Topics

61

QueueMetrics news / Monitor your live QM system

« on: November 15, 2010, 10:32:27 »

Hello all,
we have prepared a new tutorial that teaches how to do advanced monitoring of a running QM system. See here: http://queuemetrics.com/manuals/QM_AdvancedConfig-chunked/ar01s07.html

Please take notice we have changed address and telephone no.

62

QueueMetrics news / QueueMetrics 1.6.2 released

« on: October 15, 2010, 11:32:02 »

QueueMetrics version 1.6.2 has been released today. This release offers a number of bug fixes, misc improvements and new developments.

New features:
#1162 - New graph: Inclusive Answered SLA [UN18]
#1163 - New multi-period logic for SLA timing
#1172 - QM now shows the supervisor's name and not logins
#1181 - Improved distribution graphs. Now with data legends.

Errors fixed:
#1180 - Taken-.lost call graphs were not visible in 1.6.x1
#1177 - The INFO IVR field was not reported correctly in multi-stint mode
#1152 - Graphs would not be correct for non-latin languages
#1144 - Error when creating some SQL queries
#1145 - Error for expired session on call detail popup
#1146 - Error when selecting locale
#1160 - Report list would crash if no report was available
#1170 - Rare error exporting to XML
#1175 - Turned off logging for "Unknown Verb"
#1182 - An extension is required for hotdesking agents

FAQs:
#1139 - New FAQ on using "Sliding Window" mode and on why having logged-on agents is a good idea
#1173 - Wrong links on the FAQs

You can download the latest version immediately from the downloads page.As an alternative, if you run RHEL or CentOS (or any distribution derived from them, like e.g. TrixBox, Nerd Vittles and AsteriskNOW), you can install it automatically using yum - see the installation page.

If you would like to write a language pack for your native language, it's very easy and it only takes a couple of hours' work. See the Translating QueueMetrics document from the Manuals page.

As always, we value your feedback on how to improve QueueMetrics to make it a better fit to your needs.

63

QueueMetrics news / New script to load broken queue_log file

« on: August 06, 2010, 12:08:31 »

Hello all,
we have added a new script that makes it easy to load in a single pass a queue_log file that has been broken into multiple pieces by the log rotation.

You can find it here:

http://queuemetrics.com/manuals/QLoader-chunked/ar01s02.html


 

64

QueueMetrics news / QueueMetrics 1.6.1 released

« on: July 02, 2010, 09:44:19 »

QueueMetrics version 1.6.1 has been released today. This release offers a large number of bug fixes, misc improvements and new developments. Some are worth pointing out:

* Hotdesking - a lot of our customers complain that after switching to ADDMEMBER-style logins, it is not possible to keep agents separate from their extensions. Hotdesking solves this in an easy and efficient manner, and makes it all transparent if you use the Agent's page.

* To make implementing Hotdesking easier, we release the new User Manual with a section explaining all the details, and we also release version 4.0 of the TrixBox/FreePBX tutorial using hotdesking.

* Automatic language negotiation - QueueMetrics will automatically speak your preferred language.

* License expiration notice - you will get a visual notification before your license actually expires, thus freeing you to remember when it is due.

* We have a new "Advanced configuration" manual that explains a number of topics - it is a "work in progress" but worth checking out.

* If you update using RPMs, QueueMetrics will use Java 6 instead of Java 5. This improves system performance and gives access to a plethora of live monitoring tools.

* Logging has been reduced to avoid excessive I/O load on busy systems


Major changes:
#857 - New SubqueueMode that propagates all subqueue events to the parent queue
#1029 - Automatic language negotiation at session start
#1001 - SIP channel hotdesking
#1061 - Hotdesking - Quick database sync
#1062 - Hotdesking - Changes to the Agent's page
#1117 - QM will show a message before its license is due to expire.

Minor updates:
#1118 - Removed excessive logging
#1125 - Keeping track of completion codes on muti-stint calls
#1112 - Exporting UTF-8 characters over XML-RPC
#1012 - Improved number parsing resiliency in the Configuration Wizard
#1105 - Too many reports were shown in the 00-All page
#753 - No more conflicts with Fedora RPMs
#1038 - Multiple content-type on page bug.
#1078 - Traffic Analysis and Agent Performance reports were not visible
#1031 - Time offset was not computed correctly when running in cluster mode
#1036 - Export of any report over Robot mode
#1039 - Hotdesking - wrong reporting code passed to Asterisk dialplan
#550 - Manual call closure on qlog_opencall
#571 - Loader scripts now LSB-compliant
#1011 - Fixed dependency not present in Java 1.4
#1037 - Fixed method not present in Java 1.4
#1040 - Fixed potential issue with algebraic expressions
#1067 - AGAW issue made it sometimes not runnable in QM 1.6.0.1
#1086 - Date format was not correct for cz_CZ
#1088 - Missing unused decoder file
#1123 - Encoding issue on QA form
#1004 - Short code visible with the report editor
#1030 - The CALLMONITOR key was incorrectly used instead of the MON_ADIO one.
#981 - Some   on the Agent Session Editor page (ported on main trunk)
#982 - The session total duration is not correctly calculated (ported on main trunk)
#983 - Cannot adjust the time for some sessions (ported on main trunk)
#1110 - Supervisors should be Analysts (ported on main trunk)
#1031 - Problem with time-zone offset in Cluster mode.
#1033 - Excessive logging on catalina.out

