Messages

1

Running QueueMetrics / Re: All pause codes displaying "-"

« on: February 03, 2011, 10:37:01 »

Not quite sure to be honest I just told the IT team where to look and they figured it out and how to get around it. At least now it's fixed 

2

Running QueueMetrics / Re: All pause codes displaying "-"

« on: February 02, 2011, 17:10:14 »

I think we've now sorted it and the problem was "1234@from-internal@from-internal" where it should only be "1234@from-internal". This has been changed and now we're seeing pause codes displayed correctly in both realtime and in the reports. Thanks for getting us to check this as we wouldn't have found it if not directed to look there.

Thanks

3

Running QueueMetrics / Re: All pause codes displaying "-"

« on: February 01, 2011, 17:43:44 »

The detail of agent pauses report shows some codes correctly with the majority displaying "-" in both code and activity columns.

Hopefully this is the info you require but this is taken from Asterisk when an agent pauses:

Executing [22@queuemetrics:4] System("Local/22@queuemetrics-4c95,2", " echo "1296577907|1296577907.364468|NONE|Local/1234@from-internal@from-internal|PAUSEREASON|01" >> /var/log/asterisk/queue_log ") in new stack

Pause code 01 refers to our admin code so this is recording correctly.

Thanks

4

Running QueueMetrics / All pause codes displaying "-"

« on: January 28, 2011, 16:04:03 »

Hi,

On our Realtime report we have always had issues with agents setting the correct pause code so we've enabled the forcing of pause codes in the config file which works fine, however no matter which code is selected we only ever see "-". We've logged in and done multiple tests as an agent to see if it was them doing it incorrectly or the system and seeing as they can no longer choose "-" as it's not a valid pause code it has to be a system issue.

Is there a quick fix to this issue as we need to be able to monitor our agents in realtime and know what they're doing?

Thanks

5

Running QueueMetrics / Re: Talk time by interval

« on: January 24, 2011, 09:37:58 »

Thanks we'll contact them and see what can be done.

6

Running QueueMetrics / Re: Talk time by interval

« on: January 21, 2011, 12:30:31 »

No, I need to know the actual amount of talk time for all agents logged into the chosen queue (Inbound Sales) by interval (30 mins). There is currently an Answered call distribution per hour report which gives the interval, number of calls, average, min and max call duration. I need this information but for actual talk time not an average, so this report would just have a total time at the end like below:

Hour      Num   Ans     Avg     Min     Max    Total
09:00      5       3      5:00    5:00    5:00    25:00
09:30      5       3      5:00    5:00    5:00    25:00
10:00      5       3      5:00    5:00    5:00    25:00

Thanks

7

Running QueueMetrics / Talk time by interval

« on: January 19, 2011, 16:49:04 »

Hi,

I've looked through all the reports but can't seem to see a statistic I need for reporting within our call centre.

I've found the majority of the data I require within the Inclusive SLA per hour report but it seems to be missing one vital statistic which is talk time. Is there anywhere that I can get talk time by interval as we need to report on agent AHT so we can track agent behaviours and call trends throughout the day, then from this look in further detail at agent occupancy to find out whether we're over/under staffing. It's strange that there are reports for min/max/avg talk time but not actual talk time for the intervals.

I'm hoping we've just missed this somewhere and it is actually available.

Thanks for your help.