What`s new in QueueMetrics
Contents
1. 3 1 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 QueueMetrics 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 Srv Inbound 201 10008058 0 09 ar John Doe 101 Mi Export as E 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 data colmons x ah i ts E Date Cote Caller Queue Wa Duration Pos Disconnection Handled by Amempts Code Sins Srv Fltallar alta gt Tass 301 Cumana 301 gra W 1 Tni apo 1 1 a lean MIDA 17 14 55 301 Curae 301 pts Em 1 Cate pester2. e QueueMetrics User Manual chapter 6 1 13 Music on Hold by agent 11 Chapter 4 Release 12 05 Release 12 05 offers additional improvements to the QueueMetrics package that address the introduction of features that offer broader compatibility and simplify the user experience Amongst the main features the new release 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 further 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 QM Home page layout 1611 e Agent channel names with 1614 4 1 AGAW Quick Installation The installation of the Agent Awareness AGAW extension has been made easier and quicker as when you install QueueMetrics via rom the AGAW runner is automatically installed even if not immediately activated a eae Dm Ain Amini ERE a a ra a AS ml center monit AGAW license Agent Awareness System status Update now Status Queue Start EN A Loader Query ms Imar ms Calls i Curent Inbaund Dems ass ADE An pete EE iba 150942 E Curent oitheund DES osa D 75 5 a E aa is0Ra2 10842 Run 1 stem status f Entrlas Rura carreri in Qu
3. See also e QueueMetrics User Manual chapter 23 20 Listening to encrypted recordings Release 12 01 2 8 Persistent user properties Per user persistence settings allow user search configuration to be stored and kept even after log off and can be changed and re stored at any stage Custom report analy Report Details Call filtering criteria Hourly slot minutes Ss SLA initial perd 20 oooO SLA initial interval lg SLA intend ho ooo Run custom report Start realtime monitoring List Calls Custom Reports maintain the latest query parameters entered even when a user logs off and logs back in in order 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 2 9 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 Release 12 01 Active calls for ager Agent101 Agent is currently logged on quel Reload no
4. previously the only option would have been to generate externally a report that would include QueueMetrics data and data generated from external systems Since version 13 12 you can write small HTTP scripts producing HTML structured XML or JSON that can have their output embedded in QueueMetrics pages as if they were native reports They can be saved printed and exported to PDF Excel See also e XML RPC User Manual see chapter 6 Dynamic blocks in QueueMetrics e Examples are available under the mysq utils xml rpc folder 7 2 Improved QA features The Quality Assessment QA modules in QueueMetrics have been improved by adding a number of features that make working with it smoother and more powerful especially when tracking down unexpected or incorrect scores e Management by exception you can dynamically filter which items you want to see in a QA form e Overall QA summary it is now possible to see an average for the whole form e Queue pull down box in QA and elsewhere combo boxes are now searchable e Hi lighting criteria not at target in the Performance Tracker page you can highlight elements dynamically e Editable names for QA levels you can have different names or remove a score range altogether from your forms e Section level shortcuts and auto fails it is possible to earmark a QA item so that sets the score for the whole section to zero if it fails 7 3 Easier integration to external CRMs We created a new s
5. 0 0 0 0 0 006 iwi x mur 8 3 1 33 3 2 66 7 2 1 0 0 0 1 100 05 23 1 i 0 0 1 100 0 4 1 1 100 0 0 0 096 F Export as It is also possible to view IVR data of calls that did not yet enter a queue and see the sequence of IVR selections that was made on the call Tracking this information requires minor changes to be implemented in your dialplan in order to track IVR selections and goals and will be done automatically when installing the QueueMetrics module that ships with FreePBX 2 11 In order to add these features to an existing QueueMetrics systems you ll have to add the data blocks called IWRO1 IVRO2 O and IVRO3 to your reports The list of calls can be browser though the OD04 block See also e QueueMetrics User Manual see chapter 9 Tracking IVR data e The QueueMetrics module in FreePBX http www freepbx org trac browser modules branches 2 11 queuemetrics 6 5 Detailed tracking of call events The call details pop up has been reworked in order to offer a comperehsive view of events happening during the lifetime of a call not just the final IVR selection the total time spent on MOH or the number of lost ACD attempts All events are now displayed in an orderly fashion and can be viewed in the order they happened This feature improves granular understanding of what went on during a specific call See also e QueueMetrics User Manual see chapter 5 1 Detail of answered calls 6 6 QueueMetrics in t
