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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?
QueueMetrics professional call center suite for the Asterisk PBX
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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?
3
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 ?
4
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
5
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?
6
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.
7
Running QueueMetrics / Reports
« on: May 05, 2010, 01:35:54 »
We have multiple support queues and would like to restrict queue data for the queue only to the supervisor for the queue.
For Example - Supervisor for Product A queue should not be able to see data for product B queue. The data should be visible only to the supervisors and the admin and no one else.
For Example - Supervisor for Product A queue should not be able to see data for product B queue. The data should be visible only to the supervisors and the admin and no one else.
8
Improving QueueMetrics / Email Alerts
« on: June 19, 2009, 15:47:49 »
EMail Alerts for:
Agent on blank pause
Agent missing a call
No of agents on pause/on call/on no call exceeding a predefined number
inbound Caller using an option on the IVR
... will add more as I come across them.
Agent on blank pause
Agent missing a call
No of agents on pause/on call/on no call exceeding a predefined number
inbound Caller using an option on the IVR
... will add more as I come across them.
10
Running QueueMetrics / Reports
« on: June 05, 2009, 13:58:50 »
Is there a way certain reports can be turned off as they may not be required?
We are a inbound support function and hence do not need to see the reports meant for sales -
Sales per day
Sales per hour
Sales per day of week
We are a inbound support function and hence do not need to see the reports meant for sales -
Sales per day
Sales per hour
Sales per day of week
11
Running QueueMetrics / Agent Listing
« on: May 26, 2009, 19:37:33 »
Is there a way I can change the way agent names are listed on the real time monitor or group them under sub groups so that it becomes easier to read through the screen ?
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