Home

QUEUEMETRICS USER MANUAL

1. SCG How positive clear and eager was the use of the Corporate greeting ari NE COU How well did the rep display courtesy A A i ENE Rate rep s enery level throughout the call u TON How well did the rep vary the tone and speed of speech Eri x CLE How clear and concise was the rep s vocalization and pronunciation A HOL Did the rep use the correct hold procedure o l DEE Did the rep avoid deed air ike LIS Did the rep display active listening skills E A A E E C0 How positive and appropriate wasthecallclosurephase HC JU E Section Resolution o ASS Was assurance given for client s assistance Tu 7 wt E REL How accurate and relevant was the information provided a E nls p a 20000 l PRO Was the problem resolved on first contact po TIM Did the rep manage time effectively Sartina hitinees negra j q m F To add a new element just select an element on the top form and a section it should be added to On the main part of the page you can edit the elements by changing them moving them up or down and removing them The Active if field allows to enter a dependent rule as described within the following chapter Handling dependent questions The Extra Score checkbox allows to give extra scoring to a particular question in order to highlight an age
2. Level Range Items Input form ote Uoi Y Form Quality Assurance gt Req Impr 26 50 1 Notes Meets exp 51 78 7 Status Exceeds exp 76 100 2 i Print Call details Overall Performance Starttime January 102012 14 23 Engagement Avg 70 4 Queue 00 All Resolution Avg N A Agent John Doe 101 Business needs Avg 50 0 Agent Group Caller 201 Total score 654 1000 AstClid 1326201763 233 Avg 68 4 Status code sale Sale Input form Qualty Assurance D gt QA Analyst Demo Admin Date 2012 01 10 16 01 49 0 Audio recordings 4300 20120110 142243 1326201763 233 WAW Code Description Status N A Value Engagement SCG How positive clear and eager was the use of the Corporate Exceeds exp 90 greeting cou How well did the rep display courtesy Meets exp ENE Rate rep s enery level throughout the call Meets exp 70 TON How well did the rep vary the tone and speed of speech Meets exp 65 CLE How clear and concise was the rep s vocalization and Meets exp 70 pronunciation HOL Did the rep use the correct hold procedure Meets exp TS DEE Did the rep avoid deed air Meets exp 60 LS Did the rep display active listening skills Meets exp 65 CLO How positive and appropriate was the call closure phase Exceeds exp 80 Resolution Business needs DBC Was DBC done Req Impr 50 It basically shows the same data that was input but it cannot be changed anymore and the supervisor information is shown If there are known audio record
3. Configuring QA forms for further information While you input data into the form you can see that the number of items that fall into each category and the average and total scores are updated in real time For each section is reported the overall section score and average Zero values are marked in red This simplifies the discovering of session shortcuts See Section 21 9 2 Configuring QA items for further details for already scored forms As soon as the form has been graded and saved a set of checkboxes are shown on the right column of each level These checkboxes could be used to show hide questions falling in each specific range Level Range ltems Issue 0 25 0 Req Impr 26 50 0 Meets exp 51 75 2 Exceeds exp 76 100 3 Overall Parfarmanre On the top right box after the Input form field a form Status dropdown reports the current form status Actually this dropdown is read only and their status could be changed modifying the dataset stored in the database with an external application Following the form status you can see the call details when it started on which queue it was processed the agent processing it the caller id and the Asterisk internal call id On the top right there are three buttons 125 Quality Assessment in QueueMetrics e Close is used to exit the form without saving changes e Notes is used to toggle between scores and notes associated to the call e Print is used to start the print proc
4. QMARCH SJARLIB loway tpf 155p jar OMJAR JARLIB QueueMetrics 1 5 0 Jar IND OS ds me as ome aloe Our giants MES OLJARS MARETE mo qiero ea AO a These are the names of the Java classes bundles that contain the local version of QM and of its TPF architecture These must match the ones under WEB INF lib or you will get Class not found errors on startup In a standard QueueMetrics release QMARCH and QMJAR items are correctly set by the build system to match the current JARs SERVLET usr local queuemetrics tomcat common lib servlet api jar This points to the servlet API used by your Tomcat installation The default path is okay for a standard QM installation Once you set everything up you can simply set the script executable and start it to see its output cio ss ele ele lO agaw runner sh Please note that the script will loop indefinitely so it must be stopped through a kill 9 command 21 20 1 Installing the database clean up jobs The AGAW subsystem produces a great number of old obsolete informative log data that is meant to help diagnosing problems but that can end up filling your disks pointlessly There are currently two ways to run database purging jobs e There is a button from the main AGAW screen and 193 Editing QueueMetrics settings e Through a modular HTTP call meant to be run through scheduled cron jobs In order to specify parameters for this activity you should add the following lines to your con