6. 1 1 a fl Wait DES 14 45 301 Curae 302 ora tas 1 Agert o t 1 a El Duration TRE 15 37 44 301 Curae 202 Tia tz 1 tale Petes 1 1 g S ee TaS Se 301 Curse 302 O35 tz 1 Azen a F 1 a ll Handled by TUES 15 41 13 301 Curse 302 ma Ee Agar Jst Doa 105 i 1 g El Atempts TIS 145047 301 Outbound 301 pos ma o mr John Doa 100 1 1 a El Code TIS 153123 sol Curse 301 ns Ww a Cate Jstn Dee 105 1 zak 1 a Stinks TUES ENA 301 Culbcund 301 na m o Cale John Doe 105 1 ng 1 a ee UTO TUES 164R 301 Curse 302 pr i 1 Cate John Doe 105 1 1 a EMOH ETE 1102 DIS 301 Cur 301 oo TH i Cate dzin Dee 105 i 1 a OMOH duration 1102 109413 301 Cutbound 301 org ra oo Cale John Doa 105 1 1 g OVR duration 1222 ATEO 301 Curse 301 ort ma i tate Job Dee 100 I nal 1 a nde al 122 IAE 301 Curae 301 O63 mae i An John Dor 105 1 1 a ER 122 wena 301 Cutbourd 301 n tal oo Agerl istne 100 1 1 q E mn Eil Export as E Currant page 1 4 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 2 0 0 53 0 13 amp Bob smith 102 2 20 0 25 0 12 gt Export as 5 4 gt See also
7. 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 WW Call detail Asterisk Call ID 112735452 204 Date and time 12101 11 31 03 Queue Outbound 301 fg 307 Caller ID 201 Handled by John Doe 101 Duration 0 sec Waiting time 0 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 O 9 301 1 322735452 294 WAV Tags Insert a new tag x Recording file Time sec 11 31 05 Duration sec Sales pitch Notes Red 37 Set Tag Color Green 100 ia Blue 37 ok Caneel See also Release 12 01 e QueueMetrics User Manual chapter 11 3 3 QA The input form 2 3 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 DL Unans Unans Di Area sil Day Hr bow Agents g Dil Outcomes i Mea i Al
8. l Notes Meets exp 51 75 0 Status A EE Exceeds exp fe 100 D m Call details Bii Overall Performance Start time January 09 2012 10 34 Timer Caller Avg 0 0 Queue Inbound 0 00 Resolution Avg 0 0 Agent John Doe 101 eo Agent Group Total score wo Caler 201 Avg 0 0 AstClid 1326101626 225 input form Agentrecorded QA Analyst Demo Admin Date 2013 03 20 15 51 42 0 Audio recordings 9300 201 20109 103346 1325101626 225 WAW Code Description Status WA Value Caller AIGE Age group 30 560 years F SEX Caller sex Fema F Resolution SOLY issue Solved Wes About SOLV of form Agent recorded x Add Close Date User Notes 2013 03 20 demoadmin Nice to se that 18 44 58 0 2013 03 20 demoadmin issue fed on first call 16 45 43 0 See also e QueueMetrics User Manual see chapter 12 Quality Assessments in QueueMetrics e QueueMetrics User Manual see chapter 8 5 Gathering call information through agent side QA forms 6 3 Fully automated screen pops on the Agent s page Active Polling Since QueueMetrics 13 04 the agent s page does not need to be manually refreshed when a new call hits the agent This is a major usability improvement and comes on the heels of the high performnce Row Cache functionality introduced in QueueMetrics 12 10 This way you can have an agent s page that automatically refreshes and launches a screen pop only when there is new data to be shown to the agent Also the page does not need to rel
9. running in ActivePolling mode e Correct sort order of calls e Setting of call statuses e Improved support for IE e Correct display of conversation time for live calls Realtime page e The action wand does not disappear anymore e Correct IVR timing e A few fixes on how agents were counted in corner cases Reports e Improved generation of XLS and PDF doocuments e Percentages of calls taken and lost displayed on top of the page e A few fixes for IVR measurement e Improved Oreka integration for audio video playback 24 Chapter 8 Release 14 03 Release 14 03 is a bug fix and performance improvement release on top of QueueMetrics 13 12 You will surely notice that QueueMetrics is now 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 8 1 General usability improvements 8 1 1 Interaction with Asterisk through the AMI now faster Depending on the version of Asterisk used there was a delay in performing actions that could be noticeable on some systems when logging on or off to a large number of queues This is now way faster up to 10x and happens almost immediately 8 1 2 The multi stint pop up is now included in the general call detail pop up Th
