1
Running QueueMetrics / Re: Agent Listing
« on: August 10, 2011, 18:51:22 »
Any possibility of this getting added as a feature in the near future?
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.
Pages: [1] 2
2
Running QueueMetrics / Disconnection cause
« on: March 29, 2011, 23:27:16 »
What does "Empty" stand for in the disconnection cause on the unanswered detail report?
3
Running QueueMetrics / Re: Agent not getting added to the selected queue
« on: January 03, 2011, 18:17:00 »
For the question "When are you saying "my selection is not saved into the queue setup" are you telling that checkboxes associated to agents in the queue member list are not saved as expected?"
Yes that is the problem.
Yes that is the problem.
4
Running QueueMetrics / Re: Agent not getting added to the selected queue
« on: January 03, 2011, 18:14:41 »
I am using Google Chrome v-8.0.552.224. As suggested I cleared the cache and tried adding the agents again but the issue still persists. Please advice.
5
Running QueueMetrics / Re: Agent not getting added to the selected queue
« on: December 28, 2010, 22:57:38 »
Moderators - Any insights? Please help.
6
Running QueueMetrics / Agent not getting added to the selected queue
« on: December 23, 2010, 16:53:11 »
I have recently added 7 Agents to my queue Setup, Created their user login and then created their Agent login, but when i try and associate them with the queue they should be part of, my selection is not saved into the queue setup. 
What could be the possible reasons behind this?
What could be the possible reasons behind this?
7
Improving QueueMetrics / Re: Adding Agents to a Queue
« on: December 08, 2010, 16:25:12 »
thanks for the input. I have a better understanding of what you are referring to. To make it more easy to understand can we make a enhancement and replace the number with name that we add in which creating each user Id in the system.
In large scale operations it becomes hard to keep a check of what number is assigned to which agent.
In large scale operations it becomes hard to keep a check of what number is assigned to which agent.
8
Realtime Live / Realtime Page - Suggestion
« on: October 15, 2010, 20:55:02 »
On the real time page in the table "Agents currently logged in:" is it possible to add a columns for total pause time or two columns for Billable and non billable pause and show the total time per agent for the day under each category ?
9
Improving QueueMetrics / Re: Adding Agents to a Queue
« on: September 23, 2010, 00:07:17 »
Not sure If I am able to get it right - could you post a screen shot of what am i suppose to see and where will I get it.
10
Improving QueueMetrics / Adding Agents to a Queue
« on: September 22, 2010, 01:35:20 »
It would nice if on the queue editor we could have any option to see who is associated with a queue, maybe a page which appears when we click on the edit icon shown all the reps associated with the queue, and then a edit button at the bottom.
Alternatively we could create a page that is hyperlink to the name of of the queue and when the name is clicked it show all the agents associated with the queue and shows a edit button to edit the page
Alternatively we could create a page that is hyperlink to the name of of the queue and when the name is clicked it show all the agents associated with the queue and shows a edit button to edit the page
11
Running QueueMetrics / Re: Agent is unable to mark himself away from the queue
« on: September 13, 2010, 18:25:33 »
I will shortly send you the requested file.
Additional point to note - the box comes up only on the agent queue log in screen and when the pop up happens the queue status of the agent which appears right below "Active calls for Agents" disappears.
Thought you guys should know.
Additional point to note - the box comes up only on the agent queue log in screen and when the pop up happens the queue status of the agent which appears right below "Active calls for Agents" disappears.
Thought you guys should know.
12
Running QueueMetrics / Re: Agent is unable to mark himself away from the queue
« on: September 09, 2010, 15:19:44 »
Please let me know if you need anything else.
13
Running QueueMetrics / Agent is unable to mark himself away from the queue
« on: August 16, 2010, 23:42:58 »
When a agent clicks on pause to select a pause code he gets a error window stating - "Alert: The file does not exist." and after he click on OK he is not allowed to log into the queue.
What could be the reason behind this?
What could be the reason behind this?
14
Running QueueMetrics / SLA Reports
« on: May 28, 2010, 16:23:38 »
How does QM calculate SLA and what is SLA according to QM?
On the Distribution tab - Inclusive SLA per day reports gives the percentage in increments of 10.
For example between 12 in the night and 9 in morning we took 9 calls one of the calls waited for 7 minutes to get an answer - on the report I see 88.9% - i am unclear on what this numbers means - that we answered 88.9 percent of calls under 90 seconds and one shot over the SLA of 90 seconds that we follow.
or
If I do my maths then i see 7 out 8 calls is 87.5% of the total volume that we go in that period and that is number of calls that were answered during under 90 seconds? By the way I see this number answered tab under the Service level agreement report.
I would also like to submit a enhancement:
We should have a tab where we could see the report that we wanted to see - something which could be configured using check boxes for each report that we have in the system. We select the reports that we want to see and leave the rest - probably we could also modify the the All tab -it has all the reports but not all required by everyone in the system. If this is something that can be done already then please tell me how I can do it.
On the Distribution tab - Inclusive SLA per day reports gives the percentage in increments of 10.
For example between 12 in the night and 9 in morning we took 9 calls one of the calls waited for 7 minutes to get an answer - on the report I see 88.9% - i am unclear on what this numbers means
- that we answered 88.9 percent of calls under 90 seconds and one shot over the SLA of 90 seconds that we follow.or
If I do my maths then i see 7 out 8 calls is 87.5% of the total volume that we go in that period and that is number of calls that were answered during under 90 seconds? By the way I see this number answered tab under the Service level agreement report.
I would also like to submit a enhancement:
We should have a tab where we could see the report that we wanted to see - something which could be configured using check boxes for each report that we have in the system. We select the reports that we want to see and leave the rest - probably we could also modify the the All tab -it has all the reports but not all required by everyone in the system. If this is something that can be done already then please tell me how I can do it.
15
Running QueueMetrics / Re: Reports
« on: May 18, 2010, 20:14:52 »
The location name & key factor are handy when you are running the custom report but is of no use when we run the regular reports which are available under the quick activity reports section at the top under the queue selection drop down.
We don't use custom reports that often but rely more on Quick activity reports to See and track queue stats in real time.
We don't use custom reports that often but rely more on Quick activity reports to See and track queue stats in real time.
Pages: [1] 2