5. 24 17 Running Asterisk 1 8 with QueueMetrics QueueMetrics is compatible with Asterisk 1 8 but you need to properly set it The first requirement is related to a strange behavior found in Asterisk 1 8 0 and 1 8 1 that prevents Asterisk to properly log all queue activity until a a reload command is issued from the CLI To fix this problem we had to change the code in the logger c file found in the main subfolder present in the asterisk sources near the line 396 in order to have something similar to what is listed below ie cee fclose glog 222 Configuring Asterisk for QueueMetrics char emp 4096 Si emo iz OE Clemo Yee ssl a8 Coming AST ING IDI emetic og_nal glog ropa emo a Then we had to rebuild asterisk and to reinstall it The next step is to replace the extensions_queuemetrics conf file with the specific version for Asterisk 1 8 To do this you need to copy the extensions_queuemetrics_18 conf replacing the one present into the asterisk configuration folder then reload the dialplan from the CLI The extensions_queuemetrics_18 conf is targeted to Asterisk 1 8 with hotdesking enabled i This applies ONLY to some earlier versions of Asterisk 1 8 24 18 Handling Agents priorities on queues Starting from QueueMetrics 1 6 3 is possible to define priorities when logging agents in a specific queue The priority associated to each agent is dependent on how the agent was configured in the queue main spill or wra
6. Agent Detail Asterisk agent code lAgent 101 Agent dascnption John Doe 101 Agent location Main VNC monitoring URL Test it Current terminal instant messenger address Test it Supendsor demosupervisor Created by Last update Save Back Hew Delete Agent is a known member of the following queues Queue name Direction Lewel 00 48 inbound gen 0 OFS bound Man 0 Tea mbound Laan ha Agani Dutu Se Sin be edited Forni Ha Cua editis For each agent in use enter e Agent code as the Asterisk agent code e g Agent 101 e Agent description as the agent s own name Default server for cluster mode the default server for the agent This information is used to pre populate the related field in the realtime agent page logon panel Leave empty if the agent is not associated to a specific server Agent location and Agent group can be selected from a drop down list of defined locations Leave blank if not needed e VNC Monitoring URL the URL that will launch the VNC monitoring app for the given agent e Current terminal the current terminal for the given agent If this field is left blank unattended audio monitoring will not work If you are using regular Asterisk agents just enter as the current terminal to make audio monitoring work This field is used to pre populate the Current extension field in the agent real time logon panel e Instant messenger address an XMPP address associated to the agent Used in the real time page
7. Created by jemoadmin 29 01 2011 18 04 Last update Save Back New Clone Delete Agents belonging to this agent group Ho agents belonging to this group 171 Editing QueueMetrics settings you can add more icons that better suit your liking by uploading them to the img agent_groups folder in QueueMetrics 21 9 Configuring QA forms The set of current QA forms can be configured through the QA form editor It shows the current set of defined forms and lets you performs the usual operations search filter sorting paged listing Demo Admin Administrator Y D F E O Your Logo QueueMetrics Home Cig Users Cig Queues Cig Agents Cig Locations Cig Outcomes Cig Pauses CfigQA QA Forms Fitter search create New Edit items Items found 1 Page 1of1 eS NE Name 1 Key Key Section Section Section3 Section Section Section Section Section Section Section Items In Rep 1 2 4 5 6 T 3 9 10 i Main Form oe Politeness Conversation Customer Other o P D i Related Quality Engagement Resolution Business o P f Assurance necds items found 1 Page 1of1 SS MER Create New Edit items The names of each section and the number of items that have been input for that form are shown on the front page If a form has any number of items input it is considered locked and cannot be modified anymore though you