65

Running QueueMetrics / MOVED: Want a feature

« on: June 08, 2010, 14:24:31 »

This topic has been moved to Improving QueueMetrics.

http://forum.queuemetrics.com/index.php?topic=920.0

66

QueueMetrics news / QueueMetrics on Twitter

« on: May 11, 2010, 15:57:38 »

If you have a Twitter account, you can keep yourself informed on QueueMetrics news and updates through: http://twitter.com/queuemetrics

Thanks!

67

Problems / MOVED: Got 3 identical SQL records for a single call

« on: May 03, 2010, 14:44:37 »

This topic has been moved to Running QueueMetrics.

http://forum.queuemetrics.com/index.php?topic=876.0

68

QueueMetrics news / Updated dependencies

« on: April 29, 2010, 12:38:16 »

Hello all,
since today, the latest QueueMetrics RPM downloads Java 6u20 and Connector/J version 5.0.8.
This should lead to an improvement in performance and manageability.

69

QueueMetrics news / New FAQ entries available

« on: April 23, 2010, 11:41:56 »

Hello there,
we have added a number of new FAQ entries - you'll find them all at http://queuemetrics.com/faq.jsp


* Detecting realtime timing issues

How to check if your asterisk server has a clock that is aligned with the QM clock
when you do not see realtime reports.

* Error: Out of memory error - Tuning Java Memory

Added a real-life example of a production server for a 100+ seat call-center
where QM is used for monitoring (but no agent's pages).

* Mixed-up pages after an upgrade

If QM does not work after an upgrade, this explains how to clean the caches.

* Removing Tomcat logging

Turning off Tomcat logging.

* Updating QueueMetrics and keeping the key and configuration

How to avoid losing the current configuration.

* Why do I get wrong agent names displayed?

Avoid using agent names in Asterisk!

* Repairing a MySQL database

How to check/repair a MySQL database, e.g. after a system crash.

* Using UTF-8 encoding

How to use full UTF-8 encoding.

* Updating the Java SDK

How to update the Java SDK

70

AGAW / AGAW saying "Login error for user" in QueueMetrics 1.6 - bug #1067

« on: April 16, 2010, 12:38:24 »

We noticed that the default agaw-runner.sh file that ships with QM has an error that causes it to crash with the error "Login error for user ...."

In order to fix it, change the line that says:

REDRPC=$JARLIB/redstone-xmlrpc-1.0.jar

to:

REDRPC=$JARLIB/redstone-xmlrpc-1.1.1.jar

This should fix it.

We have upgraded the file in the next public release and added a check that prevents it from running if some required JARs are missing.

71

QueueMetrics news / User manual released

« on: April 02, 2010, 17:15:12 »

We finally released a user manual that details all the objects available for the report editor. You can download it from http://queuemetrics.com/download/QM_UserManual_1602.pdf

If you want to have a peek at the new stuff, see http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s06.html

72

QueueMetrics news / QueueMetrics 1.6.0.1 released

« on: March 24, 2010, 09:54:23 »

QueueMetrics version 1.6.0.1 has been released today. This is a fix of a couple of annoying problems that have been found in 1.6.0:

* #1031: There was a problem with time-zone offsets when running in cluster mode.
* #1033: The logging in 1.6.0 was extremely verbose, causing huge catalina.out files and unnecessary I/O.
Both problems are now fixed.

You can download the latest version immediately from the downloads page.As an alternative, if you run RHEL or CentOS (or any distribution derived from them, like e.g. TrixBox, Nerd Vittles and AsteriskNOW), you can install it automatically using yum - see the installation page.

73

QueueMetrics news / Clustering issue on 1.6.0 (solved)

« on: March 15, 2010, 15:07:28 »

Hello all,
we realized there was a glitch in 1.6.0 that caused cluster results to come out blank. We already fixed this issue - if you want to be on the safe side, just repeat a "yum update" or download the latest 1.6.0 from the main downloads server.
To see if your build is affected, check the build number  on the License page - builds 2101 and newer are safe.

74

QueueMetrics news / QueueMetrics 1.6.0 released

« on: March 11, 2010, 18:00:50 »

QueueMetrics version 1.6.0 has been released today. This long awaited release offers a large number of improvements and new developments. Some are worth pointing out:

* Reports are not fixed anymore but dynamic - you can have different users access different reports, or create targeted reports for different people or situations. This is an important feature - see Section 18.9 of the User Manual.
* Agent groups are a new way to group together agents; we suggest using them in order to track agents by seniority or work position. New reports available.
* It is now possible to use Asterisk 1.6's native database log format instead of Qloaderd. This does not work for clustered systems but may be very handy.
* New payroll export keeps track of who worked where in your call-center and provides data to external payroll applications.
* The Quality Assessment section ahs been much improved, and a new Grader's page lets you meet monitoring targets easily.
* A couple of new rich reports: Agent performance by ACD Group and Traffic analysis by period let you monitor the overall poerformance of your Call center moire easily.