10. solution allows to monitor and report on an agent that is present under different codes within the queue_log Release 12 01 Home CfgUsers CfgQueues CfgAgents CfgAgentGroups Cfg Locations Asterisk agent code E g Agent 101 Agent description Mike 102 Asterisk aliases separate multiple alases with a symbol Agent location Other Agent group VNC monitoring URL http mike boo workstation vne Current terminal Cfg Outcomes Cto Instant messenger address Supenisor fal Peel de Payroll Code PT Created by Last update Agent is a known member of the following queues Queue name Direction 00 All inbound Inbound inbound O Test inbound Level Main Main Main Main The Agent Queue can be edited from the Queue editor See also e QueueMetrics User Manual chapter 20 4 Configuring agents 2 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 levels 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
11. 0 03 123 201 inbound gt Terminaied sole Sale A Queue AGAW related info inbound ACLO00 Q 0000 AV 0 0 00 WA 000 outbound 301 ALL0 00 EIU AV 0 0 00 WA 00 020 page will relos In order to mantsin sesdisn infcemabi n this a Subsmabically Fea cara Loway Switredand 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 being 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 18 Chapter 6 Release 13 04 Release 13 04 adds a number of important new improvements that will make using QueueMetrics easier and more productive e Manual and automated reports as PDF XLS documents and you can have them sent by e mail e Non scoring questions and other changes related to QA Fully automated screen pops on the Agent s page Active Polling Analyzing IVR tree traversal e Detailed tracking of call events e QueueMetrics in the cloud using different QM instances on the same PBX 6 1 Manual and automated reports as PDF XLS documents When you run
12. What s new in QueueMetrics Loway What s new in QueueMetrics Loway Table of Contents Nie COMMONS Sess A setae ei beanie A A aati lecnGan tsetse neater DG backll S 1 es RECAS a Oasis elie tm rbd a backs 2 2 1 Agent Mes DENIA Ai A ee aid 2 22u A A O RS raat se eiiak ace tent cate sats Rien ate a fy bac teucuset eee wa wesient 2 2 3 Paginated Call ISI aan AAA aa 4 2 4 Realm ON ASIENSK Maia a a ia 5 2 5 AINOM COMUGUOLIS Reposo a a a edo a al li 5 26 Frenalynames Manalig ista iria iia 6 2 7 Encrypisa les Playback slats 7 2 0 PRES iStentlUser Prop mes ia aia id aaa 8 2 3 OQA MOM Adem Dade aa e eee cot a N cee ce a rs ce ce a en 8 Os eledSe ataca a ti ia 11 del haACkKING WUSIExONi OIG ads 11 A RECISIO oll se E Oa a ane a a men are acne aes ees eae 12 Ac AGAW Quick Installation naaa dint be noes sis a a eat diet e ao oats 12 42 AGA GATO Me COMPAID ati ds od Oo ensue tas 12 dl PAGS Mons road asa 13 AA OA EXA OCONe a a a an 13 45 QM database cre lO o o a o ia o dE 14 AsO ON OMe page layout ositos pco id ad ana anses 14 Ar Aden channel Mames WIN p a O Aa 15 a A A A A 16 S b PenOnmanGe ODUM ZANONS era is O a A iii 16 de AGiminisWalive TOOS acces cari A RAEE 16 D5 OOM PACS ePOS a AN bs 17 als URE SUDSUIMINOMNS a o ios 18 o O A A A A ae GAR t aaa en tees ane ta ea amy see cates 19 6 1 Manual and automated reports as PDF XLS document c cece cece ee eee eee e rr 19 6 2 Non scoring questions and other changes
13. a report it is now possible to export it in one go as either a PDF document or a multi page XLS worksheet Report Details Atomic queue s considered Sabadan s 600 de Period start date March 12 2011 08 00 25 Period end date March 19 2013 18 00 Ta Total calls processed 4 25 0 ans 75 0 unans Search pii Tos xs PDF Even best you can create pre defined reports that is a set of queues a report a time period an export format and have QueueMetrics send them by e mail to a list of recipents You can run them manually or you can script a cron job that every night or every week will trigger the execution for you In order to turn on this feature you must give your users the USR_REPORTS_EXPORT keys so that she can export reports and your admins should hold the key USR_REPORTS_EXPORT_EDIT in order to create the reports to be sent by e mail See also e QueueMetrics User Manual see chapter 18 1 Generate PDF and XLS reports and send them by e mail 6 2 Non scoring questions and other changes related to QA It is now possible to have non scoring questions that is questions asked in QA forms that do not contribute to its averages and targets This is useful because you can now use QA forms for general purpose information gathering e g you could have a drop down menu that records whether the caller was male or female or for which product the call to your support line was This can be very useful especially w
14. al chapter 7 2 Calls being processed e QueueMetrics User Manual chapter 7 3 Agents currently logged in 4 4 QA Extra Score Assigning scores to a QA Form has always ranged between zero and hundred Occasionally a call centre may choose to allocate higher 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 13 Release 12 05 Demo Admin Administrator QE G F B 7 Your Logo QueueMetrics call center monitor Homa C gUsers CfgQuaues Cfgapents Cip gentGroups CigLocatons CipOulcomes CigPzuses COA CigPer Tk Rules CigRepois CIONA CigONS QA Items for Form Quality Assurance Add new item Save Section Engagement Auctinne IE Extra El das AAA 7 m Aerop deed ai E EJ TIM Did the rep manage time effectively E Section Business needs gt MEA EEE 18 Loway 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 4 5 QM database creation This new feature will be welcomed by many of our customers worldwide as it simplifies the QueueMetrics installation and configuration process QueueMetrics requires a working JDBC connection to the MySQL database
