76
Running QueueMetrics / Re: Tracking IVR - Services and Queues
« on: April 02, 2014, 09:51:51 »
Why do you get all those t's? you likely have a timeout that's too short.
QueueMetrics professional call center suite for the Asterisk PBX
News:
Welcome to the new forum!
Show Posts
This section allows you to view all posts made by this member. Note that you can only see posts made in areas you currently have access to.
77
General Asterisk configuration / Re: Newbie Questions
« on: April 02, 2014, 09:50:51 »
Hello there,
WombatDialer will easily implement both of these scenarios, on the same box, simply by running two parallel campaigns. This is quite easy to set up. It will also easily integrate (through QM's agent page) to an external CRM, both in progressive and preview modes.
SalesForce is a bit different from most CRMs as it has its won set of APIs for interaction and so it requires an external connector, but using something like SugarCRM or VTiger is trivial. See e.g. http://manuals.loway.ch/QM_AdvancedConfig-chunked/ch19.html
WombatDialer will easily implement both of these scenarios, on the same box, simply by running two parallel campaigns. This is quite easy to set up. It will also easily integrate (through QM's agent page) to an external CRM, both in progressive and preview modes.
SalesForce is a bit different from most CRMs as it has its won set of APIs for interaction and so it requires an external connector, but using something like SugarCRM or VTiger is trivial. See e.g. http://manuals.loway.ch/QM_AdvancedConfig-chunked/ch19.html
78
Running QueueMetrics / Re: Tracking IVR - Services and Queues
« on: March 28, 2014, 17:42:52 »
Can you get me an example of the queue_log generated?
79
General Asterisk configuration / Re: Configuring Transfered Calls
« on: March 28, 2014, 17:41:44 »
80
QueueMetrics news / Asterisk Call-Center survey 2014 released
« on: March 26, 2014, 11:54:36 »
We are glad to announce the release of our first call-centre customer satisfaction survey as a free eBook.
According to our corporate philosophy that binds accurate data measurement to relevant business improvements, we sent to our customers a survey about the usage of Asterisk® and QueueMetrics™ for their daily needs in call-centers management, analysis and statistics.
This was done to assess the perceived needs of existing customers so that we could prioritize future improvements. This is the first professional case study of its kind reported in the contact-center industry for installations based on Asterisk® technologies. Data collection for the survey was done in the period of October and November 2013 and treated as an anonymous on-line form. We did not collect personal information on respondents and didn't offer any prize or giveaway in order to avoid biasing the sample in our favor.
The results are quite interesting - get your free eBook here: http://queuemetrics.com/callcenter-survey.jsp
According to our corporate philosophy that binds accurate data measurement to relevant business improvements, we sent to our customers a survey about the usage of Asterisk® and QueueMetrics™ for their daily needs in call-centers management, analysis and statistics.
This was done to assess the perceived needs of existing customers so that we could prioritize future improvements. This is the first professional case study of its kind reported in the contact-center industry for installations based on Asterisk® technologies. Data collection for the survey was done in the period of October and November 2013 and treated as an anonymous on-line form. We did not collect personal information on respondents and didn't offer any prize or giveaway in order to avoid biasing the sample in our favor.
The results are quite interesting - get your free eBook here: http://queuemetrics.com/callcenter-survey.jsp
81
Running QueueMetrics / Re: Tracking IVR - Services and Queues
« on: March 20, 2014, 10:13:23 »
This is how it is supposed to work: http://manuals.loway.ch/QM_UserManual-chunked/ch09.html
My suggestion is: try and extract the log you generate for a call and post it here, so we can check whether it's correct or not.
My suggestion is: try and extract the log you generate for a call and post it here, so we can check whether it's correct or not.
82
Running QueueMetrics / Re: Time Period for Report Export Job
« on: March 20, 2014, 10:11:18 »
At the moment that's not possible :-( could you explain in greater detail what you are trying to do?
83
General Asterisk configuration / Re: Configuring Transfered Calls
« on: March 20, 2014, 10:10:25 »
I guess this happens in the T page as well? Most likley this is the cause.... http://queuemetrics.com/faq.jsp?uid=faq-053-transfers
84
Running QueueMetrics / Re: Abandoned calls in tables - Not in queuemetrics reports
« on: March 17, 2014, 09:27:14 »
Hello Bashed,
QM tracks calls on queues, and tries very hard to be 100% accurate on them. We do not track calls outside of queues, unless you earmark them for tracking (e.g. by entering IVR on them).
QM tracks calls on queues, and tries very hard to be 100% accurate on them. We do not track calls outside of queues, unless you earmark them for tracking (e.g. by entering IVR on them).