Major changes:
#491 - Asterisk 1.6.x realtime QueueLog native format
#770 - XML-RPC extraction for QA reports
#807 - Agent Group filtering on Custom Reports and Realtime
#810 - Break down by agent group in QA report
#817 - QA search form - new criteria
#843 - Graders page: call selection filters by ag group / status code
#860 - Payroll: New page: payroll search
#861 - Payroll. New page: session detail and agent detail
#862 - Payroll: New page: payroll change
#863 - Payroll: data export
#864 - Payroll. Queue_log updaters
#865 - Payroll: changes to the Agent page
#866 - Customized reports: editor
#867 - Customized reports: database updaters
#868 - Customized reports: pages
#842 - QA: Not mandatory fields
#898 - Graders Page. Filter by rep
#906 - QA: Having 10 sections and 100 scores
#909 - Adding filters to the QA reports
#902 - QA: Reports like -s
#903 - Graders Page: Decimals based on target
#950 - QA: Comments added to QA forms are limited to 250 characters
#952 - QA: Showing both form data and the comments in the same form
#921 - PH Reports #1: Agent performance by ACD Group
#922 - PH Reports #2: Traffic analysis by period

Minor updates:
#658 - Added a scroll bar and increased the QA grading form size
#660 - Added items list on QA form edit
#661 - Adding navigation through QA reports
#662 - "Cloning" forms
#664 - QA section scores
#665 - Audit log
#690 - STDOUT log cleaning
#739 - Wrongly decoded code name
#747 - Report by SLA
#748 - QA: avoid to invalidate the session by a timeout
#758 - Avoid to search files if MON_AUDIO key is not defined for current user
#760 - Oreka: player format change
#764 - Minor issues on agent group page definition
#773 - Move the details button on top of the page
#780 - Filter out queues on the AddMember/RemoveMember agents buttons
#792 - Overflow on numeric field
#800 - QA Items Editor minor bugs
#803 - QA comments layout
#804 - QA: show blocked forms
#805 - QA: agent group icon is not shown
#806 - QA: blocked forms are not shown in the combo form selection
#811 - Graders page: previous search parameters are lost at each time
#812 - Agent Group and Outcome have to be stored on QA DB
#813 - Agent Group icon not present on grader's page
#816 - Graders page layout - move down agents
#818 - QA Grading shows only the first available file
#828 - Oreka: error in video query
#834 - Agents were improperly filtered out when realtime is started by a custom report
#836 - Check if XML-.RPC tarnsactions are visible to the transactions analyzer
#837 - Memory allocation in a never ending loop
#844 - Logs for a production system are too verbose
#848 - QA: Drop-Down items are too small
#854 - Video on outbound calls
#891 - AGAW: if login fails, it is not clearly stated
#896 - Form scores to 0
#897 - Graders Page. Remaining calls
#900 - QA: Old data in new forms
#901 - QA: Hold time stop watch timer
#904 - QA: Answer sequence Good->Bad
#905 - QA: Form filled multiple times
#907 - Adding Location to the Grader?s page
#908 - Using radio buttons for QA yes/no
#916 - XML-RPC crashes without specifying anything in the log
#923 - Reducing Logging on production build
#933 - Keys separed by CR are not properly read
#942 - Handle direct access to a dynamic page
#943 - RT AJAX: having longer wait durations
#946 - Area Analysis has to be enabled
#947 - RT AJAX: external URL access
#949 - Agent/123 joins agent/1234's queues as well
#956 - Setup Wizard: Queues with changed alias have not to be updated
#961 - Deleting agents members of queues generates invalid queues
#962 - Flip Menu is not synchronised with dynamic page contents.

You can download the latest version immediately from the downloads page.As an alternative, if you run RHEL or CentOS (or any distribution derived from them, like e.g. TrixBox, Nerd Vittles and AsteriskNOW), you can install it automatically using yum - see the installation page.

If you would like to write a language pack for your native language, it's very easy and it only takes a couple of hours' work. See the Translating QueueMetrics document from the Manuals page.

As always, we value your feedback on how to improve QueueMetrics to make it a better fit to your needs.

75

QueueMetrics news / QueueMetrics 1.6.0 pre-release

« on: March 08, 2010, 17:06:14 »

Hello everyone,
we'll be officially releasing QueueMetrics 1.6.0 in the next days.... but as the binary packages are already done, you can get it immediately from the Yum repositories, or you can download the latest version from http://queuemetrics.com/download/QueueMetrics-1.6.0-trial.tar.gz

We'll be looking for your comments!