15. client offerings where e Each client has their own private instance of QueueMetrics e You use the Loway Keyring to manage QueueMetrics license keys for each customer This way clients can pay for what they use and you can use a large Asterisk instance to feed them all See also e Qloaderd User Manual see chapter 4 Feeding multiple QM instances from a single queue_log file e An introduction to the Loway Keyring is available at http queuemetrics com keyring jsp 22 Chapter 7 Release 13 12 Release 13 12 addresses usability and bug fixes in a number of areas The main theme of this release is integration generating reports externally and having them included in QueueMetrics integrating with popular CRM software packages integrating with Asterisk 12 and with external process watchdogs e Externally generated report pages e Improved QA e Easier integration to external CRMs e Ready for Asterisk 12 e A long set of little but useful improvements in all areas In total over 70 issues were fixed added in this release This release paves the way for major changes to come in 2014 including a new Agent page and WebRITC integration 7 1 Externally generated report pages Would you like to integrate external data sources into QueueMetrics Imagine that you want to run a QueueMetrics report and display a statistic with a graph about the items that were sold by your call center QueueMetrics does not handle this kind of information so
16. ection in the Advanced Configuration manual that is meant to get you up to speed quickly when integrating Queuemetrics with any external CRM We also created example scripts that integrate easily with SugarCRM and VTigerCRM the most common CRM applications used by our clients See also e QueueMetrics Advanced Configuration Manual see chapter 19 CRM Integration with QueueMetrics e SugarCRM https github com Loway OpenQueueMetricsAddOns tree master sugarcrm integration e VTigerCRM https github com Loway OpenQueueMetricsAddOns tree master vtiger integration 7 4 Ready for Asterisk 12 and easier to deploy QueueMetrics 13 12 fully supports Asterisk 12 Asterisk 12 introduces a large set of changes in its architecture and will be the basis for future Asterisk PBXs One notable feature that Asterisk 12 introduces is at last the ability to have attended transfers from queues 23 Release 13 12 Though Asterisk 12 is still in beta at the moment we re writing you know that QueueMetrics is ready for when you need to switch over QueueMetrics also add a watchdog page that is a page that reports as a JSON service the current state of the system and the current memory allocation We offer an example script on how to call this periodically and restart the system if the page does not work See also e QueueMetrics User Manual The QueueMetrics watchdog page 7 5 Misc changes Agent page e Automated refresh on agent events when
17. ent on page generation times 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 5 2 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 16 O Your Logo Heme 4 Inbound calls show inbound calls dor agent demoadrn Remote monitoring Show cunent system actraty Agent report Filtered for agent yesterday Today Yesterday The day before yesterday Last day Last 7 days Last 30 days Last YU days Quality Assessment Run QA Reports Graders page Performance Tracker Agent Awareness manager Fifterad for location My superised agente Pay
18. ere is no separate pop up to see call stints stint information when present is now visible in a tab on the Call Detail pop up 8 1 3 Calls connected to agents after agent was removed do not start a new session The parser usually starts a new agent session when events for an agent are received but the agent is logged off Now if a call is queued while he the agent is connected but is routed to the agent soon after the agent disconnects the previous session length is adjusted and a new session is not started and the agent does not linger on in the real time view 8 1 4 Added Drill down methods for the Performance Tracker page The Performance Tracker page now has drill down methods to filter calls interactively 8 1 5 Immediate pick up on configuration changes QueueMetrics caches database reads in order to avoid hammering the database with the same queries over and over again Such caches usually have a small duration no more than 30 seconds but sometimes if you created a new queue and went back to the main page the queue might have taken a few reloads to appear This does not happen anymore all configuration changes done through the GUI are effective immediately 8 1 6 Compatible with the latest Oreka TR installations The most recent versions of Oreka TR changed the names of a few components This is now configurable with a property in order for QueueMetrics to work correctly with all builds of Oreka TR 8 1 7 Additional cac