85
QueueMetrics news / QueueMetrics 14.03 released today
« on: March 13, 2014, 11:56:44 »
Release 14.03 is a bug-fix and performance-improvement release built on top of QueueMetrics 13.12. What you will surely notice is that QueueMetrics is now way faster when running actions on the server. This happens for example, when you log on agents to a set of queues. We also included many fixes that correct technical annoyances and make your experience smoother.
Under the hood, we made many changes to prepare the system for the next generation agent page that will debut in the next release.
The new page acts as an agents' workbench, including:
- a browser-embedded soft-phone
- all their CRM and intranet applications
- their presence and call information
- their inbound messages
...all within a simple and effective interface.
If you want to know more and test-drive the current version, we have an early-access program - please contact us. Comments are welcome!
Improvements
#2197 - Interaction with Asterisk through the AMI now 10x faster
#2173 - The multi-stint pop-up is now included in the general call detail pop-up
#2249 - Calls connected to agents after agent was removed do not start a new session
#2144 - Added Drill-down methods for the Performance Tracker page
#2172 - Immediate pick-up on configuration changes (no more latency in showing queues)
#2234 - Compatible with the latest Oreka TR installation
#2287 - Additional caching of frequent SQL queries
See http://manuals.loway.ch/QM_WhatsNew-chunked/ch08.html for a detailed description.
Bugs fixed
#2157 - Access to the Realtime page via XML-RPC might fail
#2219 - AGAW runner issue - wrong reference
#2277 - Agent page pop-ups abort if extension is missing
#2279 - Exception when parsing under non-existent session
#2125 - Added cache breaker to pop-ups
#2173 - Accessing multi-stint calls from block OD03
#2140 - Wrong counts in "Answered calls by custom groups" when reloading the page
#2191 - Excessive log at the "Severe" level
#2196 - Incorrect content-type in response for AJAX services
#2209 - Saner insert defaults for the queue_log table
#2226 - Possible XSS vulnerability fixed on the Error page
#2250 - The Agent's page would time out to '/queuemetrics/qm/undefined'
#2289 - Calls being originated would appear in the wrong order on the Agents page until connected
Under the hood, we made many changes to prepare the system for the next generation agent page that will debut in the next release.
The new page acts as an agents' workbench, including:
- a browser-embedded soft-phone
- all their CRM and intranet applications
- their presence and call information
- their inbound messages
...all within a simple and effective interface.
If you want to know more and test-drive the current version, we have an early-access program - please contact us. Comments are welcome!
Improvements
#2197 - Interaction with Asterisk through the AMI now 10x faster
#2173 - The multi-stint pop-up is now included in the general call detail pop-up
#2249 - Calls connected to agents after agent was removed do not start a new session
#2144 - Added Drill-down methods for the Performance Tracker page
#2172 - Immediate pick-up on configuration changes (no more latency in showing queues)
#2234 - Compatible with the latest Oreka TR installation
#2287 - Additional caching of frequent SQL queries
See http://manuals.loway.ch/QM_WhatsNew-chunked/ch08.html for a detailed description.
Bugs fixed
#2157 - Access to the Realtime page via XML-RPC might fail
#2219 - AGAW runner issue - wrong reference
#2277 - Agent page pop-ups abort if extension is missing
#2279 - Exception when parsing under non-existent session
#2125 - Added cache breaker to pop-ups
#2173 - Accessing multi-stint calls from block OD03
#2140 - Wrong counts in "Answered calls by custom groups" when reloading the page
#2191 - Excessive log at the "Severe" level
#2196 - Incorrect content-type in response for AJAX services
#2209 - Saner insert defaults for the queue_log table
#2226 - Possible XSS vulnerability fixed on the Error page
#2250 - The Agent's page would time out to '/queuemetrics/qm/undefined'
#2289 - Calls being originated would appear in the wrong order on the Agents page until connected
86
Running QueueMetrics / Re: Tracking IVR - Services and Queues
« on: February 25, 2014, 10:42:41 »
Yes it's so - it already is.
87
Running QueueMetrics / Re: Custom Call Reporting
« on: February 25, 2014, 10:41:49 »
You should use the control under Custrom Reports.
88
Running QueueMetrics / Re: Check what time an agent log on to QueueMetrics
« on: February 25, 2014, 10:41:10 »
Yes - that's an Agent session in QM.
89
Running QueueMetrics / Re: Agents not getting proper penalty on queue
« on: February 25, 2014, 10:40:45 »
Yes - this is by design. Should also be written on the user manual.
90
Running QueueMetrics / Re: Tracking IVR - Services and Queues
« on: February 14, 2014, 09:37:24 »
In general you are not sure if an IVR has a queue - for example, you could have a classic IVR "press 1 for English press 2 for Spanish" and then "press 1 for sales, press 2 for support" that has no queue until you make a final selection.