Messages

46

Running QueueMetrics / Re: autoopenurl

« on: February 17, 2010, 00:14:11 »

So the salesforce URL should pop everytime the page refreshes and a new entry has been added?


realtime.agent_autoopenurl=true

realtime.agent_button_1.enabled=true
realtime.agent_button_1.caption=Salesforce
realtime.agent_button_1.url=https://blahurl

Is there any plan to move the Agent page to AJAX?

47

Running QueueMetrics / autoopenurl

« on: February 16, 2010, 16:27:48 »

I used the custom agent buttons to have a button that opens a salesforce page that matches the Caller ID of the last call taken by the agent.  Is there a way to make this auto open every time they get a call?  As far as I know the autoopenurl is for opening queuemetrics call details right?


Regards,
Brendan Henry

48

Running QueueMetrics / Issue with Pause

« on: January 25, 2010, 21:03:00 »

I am running version 1.5.5 with seperate mysql,asterisk, and tomcat servers.  We have weekend support on saturday which is usually handled by a single agent.  The agent had logged in and calls were waiting in the queue but these calls were not being distributed to him.  At our call center, we employ autopause whenever there is a missed call so my first thought was that the agent was paused on asterisk but the pause status was not reflected in Queuemetrics (This happens somewhat frequently).  I ran a quick daily report but found no pause details on the agents tab.  I ran a few more custom reports etc but found no pauses.  I ran a 30 day report for this agent and found the pauses that I was looking for.  He was paused the whole day!  What I believe happend is that since this agent only works on weekends, he had logged out while paused last week.  Because the report I was running did not include the date that his initial pause took place, it did not show up.  is this a reasonable explanation?

Is there any way on the Asterisk side to have my agents automatically be unpaused when they logout?


Regards,
Brendan Henry

49

Running QueueMetrics / Re: Seperating Agents on the Agent tab by Queue

« on: September 08, 2009, 23:59:10 »

The issue is that I see every agent.  If I run a report for sales, I only want to see only the sales agents availability etc and not everyones...

Maybe I need to play with keys again or something.

50

Running QueueMetrics / Seperating Agents on the Agent tab by Queue

« on: September 03, 2009, 21:00:11 »

I am running version 1.5.0 so maybe this was fixed in one of later releases but I have multiple departments using the same database and queuemetrics page and the agents report tab contains agents of both departments.  For example if I run a report for the Sales department, I see agents from both the Sales Queue and the Support Queue on the agents tab.  I would like to only see agents from the Sales department in this scenario.  Is there a way to do this or have I misconfigured something?

Regards,
Brendan Henry

51

Running QueueMetrics / Re: Call Recording Local Files By Day

« on: April 14, 2009, 15:54:01 »

That was it.  Thank you so much! 

52

Running QueueMetrics / Call Recording Local Files By Day

« on: April 09, 2009, 16:40:14 »

I am trying to use the Local Files By Day method of recorded file retrieval but am running into a problem.  When I set default.monitored_calls=/HQASX/Recordings/%YY-%MM , the links to the recorded files does not show up (I assume this means that it can not fine the file in the specified folder).  /HQASX/Recordings/ is a samba mount to windows share.  It contains folders 2009-03 and 2009-04.  When I set default.monitored_calls=/HQASX/Recordings/2009-04, the links to the recordings are there and this functions as it should.

What am I doing wrong?  Might this have something to do with it being a samba mount?

53

Running QueueMetrics / Re: Agent Login - Multiple Asterisk Boxes

« on: April 02, 2009, 19:42:52 »

Sorry to bump this old thread but I have come back to this redundancy scenario.  Having agent's login to both servers at once is ideal because they should not even need to know about the clustering that is taking place in my opinion.  After reading through the Queuemetrics clustering section in the documentation, it seems that with clustering, the agent must select which server to login to.  Am I correct in this?

Is there no way to get have the agent login through Queuemetrics once and be logged onto both servers? 

I guess the problem would be redundant agent login and pause data?

Regards,
Brendan Henry

54

Running QueueMetrics / Agent Login - Multiple Asterisk Boxes

« on: February 17, 2009, 14:50:57 »

I am trying to setup redundancy for my Asterisk server.  At the moment I have a hot spare ready to go in the case of a crash but one issue is that information about which agents are logged in / paused will be lost when I flip to my secondary server.  I would like to have my agents actions that are performed on the agent login page be performed on both servers.  Meaning that when an agent logs in to the main asterisk server they are also logged into the backup asterisk server.  Is this currently possible?

Here is my info from configuration.properties as it stands: callfile.dir=tcp:ID:password@x.x.x.x

Regards,
Brendan

55

Running QueueMetrics / remotely stored recorded calls

« on: January 19, 2009, 21:30:40 »

I haven't completely thought this through yet but I will need to be recording calls for at 4-6 weeks with an estimated size of ~100 Gigs which will be stored remotely.  Is there a way for Queuemetrics to access these files.  Should I just use mount the other directory on to my Queuemetrics server?  My goal is to have all of these recorded calls accessible to my support managers.  So far I have been able to do this with locally recorded files.

Thanks!

56

QueueMetrics installation / Re: Pause Status not changing in reports

« on: January 13, 2009, 17:39:24 »

Marco,

You are correct that it would report code meeting for 2h and 5 minutes when I was thinking the reverse but the point is still the same.  I understand the ability to change mistaken pause codes.  The problem is that if an already paused agent has to unpause themselves to change their pause code then during a busy time of day they could receive a call.  They would then have to miss the call which then be reflected in the reports and they would then get a manager asking them why they missed a call.  This is clearly not a deal breaker but it does present a possible problem. 

Regards,
Brendan Henry

57

QueueMetrics installation / Re: Pause Status not changing in reports

« on: January 12, 2009, 16:22:37 »

The "correct behavior" seems to be the problem.  We are trying to track an agent's actions through out the day.  For instance:

1) an agent pauses with reason "smoke break" and returns after 5 minutes
2) The agent then has to go to a meeting so he pauses again (while still paused) using "code meeting"
3) The agent returns 2 hours later after their meeting and unpauses

In the reports It will look to the manager like the agent went on a 2 hour smoke break which is in fact not true.  This is the issue that we are having.

58

QueueMetrics installation / Pause Status not changing in reports

« on: January 09, 2009, 19:45:36 »

I am having a problem with pause status not changing when an already paused agent updates his status.  In the agent pause details you only see the agents initial pause and not the subsequent pause when the agent changes his pause reason.  For instance we are seeing agents who are pausing under code "Lunch" then come back and change their pause code to "Filing".  This does update the realtime monitor but these changes are not reflected in the agent pause detail reports.  Please let me know if there is a solution ?

59

Improving QueueMetrics / Agent Login Data

« on: December 30, 2008, 00:05:56 »

I would like to see a more intuitive report for agent login data.  I realize that I can see when an agent logged in and out with agent session details but I am looking for something to tell me more details such as:
when the did the agent login - when did they log off - how many calls they took - how many they missed - what was their talk time - what was their avail time in queue - what was there away time from the queue what was their average handling time.

These are things that my support managers have asked for in one single page.

Thanks!
Brendan

60

Running QueueMetrics / Re: Call Recording

« on: December 03, 2008, 17:26:11 »

Silly me.  Thanks!