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What`s new in QueueMetrics
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1. Asterisk Call ID 13227452 204 Date and time 12 01 11 31 03 Queue Outbound 301 fg 307 Caller ID 201 Handled by John Doe 101 Duration 0 Sec Waiting time B SEC Original position Disconnection cause Caller disconnected Transferred to Attempts 1 Last Failed Attempt Bridged Channel Stints 1 URL Status code sale Sale Srv DAIS IVR selection Q 9 301 13242 F35452 204 WAV Tags Insert a new tag Recording file Time sec 11 31 05 Duration sec _ Sales pitch Notes Red 37 Set Tag Color Green 100 i Blue 37 Loway research Paginated call display 4 See also e QueueMetrics User Manual chapter 11 3 3 QA The input form Paginated call display It is now possible to view details of calls answered unanswered in a paginated order rather than as a long list of data on a single page allowing better readability than previous straightforward listings when running a large result set If we run a Report we will see that the calls are showing in pages rather than as a listing note the buttons to go forward back and that the page is 1 of 2 pages Hame Answered Ans D Unans Unans Di Area Ati Day Hr pow Agents g Di Outcomes i Mew i All All Reports New Blocks Report Details l Atomic gueueja considered Od All Queva J00 F00 Dwibound 201 fq J0t Ho E
2. E a 10 10 5 25 6080 queuemetrics qa popup ga_grade_ajx Overall Performance start o0 Queu 0 0 Su See 0 0 E Caller Total score 0 1300 a Avg 0 0 Aud Code Description Engagement SOG How posite clear and eager was the use of the COU How well the rep display courtesy ENE Rate rep s enery level throughout the call LJ gael died thoa eee seems the teen nme snared af r Fe Se are Release 12 02 10 This feature was developed as some of our customers required being able to allow agents to interview callers on the perceived quality of their services It is however a feature that is applicable in a variety of other scenarios ac cording to business needs See also e QueueMetrics User Manual chapter 8 The real time agent page Release 12 02 This release of QueueMetrics includes a main functional improvement which is related to the Music on Hold MOH feature This brief release overview allows to understand the new feature why it was implemented and how it it can be applied The new major change is as follows e Tracking Music on Hold 1525 Tracking Music on Hold Many QueueMetrics customers expressed the need to be able to monitor the amount of time a customer was put on hold given that this is not currently measureable via Asterisk To use the MOH feature it is necessary to install a custom patch which allows to track these events When this feature is enabled if we look at the QueueM
3. Rastat AGAS mnnor j _ neaecarch Once you request a demo licence it can be installed directly from the AGAW page and you can start the AGAW runner process straight away See also e QueueMetrics User Manual chapter 10 2 Installing the AGAW licence AGAW Chrome compatibility Chrome has become the most widely used browser followed by Firefox and other browsers This release sees the implementation of the new user friendly AGAW installation for Chrome users Loway research RT page menus 12 Code Agent 101 Location Main Status Logged off Open task 3 Waiting Inbound 0 calls Q DPS Chat 0 calls ACL 0 00 Q 0 00 WA O 0 Fe 0 No messages It allows to install the AGAW client within about 2 minutes and embeds into the top banner of the web page as an icon that offers an at a glance AGAW panel with all the relevant data for any agent See also e QueueMetrics User Manual chapter 10 5 Installing with Chrome RT page menus Call Centre administrators and supervisors can now perform a variety of agent related tasks directly from the Re altime web interface in QueueMetrics without any need to browse to other pages We have introduced a new wand icon at the end of the Calls being processed panel which will give administrators the freedom and time sav ing control of being able to directly access the QA form close hang up transfer and listen to any listed call Calls being processed Queue Caller En
