Agent-View problem

[AndyS]

I'm using dynamic agents.

I did the mod that allows them to appear in QM's realtime monitoring and stats.  Everything seems to work just fine.

I have a problem with the Agent-View screen - calls that the agent receives do not display on his screen.  He can log in just fine, and it shows when he's logged in or out of the queue, but no call data ever appears.

Anyone have any ideas?

Andy.

[TimK]

I'm not familiar with the mod, but I can suggest checking something...

In your queue_log data file/sql table, does the 'agent' field (4th field of each queue_log record) contain the same agent identifier throughout the events in a call (AGENTCALLBACKLOGIN/AGENTLOGIN, CONNECT, PAUSE, UNPAUSE, COMPLETECALLER, COMPLETEAGENT, etc.)?

The reason why I'm asking is because I believe the same value that was used for the AGENTCALLBACKLOGIN/AGENTLOGIN, must be the same when queue_log events such as CONNECT, etc. occur in order for QueueMetrics to be able to know which agent a particular call was answered by.

Hope it helps

[QueueMetrics]

I think TimK is right 

[AndyS]

I've not had a chance to look yet but I'll report back once I've got a moment.

Thanks for the advice.

Andy.