutes. Once they are done with the call, they are unable to set an outcome to the call.
What do I change to have it start counting the 30 minutes from the end of the call, instead of the beginning of the call?
This site is using version 13.12.4

7

Running QueueMetrics / Extension column on real-time page

« on: November 22, 2013, 09:11:16 »

Is it possible to have the agents SIP extension display in a column next to his/her name on the real-time page?
It will be the extension the agent input into QM when he logs in.
Or do you need to code this in for a future version?

8

Realtime Live / Call disappear from page after 30 minutes

« on: October 11, 2012, 16:58:26 »

Hi

At one of our sites, on the Realtime Monitoring page, if a call goes over 30 minutes, it disappears from the page, but the agent is still on the call.
When the agent is done I can pull a report and see the real full length of the call.

Is there any setting for the realtime monitoring page that makes it take calls over 30 minutes out of its view?
Where can I look at troubleshooting this if its not a setting?

It is Queue Metrics 1.7.1.0
Thanks.

9

Running QueueMetrics / Re: [SOLVED] Zero unanswered calls

« on: July 24, 2012, 12:49:31 »

Can you explain how it depends?

10

Running QueueMetrics / Re: [SOLVED] Zero unanswered calls

« on: July 20, 2012, 11:42:40 »

Just to clarify, we think this is a bug in Queue Metrics as we actually need multistint on, but turning it off for now allows us to see unanswered calls.

11

Running QueueMetrics / [SOLVED] Zero unanswered calls

« on: July 20, 2012, 11:08:33 »

We managed to sort this out.

It seems with a cluster setup, we need to have default.joinMultiStintCalls=true set to false in configuration.properties.

12

Running QueueMetrics / [SOLVED] Zero unanswered calls

« on: July 19, 2012, 12:21:24 »

Hi

A client of ours is running Queue Metrics 12.5.1. They pull reports on all queues of the amount of answered and unanswered calls every day and put the data into a spreadsheet. Something seem to have happened on the 10th of this month as its now showing zero unanswered calls every day, even if I now try to pull reports for anything before the 10th.

What can I do to troubleshoot this? In which table does it show the status of an unanswered call? Better yet, what sql query is run when a report it pulled to show answered/unanswered calls?

Thanks