4. We have also provided a new monitoring page which is accessible from the DBTEST page that allows to query the status of the new caches in real time and reset them as required The guide to fine tuning QueueMetrics memory settings in order to get the best performance can be found in the QueueMetrics Advanced Configuration manual and it is a must read for system administrators See also e QueueMetrics User Manual see chapter 20 17 4 RAM Cache monitor Administrative Tools access Given the frequent need to access specific administrative tools we have simplified how administrators can reach two main areas of QueueMetrics the configuration properties file and the database Test page As of QueueMetrics 12 10 it is possible to view the configuration properties file directly from the Home page This is achieved by adding the key EDIT_CFG to the admin user which will enable a link on the Home page within the Administrative Tools that will allow access to the file call center moniter Demo Admin Admintsirator z g E P B O Your Logo QueueMetrics Home i QueueMetrics Home Page Queue oo All Report All Reports Supension Wo Inbound calls Real time report Edit QueuaMeirics settings Quevuebleiics nors show inbound calls for agent demoed mia realme monibanng Edit reports See you at Astecan Sart wallboard Edit users Cone and visil us a1 Asticon 2012 Remote monitoring Pie Edit queues OnveweMetrics translations
5. Pernod sian date October 15 2011 10 35 Period end date January 13 2012 10 35 p Total calls processed T4 64 555 ans 351 unas Search Unanswered Lin o H H Date Agent Caller Queue Disconnection Position Wait Pos Attempts Code Hay Stints r TOME 101415 201 Queue 35 Aybacedort 1 225 1 q igiit 1014 23 202 Queue 300 Abandon 1 aor 2 ts 1 q 1020 11 5815 John Doe 104 202 Outbound Wi Abandon 1 ii i 6 1 3 iiai 120436 John Doe 101 202 Cuibound 010 Abandon 1 ooo 4 i a 102 142 20 Queue 200 Abandon 1 o23 1 1 1 4 102 143122 John Doe 101 203 OCuibound 301 Abandon 1 O13 4 a 1 4 TAT 1154H 203 Queue 300 Abangn 1 O15 4 g 1 a IT 11S 203 Queue oo Abhprdon 1 hin Z Ls 1 a DUT 11 5821 203 Queue 30 Ahandon 1 O25 i e 1 a iiri 1201 32 203 Queue 300 Abandon 1 O12 i Ls 1 q iiit 120308 201 Queue 306 Abandon 1 zi i 1 1 a TMT 1340 32 203 Queue 200 Abandon 1 da a 2 1 a 117 125206 203 Queue 200 Abandon 1 D35 4 2 1 4 TWIT 135345 20 Queue 300 Abandon 1 Dia 4 1 1 4 1201 1s an Queue 300 Abpea 1 iz 1 1 1 q LL Export as i fz D wi By selecting the icon at the bottom right of the paginated listing it is possible to add columns as required and when exporting data you can select just the columns that you want to export Loway research Realtime on Asterisk 1 8 5 Available data columns Date Caller Details of answered calls VI Queue Wait Duration HM 44 Pos Disconnection Date Caller Queue Wait Handle
6. 3 0 Logging on to QueueMetrics Agent page reports The new functionalities allow agents to run specific reports directly from the agent page These new features are already enabled for the included sample agents In order to configure other agents having the same functionalities available the following steps need to be implemented 1 Assign a queue or a set of queues to the agent 2 Assign a new report to the agent 3 Assign the SSAREPORT key to the agent be ene John Doe Individual agents DSA S O GPB re Your Logo QueueMetrics call center monitor Home QueueMetrics Home Page Queue Inbound Report Quick reports x Inbound calls Quick activity reports QueueMetrics news Show inbound calls for agent Agent 101 Last 1 Day Last 7 Days Last 15 Days QueueMetrics translations Last 30 Days Last 90 Days Would you like to help us improve the current Queveletics translation QueueMetics 12 05 released Anew major release available today What s new in OM Ello Know ine latest updates to QueueMetrics Welcome to the news Ihe QusueMetics News Sernice is up and running Furthermore the Agent page now includes a new Home button that allows an agent to get back to his her main web page at any stage no security key or property are required to enable this feature and various reporting op tions are selectable by queue report type and durations This new block of reporting functions is made visible for ag
