QueueMetrics > Running QueueMetrics

Switching between pause codes has a bug - One MUST un-pause before switching!

<< < (2/3) > >>

QueueMetrics:
From our tests, the code actually gets changed, as expected.

torontob:
From e-mails that I got from Lenz he says that the code changes to the second pause code and doesn't record the first pause code because you want to give a chance to user to fix the wrong pause code. This is wrong behaviour. Why would we want the user to fix their timing?

You have probably not tested this properly.

The system only logs the 2nd pause code if one goes on two pause codes right after each.

I would be interested to know what the overall team consensus is because in e-mails I am getting different answers. You are saying it's working, Lenz tells me it's not working but it's set to work allow agent to fix it's mistake.

Regards

QueueMetrics:
The one that Lenz refers to is the expected behavior, so I am not seeing a bug here.

torontob:
Expected behavior it may be because you coded it but the ration behind it does not suit a real-life situation.

Which employer gives the employee the chance to fix their own billable or non-billable pause codes?

Your team reasoning is that if a user makes a mistake on a pause then they should be able to change it quickly to reflect the right one.

Really no employee expects to be able to fix their pause code mistake. That is what a supervisor is for and that is why it should be brought to the attention of the supervisor. That is how all punch clocks work as well.

I hope this doesn't come as rude to you - as I am trying to help improve QM - but really your ration is not right and there is no use to what you call "expected behavior"/feature.

Regards,

bhenry:
I ran into this situation as well.  What I did to fix it is to unpause the agent first before processing the pause.  I added this to extensions_queuemetrics.conf to replace the old pause section.  It will cause an unpause then pause when the agent presses the pause button.

exten => 22,1,Answer
exten => 22,2,NoOp( "QM: Pausing Agent/${AGENTCODE} with pause reason '${PAUSEREASON}' made by '${QM_LOGIN}' " )
exten => 22,3,UnpauseQueueMember(,Local/${AGENTCODE}@from-queue/n)
exten => 22,4,PauseQueueMember(,Local/${AGENTCODE}@from-queue/n)
exten => 22,5,System( echo "${EPOCH}|${UNIQUEID}|NONE|Agent/${AGENTCODE}|PAUSEREASON|${PAUSEREASON}" >> /var/log/asterisk/queue_log )
exten => 22,6,Hangup

This way the agent does not have to do any manual unpausing between pauses.  Also I have never had a situation where the split second unpause triggered an improper call to be received during a break.

You may need to adjust slightly for your needs.

-Brendan

Navigation

[0] Message Index

[#] Next page

[*] Previous page