Topics

1

Running QueueMetrics / QA Form - Additional Grading Options

« on: August 08, 2013, 00:12:10 »

By default for QA it seems there are 4 grading options that indicate poor, average, good ,excellent.  Is there any way to get additonal grading options or make these customizable?

Thanks
Brendan

2

Running QueueMetrics / Agent Login Delay

« on: July 29, 2013, 19:15:52 »

We have agents who are logging into multiple queues at once using the "All Assigned" drop down.  The total time taken from when they press the run button to when they are logged into all 3 queues they are assigned is about 10 seconds. 

We have an issue where they pause themselves immediately after pressing "run" on the add member popup and this causes them to be paused in only 2 of the 3 queues to which they are assigned.
The pause occurs while asterisk is still processing the queue logins and this causes the pause not to occur on all the queues.

Is there a way to imrpove processing time for agent queue logins?

3

Running QueueMetrics / Identifying Call with Higher Priority/Weight in Queuemetrics

« on: April 24, 2013, 19:02:19 »

We have a separate Tier 1 toll free number that routes to our normal support Queue but first adds weight to the caller so their calls will be answered first.  Is there any way in Queuemetrics to identify these calls and report against these calls only?  They enter through a separate IVR but are thrown into the same support queue as a normal caller would be.

any help is appreciated!

-Brendan

4

Running QueueMetrics / multistint Realtime

« on: February 07, 2012, 16:39:32 »

Is it possible to track multistint calls on the realtime page?  Basically I am looking at a queue on the realtime page that is actually 2 subqueues.  We want to be able to track total wait time across both queues on the realtime page instead of tracking the wait time on each queue individually. 

If this is not currently available, we would potentially be willing to sponsor this as an enhancement.

-Brendan

5

Running QueueMetrics / Stints/Wait Time not counted correctly for multi stint calls

« on: January 16, 2012, 21:25:16 »

I am running version 1.7.10.  I am seeing inconsistent reporting for stints and wait time based on the type of report.  Consider a call that goes cascades from Queue 1 (3 minutes) to Queue 2 (2 minute) back to Queue 1 and is answered (5 seconds).  The call has a wait time of 5 minutes and 5 seconds. 

A custom report for today on a Queue (that includes both Queue1 and Queue 2)  will show Answer Details as having the correct wait time and correct number of stints.  A Custom report for today + filter for agent name  on a Queue (that includes both Queue1 and Queue 2) will show a wait time of 5 seconds and a single stint.  It seems that Queuemetrics is not considering multi stint calls under certain conditions even though I have set joinMultiStintCalls=true.  Am I missing something?

6

Outbound and QueueMetrics / Outbound calling - Show agents as IN USE for a queue?

« on: July 29, 2011, 19:01:21 »

I just started testing the outbound calling using the dial button on the agents page.  Everything on queuemetrics gets tracked perfectly. 

My only issue is that a "queue show" on the asterisk console shows that the agent on the outbound call is "Not in Use".  I realize this is more of an Asterisk related question but ideally what I am trying to achieve is that if an gents is on an outbound queue call, they do not get inbound Queue calls.  Any ideas?

I am using Asterisk 1.6 with FreePBX - Skip busy agents and ringinuse=no.

My extensions are not registered to Asterisk but connected through a trunk.

-Brendan

7

Improving QueueMetrics / Pause by queue

« on: March 01, 2011, 18:06:35 »

Is it possible to add a drop down on agent page to select a specific queue when they pause?

We have need for agent to be paused in one queue and unpaused in another.  I realize this might cause issues with the agent status.

Thank!
-Brendan

8

Running QueueMetrics / Agent Page - Transfer Button

« on: January 26, 2011, 18:05:33 »

Is it possible to use one of the buttons on the agent page to generate a transfer to a particular extension?

9

Improving QueueMetrics / Include Priority in Dynamic Agent Login

« on: December 21, 2010, 23:55:43 »

I am not sure if the current version is able to accomplish this or not but here is what I would like to see:

When the agent logs in through the web interface, they get logged into Asterisk with the agent priority that they are assigned in the queue.  So if they are set to primary they get
exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-queue/n),1

If they are set as wrap then
exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-queue/n),2

Thanks!
Brendan

10

Running QueueMetrics / FreePBX(AsteriskNow) transfer

« on: November 10, 2010, 17:14:21 »

I moved to AsteriskNow(FreePBX) 1.6 recently from a plain Asterisk 1.4 installation.  In 1.4, a transfer showed up in the queue log.  On my new system, FreePBX + 1.6, there is no record of Transfer in Queue Logs. 