7. Show curent system aciraty Quick activity reports Edit agents Would you like to help us Imprese fe cunent A Today l Yasterday The day before Edit agent groups paue Meirics translation ent raport vesterday iE a seem a Edit locations Quavahetrics 12 08 released Filtered for ager Last day Last T days Edit call oubcames nba kajor falaake bbe t d z Last 30 days Lest 90 days Edit pauan codes Whats mew in OM Today Yesterday The day before a Edit WR selections Getto know the latest updates t z Custom repari TAS i AE ASE EE P dae re yesterday a Edit DIRONS mes QuauaMetrics ast day Last 7 days bailar Edit QA forms T 4 T m Tearkar Chijas Welcome to the mews Last 30 days Last 90 days Edit QA Peformance Tracker Rules sc ral aldara a nn vis Qugughig Enews SEMIC Quality Assessment Administrative tools iiti Run G4 Reports View Aude Log Graders page Setup wizard Load data from Asterisk Performance Tracker flys S1lorage miarana Agent Awareness manager Agent Awareness manager Import Export calle f Edit system parameters s ove di stig fools Filtered for location My superised agents Eystan ie kails Payroll Run payroll reports Loway research Agent page reports 16 The database Test page is also accessible directly from the QueueMetrics Home page under the heading Sys tem diagnostic tools within the Administrative tools listing It does not require a specific key to be enabled See also e QueueMetrics User Manual see chapter
8. be stored and kept even after log off and can be changed and re stored at any stage Custom report Report Det Call filtering c Hourly slot minutes Ss SLA initial period p00 SLA initial inteval 5 OOOO SLA max period 120 SLA interval j oO Run custom rep Start realtime moni List Calls Custom Reports maintain the latest query parameters entered even when a user logs off and logs back in in or der to facilitate the work flow of a user requiring the same reports on a daily basis The Refresh button allows to clear the input query parameters at any stage See also e QueueMetrics User Manual chapter 4 3 2 Persistent user properties QA from Agent page It is now possible for agents to access the Quality Assessment form in order to allow them to add QA information to the call while speaking to a customer This feature is accessible via a QA form icon on the agent page that is enabled via a special security key QA_TRACK that can be added for any specific agent to allow them to make use of this feature The agent can only access specified QA forms thanks to the powerful security system used by QueueMetrics Lowa research y QA from Agent page 9 Active calls for i Agent 101 is currently logi Reload now Add Member Entering at Waiting Talking Caller ID Queue O27 16 03 45 0 03 0 08 201 Queue 3 In order to mentain session informatio QA Grading Mozilla Firefox
9. include in a report query Loway research Friendly names handling 6 Custom report analysis Report Details Agent Location E x Agent Group E Outcome Astensk callid Caller Wait duration Between Ss and ee 5 Call duration Between and Say 5 Disconnection cause Enter position Between o and Number of attempts Between Jan DNIS IVR choice Ca E EEEE ae ee eae Time zone offset No afse Join multi stint calls No Non contiguous time SUN MON TUE WED THU FRI SAT Hmm AH E Between and hh mm Between and hh mm Preferences Run custom report Start realtime monitoring OEE Teo E This resolves the issue of having to obtain the same statistic manually and then having to integrate them into a single report based on chosen days and or times See also e QueueMetrics User Manual chapter 4 3 1 Custom Reports Call search criteria Friendly names handling Since FreePBX 2 8 and newer changed the queue_log entries such that they were written using the friendly name we have had to adapt QueueMetrics to recognize Asterisk aliases known as friendly names for reporting purposes In QueueMetrics you can now assign multiple friendly names to an agent This solution allows to moni tor and report on an agent that is present under different codes within the queue_log Loway research Encrypted files playback A
