QueueMetrics > Improving QueueMetrics

Unanswered data on agent login

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siva.ssk7:
Team, Is there any option to view unanswered details on agent login, so they can dial those numbers with "Dial" option in agent screen itself.

mirkox:
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

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