19. erying phos 0 Al fura canrenty in iugerting phase a A aed ig Eear Runs currently in Obsolete phase az a A Telalmumberatensiesinihesgertdetais ADE a Tetalrumber of keg enines vaz hanual tablo marianance Install now kay f Rastar AGAW urnor rat 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 4 2 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 12 Release 12 05 AA y o H bmail Code Agent 101 Location Main Status Logged off 3 Waiting Inbound O calls Q DPS Chat O calls ACL 0 00 Q 0 00 WA Quo 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 4 3 RT page menus Call Centre administrators and supervisors can now perform a variety of agent related tasks directly from the Realtime web interface in QueueMetrics without any need to browse to other pages We have introduced a new wand icon at
20. etails of answered calls F Queue Wait Duration H 44 Pos Disconnection Date Caller Queue Wait Handled by Attempts 11 26 11 31 27 203 Queue 300 0 0 Code 11 28 11 31 47 203 Queue 300 0 0 Stints 11 30 16 33 06 201 Queue 300 0 04 SIV 11 30 16 35 40 201 Queue 300 0 0 Asterisk UID 12101 11 25 33 201 Queue 300 0 04 12 01 11 31 03 201 Outbound 301 0 0 Ok 12101 11 33 31 201 Queue 300 0 1 12 01 16 25 01 201 Queue 300 0 03 20 1 Caller John Do 12 01 16 30 19 201 Outbound 301 0 03 0 05 0 Caller John Do 12 07 17 27 00 201 Queue 300 0 03 0020 1 Caller John Do 12114 17 12 56 201 Queue 300 0 09 0 07 1 Caller John Do 1214 17 14 16 201 Queue 300 0 05 O32 1 Caller John Do 12 15 15 34 45 201 Queue 300 0 09 035 1 Agent sip203 1215 15 37 44 201 Queue 300 0 03 0 28 1 Caller sip 203 124115 15 39 56 201 Queue 300 0 26 O26 1 Agent sip 203 V s Export as a 0 Current page 1 4 See also e QueueMetrics User Manual chapter 20 12 Configuring paginated calls 2 4 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 Realtime 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 c
21. hapter 23 17 Running Asterisk 1 8 with QueueMetrics 2 5 Non contiguous reports Non contiguous reports allow to choose specific day s of the week and time periods that you may want to include in a report query Release 12 01 Custom report analysis Report Details Agent Location Aaa Agent Group E O Dutcome aa Astensk call id Caller TS AS Wait duration Detween and Co 5 Call duration Detween ae and pena 5 Disconnection cause A E Enter position Between po and NA Number of attempts Between Jand DNIS IVR choice Server x Time zone offset Nooffsett jo Join multi stint calls No Non contiguous time SUN MON TUE WED THU FRI SAT A A GB Bee Between and hh mm Between and hh mm Preferences Run custom report Stari realtime monitoring List Calls 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 2 6 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
22. he cloud using different QM instances on the same PBX QueueMetrics was originally built to monitor one or more PBXs running a call center lt has strong security features allowing you to run partitioned systems where multiple clients are completely insulated from other clients Still in the standard QueueMetrics model one QM instance can only monitor one PBX This limits the offerings where e You have a cloud PBX and would like to give QM to some of your clients e The QM systems need to be custom configured for each client e You want each client to have their own private instance of QM for e g load management or ease of deployment The QlogSplitter tool shipping with q1oader 1 29 lets you partition the queue_ log of a large multi tenant PBX into multiple feeds that go each into a separate QM system 21 Release 13 04 QueueMetrica N N Client A A i Din _ Mysql A Partition 1 o A eC loaded gt e los 5 a 5 queue log e qlogSplitter a eee Mysal B e ee Pe log Bis qloaderd ys e A Partition 1 ey QueueMet rics i a ol Partition 2 Client E d log B y qloaderd gt EEC o a ae pe Mie ae ee _ ai _ E Client B Hp e E N f queue log AA qlogSplitter gt Mysql Partition 1 aaa ak vade D pa 7 QueueMetrics N NM Client A a it _ E p SA a log o5 Ma o o o nx This lets you create
