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QueueMetrics installation / Queues/Agents Questions
« on: May 27, 2008, 02:31:26 »
I'm not sure if I don't understand what's going on, or there's something wrong with Queuemetrics, or there's something wrong with my installation.
I have a couple of issues relating to Queues and Agents.
1. The "Agents for queue: XXXX" Screen doesn't appear to do anything. No matter which agents I tick, in main, wrap or spill, this doesn't seem to change which agents are actually members of which queue. Is this what this feature actually is supposed to do? What is the actual difference between main, wrap and spill? Do these just correspond to penalty values? If this is supposed to add agents to a queue, by what method exactly does Queuemetrics do this? Maybe I'm blind, but I can't find anything that actually details this.
2. I am trying to use FreePBX to assign queue membership for static agents instead of using dynamic agents. When I use dynamic agents, a list of queues that the Agent is a member of is displayed on the realtime monitoring page. So why is it when I configure static agents, I get an icon (img/icons_silk/database.png) in the "Queue(s)" field on the "Realtime Call center monitoring page" and no list of queues.
The calls appear to come through correctly to that agent, suggesting that they are in fact a member, but I can't tell from Queuemetrics which agents are members of which queues.
Here is an image that shows what I am talking about
Thanks for any help you can provide.
I have a couple of issues relating to Queues and Agents.
1. The "Agents for queue: XXXX" Screen doesn't appear to do anything. No matter which agents I tick, in main, wrap or spill, this doesn't seem to change which agents are actually members of which queue. Is this what this feature actually is supposed to do? What is the actual difference between main, wrap and spill? Do these just correspond to penalty values? If this is supposed to add agents to a queue, by what method exactly does Queuemetrics do this? Maybe I'm blind, but I can't find anything that actually details this.
2. I am trying to use FreePBX to assign queue membership for static agents instead of using dynamic agents. When I use dynamic agents, a list of queues that the Agent is a member of is displayed on the realtime monitoring page. So why is it when I configure static agents, I get an icon (img/icons_silk/database.png) in the "Queue(s)" field on the "Realtime Call center monitoring page" and no list of queues.
The calls appear to come through correctly to that agent, suggesting that they are in fact a member, but I can't tell from Queuemetrics which agents are members of which queues.
Here is an image that shows what I am talking about
Thanks for any help you can provide.