10. meee bend ance A Aa 13 OM Home Dage layout ssrbsst enere rn rT Ora r E AETS 14 AGEN Channel names WI gt ssi suinei ween a seddie bal ioan r aA ati Eana eT a KEERI 14 Release T2 TO Scan seta snie taint ait A a Aa E Samal es dW yates xd anise nee oad ATSO 14 PeHOnManee ODUIMIZANOMG aea Ena seieatha vais dienes poiauabuinnl rE E a eee eek 15 AOMIBIStative TOOS ACCESS 25245 ieii a panels a en tea taunts E de eae ee EOAR 15 AOC PAGS TODONG erano ince iS OEA ae ines s Monsees nn ienes tebe AA E ERAS 16 WAL SUDSUIIMONS ence ge dey kn aA n aina Snes A nes wade EE A OAS 16 Contents This document contains a graphical description of the most important changes for a QueueMetrics release Release 12 01 This release of QueueMetrics includes a variety of functional improvements which we have subdivided into major and minor changes We are providing this brief overview of the main changes in order to have a quick and read able guide that allows our customers to be aware of what the major changes are why they were implemented and how it improves the user experience The new major changes are as follows e Agent times by hour 1364 Call tagging 1369 Paginated call display 1383 e Realtime on Asterisk 1 8 1385 e Non contiguous reports 1405 e Friendly names handling 1470 e Encrypted files playback 1492 e Persistent user properties 1511 e QA from Agent page 1519 Loway research Agent times by hour 2 Agent
11. nized to form a new layout that avoids any previously required page scrolling a Demo Admin Administrator 2G S OO a A our Logo QueueMetrics I call center monitor Home os QueueMetrics Home Page a important merce Your current Quevelietrics license will expire in 5 days Please consider renewing it before it expires to avoid sarmice interuptoon Queue oo All Report All Reports Agent report Real time report Edit QuaueMetrics settings Queuelletrics news Filtered for agent alal realleme montonng Edil reparis Vialoame to the naws Z Start wallboard Edit users The QueueMalrics news senice is up and aia sands y sine E i Edit queues running a ry ee Quick activity reports Edit agents What s new in QM isie Today Yesterday The day before Edit agent groups Getto know the latest updates to one hy l Lert tays yosterday Edit locations Queveletnics Last J0 days Last 40 days Last day Last 7 days Edil call aulearnes Quality Assessmant Last 30 days Last 0 days Edit pause codes Run QA Repons Edit IWR selections ot eral Canton repent Edit DID OMIS lines anera pane Run custom rapor Edit QA forms Performance Tracker Edn 24 Peformance Tracker Rules Payrall Run payroll reports Admintisirathve tools View Audit Log Setup wizard Load data from Asterisk hlysql storage information Agen Awareness manager rTERreere Lad Lowey Pepe ch The new format sees the introduction of the QueueMetrics News section a reviewed bloc
12. re lease sees a new page layout for the QueueMetrics Home page the introduction of the Agent Awareness client for Chrome new drop down user friendly menus for quick agent control a database creation wizard and QA fur ther scoring The implemented major changes are as follows e AGAW Quick Installation 1600 e AGAW Chrome compatibility 1615 e RT page menus 1624 733 QA Extra Score 1599 e QM database creation 1283 e QM Home page layout 1611 e Agent channel names with 1614 AGAW Quick Installation The installation of the Agent Awareness AGAW extension has been made easier and quicker as when you in stall QueueMetrics via rom the AGAW runner is automatically installed even if not immediately activated X See ips Demo Admin Administer EEE a a o os a TE S CugueMetrics mull center mo nit Agent Awareness System status Update naw Status ueue Sat End 7 Loader Query ms Insart ms Calls 7 i Curent Inbound osma O asna 4m teen Seong a Ee 120K62 150942 s Current oetheund Dama osta 0 75 5 a a iiis tggi TA status a Enirlas Fura carrentiy in Gaernying phase 0 Hi Aum cameny in sering phase gt Rura carrerty n Camplete phase 0 0 0 E a O a m Gomp Runs currently in Obsolete phase azz he A Totalnumberaienries nite egertde is 000 O 0 gt Bois Tetalrumber af lag entries 152 Manual taka marianae Install now kay