23. hen you have agents fill in QA forms right from the agent s page in order to gather information about the call and you get detailed reports on all these choices Such calls are displayed by distribution in the reports that is how many calls were tracked for each distinct value Quality Assessment Form summary Scoring questions ltem code Question N Calls Avg score Exc Meet Impr Issue Shortcuts Caller 4 200 0 0 0 0 0 0 0 0 0 0 Resolution 4 0 00 0 0 1 0 0 0 0 0 0 0 b Export as JE gt 9 Vales counted with current Rem weights Non scoring questions ltem code Question N Calls Avgscore Values Caller 4 AGE Age group 4 2 50 2 G ne 2 4 80 years SEX Caler sex 4 1 75 1 Mak e 7 Female Resolution 4 SOLW issue Solwed 3 66 67 4 Mo as 1 Ha e q Wes Po b Export as JE F lt gt 19 Release 13 04 Additionally you can now have free text comments linked to a specific QA question this lets you store both comments by graders on why a specific issue was graded the way it was and for agents to associate free text comments through the agent s page Such comments are displayed in the QA notes section with the indication of which question the comment is about Additionally an information icon will be added to the QA form making it easy to retrieve such items when present Level Range Items Input form Close sue Ioi 0 Form Agent recorded Req impr 26 50 0 _ _
24. hing of frequent SQL queries Some more queries are now cached and should reduce the database load of about 15 if you have a large number of concurrent agents The change will be noticeable for larger systems 100 agents live 8 2 Misc changes A number of bugs present in previous releases were fixed e Access to the Realtime page via XML RPC might fail in QM 12 13 e AGAW runner issue wrong JAR reference Agent page pop ups abort if extension is missing e Exception when parsing under non existent session e Added cache breaker to pop ups Accessing multi stint calls from block ODO3 e Wrong counts in Answered calls by custom groups when reloading the page Excessive log at the Severe level e Incorrect content type in responses for AJAX services e Saner insert defaults for the queue_log table 25 Release 14 03 e Possibe XSS vulnerability on the Error page e The Agent s page would time out to queuemetrics qm undefined e Calls being originated would appear in the wrong order on the Agents page until connected 26
25. l All Reports New Blocks Report Details ly Atomic queue s considered 00 All Queva 300 FAA Ouibound 301 q 301 Bot Pernod stan date October 15 2014 10 35 Period end date January 13 2012 10 35 p Total calls processed Td 64 5 ans 35 7 unas Search Unanswered Hi EE Hy Date Agent Caller Queue Disconnection Position Wait Pos Attempts Code Hay Stints Srv TOME 10115 201 Queue 300 dba den 1 225 1 1 a WOME 15 1423 202 Queue 300 Abandon 1 aor 2 z 1 a 1020 11 515 John Doe 101 202 Outbound Wi Abandon 1 0 00 i 6 1 a 1020 12003 John Doe 1011 203 Ouibound 301 Abandon 1 0 00 4 a 1 a 102 142311 201 Queue 300 Abandon 1 023 1 1 1 4 102 14 31 57 John Doe 1041 203 Ouibound 301 Abandona 1 Og 4 a 1 4 TAT 1152A 03 Queue 00 Abron 1 15 1 1 Q IAT 145854 203 Queue 300 Abad 1 oi 2 o 1 a 1T 11 5821 203 Queue 300 Ahandon 1 O25 1 e 1 a iii 1201 32 203 Queue 300 Abandon 1 i i z 1 a iiit 120306 201 Queue 300 Abandon 1 021 i 1 1 Q 117 1420 32 203 Queue 300 Abandon 1 6 83 1 2 1 Q 117 125206 203 Queue 300 Abandon 1 D35 4 2 1 Y UIT 15345 201 Queue 300 Abandon 1 Dia a 1 1 Y 1201 163249 201 Queue 300 Abra 1 mir 1 1 1 q Mn Export as E o 112 Fe 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 Release 12 01 A Available data columns x Date Caller D
26. led See also e QueueMetrics User Manual see chapter 3 0 Logging on to QueueMetrics 5 3 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 gU Home John Doe Individual agents 1 f amp O A amp call center monitor QueueMetrics QueueMetrics Home Page Inbound calls Show inbound calls for agent Agent 101 Queue Inbound Report Quick reports Quick activity reports Last 1 Day Last 7 Days Last 15 Days Last 30 Days Last 90 Days QueueMetrics news Quevueletrics translations Would you like to help us improve the current QueueWletics translation Queueletics 12 05 released Anew major release available today What s new in QM Get to know the latest updates to Queueletics Welcome to the news Ihe QusueMetics news senice 15 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 options are selectable by queue repo
27. oad to maintain session information all session handling is done behind the scenes This is very useful for inbound call processing and it is superb when used with WombatDialer outbound campaigns you can get all the benefits of QueueMetrics plus a solid outbound dialing platform See also See the User Manual for the settings you have to enable in order to turn on this feature e QueueMetrics User Manual see chapter 8 4 Auto refreshing the agenta s page Active Polling e The WombatDialer is available at http wombatdialer com 20 Release 13 04 6 4 Analyzing IVR tree traversal It is now possible to track and analyze not only the final IVR selection but the time it took for each caller to make every selection the number of goals reached be it connecting the caller to a queue or reaching an independent goal e g a self service menu and the attrition rates for each IVR menu and sequence that is where the caller hung up instead of reaching a new destination This gives you in deep visibility on what is going on before the call is queued and lets you streamline and optimize your IVR tree giving you clear comparable data to base your decisions upon IVR Traversals IVR path N calls IVR goal report Success rate Hangups Attrition rate Wr 5 0 0 0 1 20 0 1 5 0 0 056 1 20 0 iw 2 mr 8 4 4 100 0 0 0 0 i 2 F 100 0 0 0 0 a2 2 2 100 0 0 0 056 it 9 1 0 0 0 1 100 0 1 1 0 0 1 100 0 WT X 3 0 0 0 0 0 0 1 3
