RealtimeDO.RTRiassunto Not returning Num Agents and Ready Agents in 14.06.2

QueueMetrics > Scripting QueueMetrics

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mirkox:
Thanks.

How do you log your agents to start work? Are they static? Because in that case is right that QueueMetrics 14.06 does not show them as logged in the queues; it was wrong in the old version.

If you log your agents (from the agent's page) with Join Q/Leave Q you'll see exactly what agent is working on a given queue; try enabling hotdesking: http://manuals.loway.ch/QM_UserManual-chunked/ch24.html#_enabling_hotdesking_in_the_agent_page (24.16)

Mirko

barryf:
Hi Mirko,

Making some progress. I cound that by adding dialplan logic to create a HOTDESK queue_log entry like:

1409907293|1409907288.803|NONE|Agent/7007|HOTDESK|SIP/7007

..that now QM sees that the agent is available. However ,this does not work for subqueues, which we use extensively. As an example, I have two queues:

301 - Test Queue
301.mytest - Test Subqueue

I have an agent, Agent/7007, who is configured in QM as a member of both 301 and 301.mytest. When this agent logs in it produces the following queue_log entries:

1409907293|NONE|NONE|Agent/7007|AGENTCALLBACKLOGIN|7007@from-internal
1409907293|1409907288.803|NONE|Agent/7007|HOTDESK|SIP/7007
1409907294|REALTIME|301|SIP/7007|ADDMEMBER|

Now, QM reports that the user is in the main 301 queue but shows no members in 301.mytest

Even if I only ask for 301.mytest QM reports that "All selected" has 1 agent, by 301.mytest has none.

Results from query of subqueue 301.mytest:

Results from query of all 301 queues:

I wonder could you show me example queue_log entries of an agent logged in to a queue such that his membership of subqueues also displays?

Thanks

-Barry

mirkox:
Hi Barry,

for QueueMetrics a subqueue is just a normal queue independent from any other queue. So, you'd need to define the subqueue as well (in Edit Queues).

Mirko

barryf:

--- Quote from: mirkox on September 08, 2014, 09:43:05 ---Hi Barry,

for QueueMetrics a subqueue is just a normal queue independent from any other queue. So, you'd need to define the subqueue as well (in Edit Queues).

Mirko

--- End quote ---

Yes, I know that, and both queues are set up in QueueMetrics, and the agent is a member of both. This same configuration shows the agent a member of all queues in 1.6.10 but not in the 14.02 version, even though the configs are identical.

Could you show me example queue_log entries of an agent logged in to a queue such that his membership of subqueues also displays?

Thanks

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