13. 00 WA 00 0 0 In order to mantein aiiis inlcemation this page will reload aubamatically FEeEicarih Y URLs are passed to the Queue command in Asterisk or if missing they can defined in the QueueMetrics queue configuration as a default They can include a set of placeholders that are expanded with the details of the call be ing handled as in the following table The available placeholders are e A agent s numeric code e Ucall s Asterisk uniquelD e S server ID cluster mode e Q queue name e T call timestamp e C caller ID e DDNIS e IVR path e O outcome code e P position in queue e M call attempts See also e QueueMetrics User Manual see chapter 8 0 The real time agent page Loway research
14. What s new in QueueMetrics Loway Revision History Revision Revision 1 5 Date 2012 09 27 11 20 35 L covers QueueMetrics 12 10 Table of Contents CONIGINS desreya anr an Mabe nian reds ania aa a a hada pedal armas ween Ea peda agandieeen Eaa 1 REISE F2 OT enaa spunk ened AO wees patna ekainda wasn pees a yninae ees a OE salad nes pee OAA ets ENEAS 1 Agent Umes Dy NOUN craved wey se e an E eae a Ea aa Ore EOE 2 Call TAGGING iriaren a a A aa a ae e E AE aE EEE 2 Paginated Call display ieriressse onae ea E E Aea A Ea 4 Mealtime On ASUSE 128 erea errie e es oA rE era O tat va a rean ioa 5 NOM COMIQUOUS TEDONS oniciarsincinice ienee e ar E e a AEN EE a O ANEA 5 Erendly names Nanding aaiwsesssabesegsiteamrsiahieuesaintebnes piedatan ainda nes a aa er erien iO 6 Encrypted tiles DlavDaCK cia viteisicnineivensrasncctaaaa dts a AET a ale a SrO 7 Persistent user PhODSMlOS otc cvnincetaussnvdcaciya pi r anions e sill Er et ar e ra Ean ORENG 8 QA Tom AJEN Dage isaer aE e amis tine A ADN 8 REISE 12 02 s senrdaa daa r EE ned a Ea aa Aa a E ENA rae 10 Tracking Musie on Hold sier sicap eres a e e Aa Ea eE e ra e EEE EG sees 10 Me aSe 42 0 e E E E E E E E E AAE T A E AE EE TE 11 AGAW Quick nstallat on rardan a sed athe A E E E A A E 11 AGAW Chrome compatDIIY sevis erisus oiesera scenes rn o tei hare e r En A iune ih 11 Ful DaGS MENUS erioa eo r Aaa Aar OEA r ENA Oo sass 12 QA Era SOONG oan Aer ANR r AN EET 13 OM dataDase cred ON iesise a EAN er
15. call center monitor i DbTest Create QueueMetrics database Diagnostic tools This procedere may delete all data H you already have an existing Quewehietries database If yau already have a database do nat run this View configuration Parameters thet are not editable come from the wab xml le H you need to change them go edit the web xml file Allliester Live N iior MySQL root inf rmation es MySOL database address localhost Note s Access lo lhis page ts supposed to be MySQL reat user roat restricted MySQL root password Ee You can ium off access to this page by salling deial wewTachinio false infhe fgunnion properties file j QueveNetrics database information n patan e QueusMletrics database quevemetrics QueueMetrics database user quewemetrics Queualvietrics database password javadude Step Satus Description Time 1 Testing JOGC connection as the MySQL admin NOT_RUN Ims 2 Creating dalabase queuemetics MOT RUM ma 3 Creating grants for user quevamatrics on databasa quevemetrics MOT RUN 1 ms 4 Uploading initial schema HOT RUM ma Loway research QM Home page layout 14 See also e QueueMetrics User Manual chapter 2 5 2 Automatic database creation QM Home page layout This release offers a great new look for the Queuemetrics Home page as the various links have been re orga
16. d by Attempts 11 26 11 31 27 203 Queue 300 0 0 Code 11 26 11 31 47 203 Queue 300 0 0 Stints 11 30 16 33 08 201 Queue 300 0 04 E Srv 11 30 16 35 40 201 Queue 300 0 0 Asterisk UID 101 11 25 33 201 Queue 300 0 0 12 01 11 31 03 201 Outbound 301 0 0 12 01 11 33 31 201 Queue 300 0 1 12 01 16 26 01 201 Queue 300 0 03 O20 1 Caller 12 01 16 30 19 201 Outbound 301 0 03 0 05 0 Caller 1807 17 27 00 201 Queue 300 0 03 O20 1 Caller 1214 17 12 56 201 Queue 300 0 09 OOF 1 Caller 12 14 17 14 16 201 Queue 300 0 05 0 32 1 Caller 124 15 15 34 46 201 Queue 300 0 09 035 1 Agent 1215 1537 44 201 Queue 300 0 03 028 1 Caller 1215 15 39 58 201 Queue 300 0 26 O26 1 Agent gt S Export as E p Current page 1 See also e QueueMetrics User Manual chapter 20 12 Configuring paginated calls Realtime on Asterisk 1 8 With Asterisk 1 8 the format of the Asterisk realtime table was changed so we have had to update QueueMetrics to support the new format This means that it is now possible to delegate the queue logging to the Asterisk Real time subsystem With this option the QueueMetrics MySQL database log will be replaced by the MySQL database populated by Asterisk so the qloader process is no longer needed See also e QueueMetrics User Manual chapter 23 17 Running Asterisk 1 8 with QueueMetrics Non contiguous reports Non contiguous reports allow to choose specific day s of the week and time periods that you may want to