28. our 1364 e Call tagging 1369 e 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 QA from Agent page 1519 2 1 Agent 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 E John Doe 101 22 1 00 00 1 00 00 4 00 00 1 00 00 1 00 00 11 00 5 45 99 o P Export as BE gt mW Agent Payable Time by Hour Agent 16 11 18 19 20 21 22 Total 3 John Doe 101 34 22 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 5 45 22 b Export as E Agent Billable Time by Hour Agent 16 1r 18 19 20 21 22 E John Doe 101 oe 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 Db Export as Total 6 45 22 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 session 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 2 2 Call tagging For each
29. related to QA ccccc eect t eee eee cnn 19 6 3 Fully automated screen pops on the Agent s page Active Polling ooooccocccccnccncccncnccnnno non eee eeeeneeeeeenannees 20 GA Analyzing IVA Wee itavay E E E O ao 21 60 Detallcd tracxing ot call eveniS asia N ea on Sere N end eect 21 6 6 QueueMetrics in the cloud using different QM instances on the same PBX cccccce cece n eee eeeee eee rr rr 21 o ES e AA A O A dart anets Gear sae ea asad 23 T ly Exiernally gensrated repon Pages ala o 23 Jes IMPproved A Teatros aussi idol ac E ic do co ee ed co 23 7 3 Easier integration tosextemal CAMS dada 23 7 4 Ready for Asterisk 12 and easier to deploy cin A Ai be 23 To MISC Change S id A A eRe Paina eae Sere ane 24 On Release AOS ia dl e Ed a ia o aa aia 25 8 14 General USabllly Improvements rajado A O do 25 Ore MIS Change areia a E SES 25 Chapter 1 Contents This document contains a graphical description of the most important changes for a QueueMetrics release Chapter 2 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 readable 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 h
30. roll Run payroll reports Real time report at realme monitoring Sart wallboard Quick activity reports Today Yesterday The day before Last day Last 7 days Last 30 days Last 90 days Custom report Run custom report Release 12 10 QueueMetrics Home Page Queue oo All Report All Reports Superasion No Edit reports Edit users Edit queves Edit agents Edit agent groups Edit locations Edit call oubcames Edit pause codes Edit WA selections Edit DIDADAIS Enes Edit QA forma Edit QA Performance Tracker Rules Administrative tools View Audit Log Edit Oweuebleirics settings Demo Admin Administrator SEIS 0 G F B QueueMetrics call center monitor QueueMetrics news Seg you al Asinmcan Cocne and visil us al Agtricon 2012 OwvevelMletrics transialiona Would you like to help us improwe fe current Me trics translation QuesveMetrics 12 05 released Anew major release avaiable loday Whats mew in OM Getto know he latest updates to QOueueMetrics Welcome do the news he Queuckieinics news service is up and running Setup wizard Load data from Asterisk Mysql storage mfommation Agent Awareness manager Import Export calle Edit system parameters System diagnostic tools The database Test page is also accessible directly from the QueueMetrics Home page under the heading System diagnostic tools within the Administrative tools listing It does not require a specific key to be enab
31. rt type and durations This new block of reporting functions is made visible for agents 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 17 Release 12 10 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 button 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 5 4 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_autoopenurl y S John Doe Individual agents E 3 PE O Your Logo QueueMetrics call center monitor Home Live Active calls for agent John Doe Agent Agent is currently logged on queves inbound 300 Reloadnow Logon Logoff Joina LeaveQ Pause Unpause Dial Entering at Waiting Talking Caller ID Queue URL Status Transferte Outcome 1025 16 06 35
