Can someone please explain these two snapshots as to what is happening?

[torontob]

Hi Everyone,

So, I got QM to work with PBXinaFLASH. Now trying to understand what is happening. I have two pictures below and I circled the points of intrest for me in BLUE.

1- In first picture, I see that Agent 331 is on TWO calls???!!! how does that make sense. And why is it all RED? is that to do with the SLA? What are all the REDs mean.

2- In second picture, despite picking up the call it still shows RED. Is that becuase it was picked up past 1 minute? would it keep showing that for ever till call is finished?

3- What action and changes in QueueMetrics settings requires a "service queuemetrics restart" ?

4- What does a "service queuemetrics restart" effect? agents? reports? queues? receiving calls? stops asterisk?

5- When is a good time to bring all the rotated queue logs together? during business hours or after? or it QM and Asterisk don't give a heck and it won't break anything at anytime?

6- One more, what does the magic stick on the right do? Talking about QA. Who is that for? Agents? admin? supervisor?

Thanks a lot.

Snapshot #1:



Snapshot #2:

[QueueMetrics]

1- In first picture, I see that Agent 331 is on TWO calls???!!! how does that make sense. And why is it all RED? is that to do with the SLA? What are all the REDs mean.

2- In second picture, despite picking up the call it still shows RED. Is that becuase it was picked up past 1 minute? would it keep showing that for ever till call is finished?

The colors are settable in the queue definition, basically they are meant to be alarms. You can turn them off or change their settings.
The agent with double calls means there was a missing log record from Asterisk. You can "correct" the situation by "closing" the call if you use SQL storage. 

3- What action and changes in QueueMetrics settings requires a "service queuemetrics restart" ?

4- What does a "service queuemetrics restart" effect? agents? reports? queues? receiving calls? stops asterisk?

That is used to:
- flush memory used (it is always wise to do it weekly or so)
- No reports are affected (ever!) as it is based on the data Asterisk provides.

5- When is a good time to bring all the rotated queue logs together? during business hours or after? or it QM and Asterisk don't give a heck and it won't break anything at anytime?

Basically QM does not care. Consider that no data is lost in any case - worst case, the users will not see correct realtime data for a few seconds..

6- One more, what does the magic stick on the right do? Talking about QA. Who is that for? Agents? admin? supervisor?

It is used to open up a menu pf related functions.... like e.g closing calls.

[torontob]

Thanks for the info.

So, where is the Magic Stick settings? I want to set it to VNC and to Monitor and Close Call like it is on the Demo of QueueMetric server.

Thanks

[QueueMetrics]

Depends on your keyring and your storage model and whether the information applies (eg for VNC, if the agent has no VNC, it will never show). Look here. http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s20.html
 

[torontob]

Thanks for that.

1- Since I am running PBXinaFLASH, I think upgrade to Asterisk 1.6 shouldn't be a big problem and it seems to be the right thing to do to delegate the Queue logs to MySQL via Asterisk than using the Qloader. Please correct me if I am wrong.

2- Other than the bug that a call might sometime remain open forever unless closed when using MySQL queue log, I don't see any mention of other problems on this forum. Or is there other complications and it's better to stay wtih Queue_log file when doing about 15-20 users with AGAW?

Note: I have seen the same bug with Queue_log file as well without even using MySQL.

3- Are the reports generated on the GO when it's run? Is all pullen down from the Queue_log file or MySQL, parsed, and displayed? is there anything that QueueMetrics adds to the logs? Where are they? in a file or MySQL table? and what are they?

Thanks a lot for your amazing replies.

[QueueMetrics]

We advise using qloaderd for this very reason; in case anything goes wrong with the DB, Asterisk can still write a file. The qloaderd will be extra-safe when loading data, but you also have a local copy that is easy to backup.

[torontob]

Thanks. What about #3 please.

thanks

[marcos]

Hi, to answer to your last questions:

> "3- Are the reports generated on the GO when it's run?..."
Yes.

> "...Is all pullen down from the Queue_log file or MySQL, parsed, and displayed?..."
Yes.

> "...is there anything that QueueMetrics adds to the logs?..."
Depends. QueueMetrics tries to validate data if corrupted. The way it does is too much complicated to have it explained in some rows.

> "...Where are they? in a file or MySQL table? and what are"
It depends on what technology you are using. If qloaderd + MySQL, the queue data will be stored in the queue_log table.

Thank you and regards,
Marco Signorini.