QueueMetrics > Running QueueMetrics

IVRAPPEND after COMPLETECALLER

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Duncan:
Hi All,

I'm having a problem where I'm not getting IVR data showing in Queuemetrics when it happens after COMPLETECALLER in the queue_log. Here is an example call from queue_log:

1402557563|1402557549.7164|9002|NONE|ENTERQUEUE||0587131655|1
1402557570|1402557549.7164|9002|Agent/5516|CONNECT|7|1402557563.7166|5
1402558153|1402557549.7164|9002|Agent/5516|COMPLETECALLER|7|583|1
1402558169|1402557549.7164|NONE|NONE|INFO|IVRAPPEND|5|callqa
1402558199|1402557549.7164|NONE|Agent/5516|CALLSTATUS|MER||

The reason we're adding this IVR data after the COMPLETECALLER is that the call is transferred to a survey (to rate the call), and we want the results to be available via the Queuemetrics interface. If I manually insert this into the database (before the ENTERQUEUE) eg:

1402557560|1402557549.7164|NONE|NONE|INFO|IVRAPPEND|5|callqa

The IVR stats do then show.

Is there any way I can get the IVRAPPEND data to show even though it's after the COMPLETECALLER?

QueueMetrics:
Why dont you use a QA form filled in with an API call?

Duncan:
Hi,

Thanks for the suggestion - I never thought about using the QA forms to report on this. I've had a quick look and it looks like it would be the perfect place to track this - much better than my old IVR way.

I have found the QM.qaformgrading call in the documentation. Is this what I should be using? Also, do you know of any code examples available online that show how it works (I would just save me a lot of time figuring it out from scratch)? I develop in PHP mostly.

Thanks,
Duncan

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