32. s links have been re organized to form a new layout that avoids any previously required page scrolling 14 Release 12 05 Boa Demo Admin Administrator SA 2 Ow amp Your Logo QueueMetrics I call center monitor Home QueueMetrics Home Page Important notice Your current Queveletrics license will expire in 5 days Please consider renewing it before it expires to avoid service Intenupiean Queue oo All Report All Reports Agent report Real time report Edit QuaueMetrics settings QueuelMetrics news Filterad for agent Slarl reallone montong Edi reparis Valcorne to the news E A Start wallboard Edil users The QueueMetrics news Service is up end Today Yesterday The day before ai Edit queues B ie del pd sida dai Quick activity reports Edit agents What s new in QM ojala my Le Today Yesterday The day before Edit agent groups Getio know the laiest updates in Last day l Last T daya yostorday Edit locations QueuelMetnics Laet AA deya la Maya Last day Last 7 days Edil call aulcames Quality Mas ant Last 30 days Last 40 days Edit pause codes Run GA Repons Edit WA selections iis d ainiti Custom report zdit NIS Ji Graders page Run custom raport Edit DIDVONIS lines Peformance Tracker is e Edit QA forms Edil 24 Performance Tracker Rules Payrall papal reporls Administrative tools View Audit Log Setup wizard Load data from Asterisk Mysql storage information Agent Awena manager Loway Low Pepe ch The new format sees
33. so the new wizard allows to easily create the database in a few clicks and minimal manual intervention salling detal wewrTechinfo faise in ihe QuaveMetrics database information oi si leia Queueletics database queuemetics QueueMletrics database user queuemetrics QueuaMetrics database password javadude QueueMetrics E call center monitor H i DbTest Create QueueMetrics database Diagnostic tools This procedure may delete all data H you already have an existing QueweMietries database If yau already have a database do nat run this View configuration Parameters thet are not editable come from the web xml le H you need to change them go edit the web xml file Ablliaster IE OAA A aaa aaa iL i MySQL root information m gt MySQL database address localhost Note i Access lo lhe page cs supposed to be MySQL reat user reairicled MySQL roat password You can ium off access io ihis page by Step Siatus Description Time 1 Testing JDBC connection as the MySQL admin MOT_RUW T ms 2 Creating dalabase queuemetics MOT RUM ma 3 Creating grants for user quevamatrics on database quevemetrics MOT_RUW 1 ms 4 Uploading initial schema MOT RUM me See also QueueMetrics User Manual chapter 2 5 2 Automatic database creation 4 6 QM Home page layout This release offers a great new look for the Queuemetrics Home page as the variou
34. the end of the Calls being processed panel which will give administrators the freedom and time saving 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 Entered Waiting Duration Agent MOH i inbound 201 18 16 41 0 08 005 John Doe 101 A P Export as EE Ej amp 1B vine Agents currently logged in Bn Agent Last bogan Queve s Extension On pause Er Last call On queue John Doe 104 GSF 15 40 49 Inbound Biata Inbound F b Export as 2 3 A oy Chas L EL Hangup r o Ai fay gt Tranater El 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 Rees sessa t5 wo zos gt Show Show Shon 7 Active gt all n E e Add Member agents currently logged in Agent Last logon Queuve s Extension On pause ary Last call On queue 7 doba Dos 101 04430 17 05 38 Inbound sipr204 1708 Email 17 07 88 nbound A P Export as E E vie i 4 m LOWAY ai rccove tones Lower Amen L pouar Agent 158 Unpause Agent E send Text Message See also e QueueMetrics User Manu
35. the introduction of the QueueMetrics News section a reviewed block 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 4 7 Agent channel names with We have introduced the option to avoid the stripping of the minus sign in channel names By setting the default stripchannelNames 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 15 Chapter 5 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 introduction of the Agent Reports accessible directly from the agent web page and the possibility of defining different 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 e System diagnostic tools 1673 e Link to dbTest page 1692 e Agent page Reports 1663 URL S
36. ubstitutions 1714 5 1 Performance 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 creation 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 improvem
37. w Add Member Rem Entering at Waiting Talking Caller ID Queue 02127 16 03 45 0 03 0 08 201 Queue 300 In order to mantain session information this page E QA Grading Mozilla Firefox Li 10 10 5 25 8080 queuemetricsqa popup qa_grade_ajx sp Overall Performance start time F Queue Engagement Avg 0 0 Resolutior Avg 0 0 Ager it J Business needs Avg 0 0 AS E Caller 2 Total score 0 1300 do ANO 0 0 Audio record Code Description Engagement SEG How clear and eager was the use of the Corporate greeting COU How well did the rep display courtesy ENE Rate rep s enery level throughout the call TIE Weer corel died than rar seams tha tana ane amarra ad marnan hr Release 12 01 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 according to business needs See also e QueueMetrics User Manual chapter 8 The real time agent page 10 Chapter 3 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
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