17. ents by enabling the SSAREPORT key within the user configuration administration page which can be reached from the main QueueMetrics administrator Home page An agent can run a report based only on the queues and reports assigned to him her An administrator can also assign the maximum amount of time that an agent can have available when viewing historical reports from the agent web page When an agent runs a report the agent does not have a Search but ton enabled so s he is not able to access any kind of Custom Reports See also e QueueMetrics User Manual see chapter 8 2 Self service agent reporting URL Substitutions The new release includes a new agent page URL feature Each time the call history changes and if there is a URL associated to the call shown on top of the list a new window will automatically be opened pointing to the specific URL This feature could be disabled modifying the value associated to the configuration key realtime agent_autoopenur Loway research URL Substitutions 17 7 John Doe Individual agents gt 0 5 ae Your Logo QueueMetrics call center monitor Home i Live Active calls for agent John Doe Ageri i0 Agent is currently logged on queves inbound 700 Entering at Waiting Talking Caller ID Queue URL Status Transferte Outcome TES 16 06 35 t03 i23 2M inbound Terminaied sole Sale f Queue AGAW related info inbound ACLO00 Q000 Ave O70 WA 0o00 outbound 301 ACL00 E00 AV Q0
18. etrics Realtime page we see an MOH field that shows the amount of time a customer is on Hold with music during a call If multiple Hold instances took place during the call this field will show the total on hold duration Calls belng processed Queue Caller Entered Waiting Duration Agent MOH are i Inbound 20i 1104 58 0 03 sdf John Doe 101 Jd 3 33 P Expor as amp E E See also e QueueMetrics User Manual chapter 7 2 Calls being processed QueueMetrics offers the option to have a list of calls displayed in a paginated format If we look at the bottom right of this list we can see a small icon which allows us to add or remove columns within the listing We now have the option of adding the MOH events and MOH duration columns which report on the number of events where a caller was put on Hold and the total duration of such events Available datnecoluns X i Pos Giscoomection Hamdied by Amempts Code Siinse Srv acral Fel Geese Fel Wait H Duration Hl Pas Bl Disconorction PE Handled by B Attempts Heade Dale Caller Qucuc Wan Doratian 1AA ATES 301 Cowan 30 Mi ty i Cale pT 1AM 17 1 8 301 Cup 30 OLS ia Caer pT TUES 14 45 301 Cuan 30d Dae 15 Agri peire TIB ENH 301 Cowan 30 OO Cor Cale zem TIES ISIE 301 Curae 30 O35 ra Azeri Eiee TUES 14133 30 Curas 30 ors ii Azeri Jchn Dos 100 Jcbn Dos 100 zak TUES IIe a0 Cue 391 On 1 dchn Dos 101 Cale 1302 WES aol Cutbound 301 O
19. her values to an agent given that he she performed outstandingly well in their job It is now possible to add extra scoring to particular questions within the QA Form i Demo Admin dominisfatr Gl S OO a B iu l Logo QueueMetrics call center monitor Home fg Users Cg Quaues Ctgaganls CigAgentGroups IgLocations Ig Outcomes CigPauses Cig GA CipPer TreRules CigRepols CWR Cig ONIS QA Items for Form Quality Assurance Add new item elt Section Engagement Active It Extra EPE EE EE E REL Hent sured lvnt asian rove Seer eee E g HEL Wasadditionalhelpofiered with enthusiasm a WHL E PRO Wastheproblemresolvedonfirsteontact side a A x TIM Didtherepmanagetimeefiectively O E a Section Business needs Loway reacerch Loany Riepearch The total scoring for a specific section will be calculated and displayed within the numerator part and will not affect the averages of the overall QA Form See also QueueMetrics User Manual chapter 20 9 Configuring QA Forms QM database creation This new feature will be welcomed by many of our customers worldwide as it simplifies the QueueMetrics instal lation and configuration process QueueMetrics requires a working JDBC connection to the MySQL database so the new wizard allows to easily create the database in a few clicks and minimal manual intervention QueueMetrics Pe aah ona
