QueueMetrics > Improving QueueMetrics

WishList: Option to disable per-queue ADDMEMBER/REMOVEMEMBER

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AndyS:
We'd like to move from AGENTCALLBACKLOGIN/LOGOFF to ADDMEMBER/REMOVEMEMBER but we don't want the agents to have the ability to log on/off specific queues.  We would prefer the agent behaviour to remain the same as currently, where the administrator selects the appropriate queues for each agent, and the agent is forced to log on/off all assigned queues simultaneously.

Could you create a configuration.properties option that disables the "Agent's queues" drop-down in the Add Member/Remove Member popup screens, and instead performs the action as though the agent had selected "All Assigned" from the drop-down?  This would be a really useful feature for us, and would ease the migration to ADD/REMOVEMEMBER greatly.

An even better solution might be to have a default behaviour that allows only "All Assigned" behaviour, and to have a security key that enables queue-specific logon/logoff at the agent level.  This would allow us to enable queue-specific logon/off for super-agents and supervisors.

Regards, Andrew.

marcos:
Hi Andrew.

Actually the "Add Member" and "Remove Member" buttons are implemented listing all the queues associated to a user following this order:

1. All assigned: a composed queue formed by all queues where the agent is working on;
2. All elementary queues where the agent is working on;
3. All other elementary queues visible by the agent.

The idea we had, when we implemented this strategy, was to let able agents to log-in/out to queues not directly assigned to them, for example, to help queues with temporary problems.

Filtering out elementary queues, as asked in your post, requires some modifications in the QueueMetrics code.
We track your suggestion in our feedback tracker as #688 and we plan to implement it in future QueueMetrics releases.

Thank you for your feedback.

Regards,
Marco.

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