Is anyone using FreePBX with Asterisk 1.6 with transfers reporting correctly?

Thanks!
-Brendan

11

Running QueueMetrics / Since Moving to Dynamic Agents - Transferred calls show 0 duration

« on: October 14, 2010, 17:37:49 »

When I was using agent channels, attended transfer worked fine in reports and was accurate.  Since moving to dynamic agents, I have an issue where queuemetrics shows the transfer but the duration of the person that the call was transferred to is showing up as 0.0.  I am using Asterisk 1.4

12

General Asterisk configuration / Dynamic Agents - Device State not changing

« on: September 20, 2010, 18:25:46 »

I just recently moved my call center from static agents to dynamic agents.   I am noticing now that when my agents are on a call, they still show up in Asterisk as (Not in use) but on Queuemetrics they are correctly identified as on a call. 

This is causing problem as some agents are getting calls back to back as the ringinuse=no is not working because DEVICESTATE is still showing (Not in Use). 

I am running Asterisk 1.4.26.2 and Queuemetrics version 1.6.1

Any ideas?

13

Running QueueMetrics / Call Monitoring - Mixed Dynamic/Static Agent environment

« on: September 17, 2010, 17:27:38 »

Currently I am using a mix of static and dynamic agents as I am slowly trying to transition my call center to 100% dynamic agents.  The problem is that the dynamic agents are not able to be monitored with the call monitor feature.  I have set rewritelocalchannels = true so I think the issue is that Queuemetrics dialplan is trying to ChanSpy on the Agent code and not the Local channel.  Now I could adjust the queuemetrics dialplan to spy on the local channels but then this would break my static agents monitoring. 

Basically what it seems I need, is to rewrite the agent channels back to local channels for the dial plan! This is getting a little confusing, I am wondering if there is anything that can be done to get this working in a mixed environment.  Changing the Agent names to Local/XXXX and setting rewritelocalchannels=no, is not an option.

Thanks in advance for your help,
Brendan

14

General Asterisk configuration / FreePBX Hot Desking + Dynamic Agents + Queuemetrics

« on: August 27, 2010, 16:50:50 »

I am trying to move my call center from my plain Asterisk/Queuemetrics setup to using FreePBX/Queuemetrics so that someone without Asterisk knowledge can manage it.  In the process of trying to move my plain Asterisk configuration to FreePBX, I am running into an issue with dynamic agents/hotdesking and Queuemetrics.

My agents answer call across a SIP trunk with their phones which are registered to a legacy PBX.  So I created a trunk in FreePBX to my legacy PBX which I named "SBCM01".  I enabled hotdesking with queuemetrics and noticed that when I used "Add Member", it showed up as SIP/XXXX in the Queue.  This did not work since my agents phone were located across the legacy PBX trunk so I modified Extensions_Queuemetrics.conf and added my trunk into the login portion of the QM dialplan.  At this point my agents show up in the queue as SIP/sbcm01/XXXX.  When I initially log in an agent and do a "show queues", they show up as invalid.  When I restart asterisk, they show up as not in use.  If I call the agents extension with a phone that is registered to FreePBX, their queue status also changes from invalid to not in use.  I cannot figure out why upon initial queuemetrics agent login that my agents join the queue as invalid.  I am admittedly very new to FreePBX so I apologize if I have forgot something obvious.

FreePBX version - 2.7.05
Asterisk Version - 1.4.31
Queuemetrics Version - 1.6.1

Thanks in advance for your help.

Regards,
Brendan Henry

15

Running QueueMetrics / Queuemetrics java memory / sql optimization

« on: May 17, 2010, 23:21:41 »

Queuemetrics has run great and we have been using it for about a year and a half.  Now I am running into an issue where the webserver/and or sql server are hanging throughout the day and requires to restart the service.  I feel that this may be due to the amount of data on our database and the amount of people accessing the data.  We have grown over the past year and a half and so has our queue data.  Sometimes it is the mysql server and sometimes it is the tomcat server that is running high on cpu utilization.  My thoughts are that I need to bump the java memory on queuemetrics.  Right now is it allocated 256M.  What is an ideal amount of Java memory to use for queuemetrics?