20. k layout across multiple columns and the Licence Information page link embedded within the top banner to allow access from any page across the application See also e QueueMetrics User Manual chapter 3 Logging on to QueueMetrics Agent channel names with We have introduced the option to avoid the stripping of the minus sign in channel names By setting the default stripoChannelNames property to false the agent channel name is read as it appears in the queue_log file Otherwise anything after the sign is deleted ie SIP 203 abcd is read as SIP 203 if set to true See also e QueueMetrics User Manual Appendix D System Preferences Release 12 10 Release 12 10 sees the introduction of noticeable improvements and optimizations to QueueMetrics offering broader usability and simplifying internal processes Amongst the main features the new release offers improved caching and memory efficiency additional links to administrative tools from the QueueMetrics Home page the in troduction of the Agent Reports accessible directly from the agent web page and the possibility of defining differ ent URLs for agent calls according to the call path The implemented major changes are as follows e Cache RAM monitor 1636 e Memory efficiency 1688 Loway research Performance optimizations 15 System diagnostic tools 1673 Link to dbTest page 1692 e Agent page Reports 1663 URL Substitutions 1714 Perfo
21. o iar Cate dekn ice 101 TUES 164222 an Cuca 3 gard T Cae dekn Dae 101 EMOH duration E IVR duration E IVE path nE iG DIES i Quran 301 Opt EH dchn Doe 101 Cate 1222 DATS 201 Cagbound 301 O06 rar Caie detn Doe 101 Cake TiS 104 is Curae 301 Opt T detn Doe 101 TiS 1D a0 Cusa 391 aria TAS p 1 I 1 I I I TUES daz 301 Qutbcund 21 Oo z o I D I I D 1 1 Jztn Dee C103 m m m m m n m e H 2s 2 o o eo a ak a Sia GE es Ss Ss 2 E l 1 105157 20 Outbound 201 O05 Listi eri dtkn Der 100 Spp papp oa pp pla pp Ok m T a E E Eil See also e QueueMetrics User Manual chapter 20 12 Configuring paginated calls The new feature also allows to see the total number of Music on Hold MOH events per agent how many MOH instances took place throughout a call the average and total duration of the MOH events Music on Hold by Agent Agent Total Events per Total Average Events Call Duration Duration John Doe 101 4 P ee me amp Bob smith 102 2 2 0 0 25 0 12 gt Export as 4 gt Loway research Release 12 05 11 See also e QueueMetrics User Manual chapter 6 1 13 Music on Hold by agent Release 12 05 Release 12 05 offers additional improvements to the QueueMetrics package that address the introduction of fea tures that offer broader compatibility and simplify the user experience Amongst the main features the new
22. rmance optimizations We have been tracing and studying QueueMetrics performance limitations in a number of production settings The result of this study has led to a series of changes in QueueMetrics that will benefit everyone but will of course mostly affect larger contact centers We worked on QueueMetrics memory usage by limiting the total memory footprint besides minimizing the cre ation of a large number of temporary objects We also created a new string cache that outperforms the native Java implementation used in previous versions of QueueMetrics by two orders of magnitude on large settings We also worked on database access caching as of release 12 10 common items like the list of queues on the Home page are aggressively cached by QueueMetrics itself You may notice this behavior if e g you create a new queue go back to the Home page immediately and you do not see the queue for about 10 seconds This has strongly reduced the number of queries sent to the database Furthermore we now have an even stronger caching system that keeps pre processed objects in memory and avoids hitting the database for most real time queries This is an optional feature that only affects the Real Time and the Agent s Page when running with SQL or CLUSTER storage and has to be turned on manually by setting realtime useRowCache true The results obtained through this change have demonstrated a 10x 20x performance improvement on page gen eration times
23. sterisk agent code E g Agent 101 Agent description Asterisk alases Separate multiple aliases with a T symbol Agent location Agent group VNC monitoring URL Current terminal Instant messenger address SuUpenMisor Agent keys Payroll Code Created by Last update Agent is a known member of the following qu Queue Inbound Q DPS QO Test See also name Direction inbound inbound inbound inbound Level Main Main Main Main The Agent Queue association can be edited from the Queue editor e QueueMetrics User Manual chapter 20 4 Configuring agents Encrypted files playback QueueMetrics now offers the option to listen to recordings that are stored in an encrypted format and it can adapt to almost any encryption technology QueueMetrics ships world wide and some States require high security lev els within a call centre amongst which the requirement to keep call recordings in a protected encrypted format so that they can t be easily accessed and listened to This process takes place transparently and if we deploy QueueMetrics in a secure HTTPS environment the audio recordings will be encrypted on disk and will also be encrypted on the network Loway research Persistent user properties See also e QueueMetrics User Manual chapter 23 20 Listening to encrypted recordings Persistent user properties Per user persistence settings allow user search configuration to
24. tered Waiting Duration Agent MOH im inbound 201 18 16 41 a 04 O06 John oe 101 P Export as BE 2 vine Agents currantly logged in fa Agent Last logan ueuejsk Extension On pause Srv Last call On queue John Doe 101 GSF 15 40 49 Inbound Biata Inbound a b Export as 2 si A oy Chae L HL Hangup r oO er fay gt Tranater E Montor now We have also added an Add Member button to the top control table and a tidy drop down menu within the Agents currently logged in section that allows to log off pause and un pause agents and send SMS messages Asterisk v 10 required for this feature Home Realtime Broadcast Update Reload Recap Calls Agents Queues Agents Location Group Superv Add Member 16 59 15 9 aos e Show Show r Show Active e AN Main _ x No Agents curently logged in Agent Lasi logon Queues Extension On pause ar Last call On queue Ee Joba Boe 101 O40 1776 0 Inbound sipand 17208 Email 17 07 58 nbound ra P Expor as E E Tune f Gm LOWAY a nesove mres Lawsy Amend L Pouso Agent LS Unpsuse Agent E send Text Message See also e QueueMetrics User Manual chapter 7 2 Calls being processed e QueueMetrics User Manual chapter 7 3 Agents currently logged in Loway research QA Extra Score 13 QA Extra Score Assigning scores to a QA Form has always ranged between zero and hundred Occasionally a call centre may choose to allocate hig
25. times by hour This new reporting feature addresses the need to know the total presence time of each agent over a specific 24h period of time So we developed this feature to show data subdivided into the following three sets of metrics Agent session Time by Hour Agent 16 17 18 19 20 21 22 Total E John Doe 101 3422 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 4s i Export as BE lt gt m Agent Payable Time by Hour Agent 16 17 16 19 20 21 22 Total E John Doe 101 322 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 D4522 T P Expor as ff E Agent Billable Time by Hour Agent 16 17 18 19 20 21 22 Toi 4 John Doe 101 HE22 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 f gt Export as BE lt gt This allows an administrator to have information for each agent by showing the agent s decoded name level and current group if defined expressed as an icon like elsewhere in QM various columns containing the total ses sion time for each hourly timeframe and the total time of all the hourly sessions from start to end See also e QueueMetrics User Manual chapter 6 10 10 Agent session time by hour Call tagging For each call it is possible to add Tags which can be created by using the security key CALLMONITOR_ADDTAGS and deleted with CALLMONITOR_DELTAGS as required in order to keep a note regarding that specific call Loway research Call tagging 3 Call detail Close Trac
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