8. 6 9 3 DWO3 Unanswered call wait time per day of week Unanswered call wait time per day of week Day Num Unanswered calls Avg Min Max Avg wait Monday 0 0 0 00 0 00 Tuesday 0 0 0 00 0 00 Wednesday 0 0 0 00 0 00 Thursday 264 100 0 0 10 0 10 0 10 PRA Friday 0 0 0 00 0 00 Saturday 0 0 0 00 0 00 Sunday 0 0 0 00 0 00 Export as BE 63 Report Details The total numbers of call wait time for unanswered calls are plotted for each day of the week Default page Call distribution by day of week Shortcut code DWO3 XML RPC code CallDistrDO UnansWaitPerDOW Parameters See also OOOO O SSS 6 9 4 DW04 Sales per day of week Sales per day of week Day Conv QConv Sales QCont Contacts Monday w w Tuesday 6 1 Wednesday gt Thursday 0 6 0 a Friday gt Saturday 3 2 3 Sunday Export as ff E lt gt The total numbers sales and contacts are plotted for each day of the week Default page Call distribution by day of week Shortcut code DWO4 XML RPC code CallDistrDO SalesPerDOW Parameters Se aso U I O o o 6 9 5 DWO5 Schedule Adherence per day of week Schedule Adherence per day of week Day Agents Monday 0 0 Tuesday 0 0 Wednesday 1 20 0 m Thursday 4 20 0 nn Friday 0 0 Saturday 0 0 Sunday 0 0 b Export as The Schedule Adherence report shows the number of distinct agents that were detected during th
9. Export as E gt The report shows e How many agents were available for the queue To be considered available an agent must have logged in and taken at least one call e How much time all agents have been available e The average agent available time e The minimum and maximum agent session durations 26 Running a report e The total billable and not billable pause times 4 11 1 Agent availability This graph shows which agents were available during the specified time frame and the percentage of agents available time each one cumulated This time is calculated per all queues any agent is a member of as the act of logging on is in general for the whole system and not specific to one single queue For each agent the total time on pause if any is computed and broken down as Billable or Not billable see the section on Pause Codes The overlapping is the amount of time that an agent was paused BUT taking calls As you can pause in the middle of a call maybe your system doesn t allow this but it is conceivable you could have a period where you are paused BUT on conversation as well The written next to the graph is the percentage of the pause time 4 11 2 Session and pause duration For each agent the total number of sessions and pauses is computed session time is already deducted of pause time For both sessions and pauses an average length is computed The Pause percentage is how much time an a
10. Metrics are user definable and are clustered together in forms a form can hold up to 130 metrics divided in up to 10 metric groups A single reporter can grade a call only once for each defined form any attempt to grade a the same form for the same call multiple times will not be accepted For security reasons call grading data cannot be modified once input and forms with live data associated to them cannot be deleted from the system In order to have a reduced set of metrics available if you use successive versions of a form over the period it is possible to close a form i e to avoid further input Deletions if any will be performed at the database level by the system administrator Grading data is expressed as integer numbers between 0 and 100 grading all fields is mandatory except for fields marked as optional in the form definition The QA team can also input free text comments linked to a specific call It is possible to edit thresholds for different levels of QA grades e g 0 25 Issue 26 50 Improvement required 51 75 Meets expectations 76 100 Exceeds expectations These values can be defined on a form by form basis and make it possible to count the number of items that belong to each category and to use a colour code for immediate graphic representation 12 3 Grading calls Grading data can be input while listening to the live call Unattended monitoring or while looking at the historical call details or through a partic
11. O E QueueMetrics all center monitor Licence informacion It is also possible to send the link via e mail to other Chrome users that share the same QueueMetrics instance On older versions of Chrome it is enough to click on the link to have the extension installed On versions 21 and higher the user must Salve relnase Firelox chenk version Licenced toc Maximum licenced agents Licence expires on Operaling Systeme Java Runtime System path Somme type Loway TPF Language pack System dime Loway QurutMetrics 12 2 8 B 1955 2012 04 13 12 13 0 2 6 Install naw Eireag Chrome WAL FHpllszaw qa 5000 quoeuemetticsiqa_aqaw_ficads_ajax do LOWAY CA Install new licenas key 9999 55 2012 05 02 0 5 Linux Wes 2 6 19 238 12 1 015 1406 Version 16 0 22 Wendor Sun Microsystems bie Class Yerma 50 0 diva Home dustfocallquevemotics dk 4 6 0_23 re dusodocallquevemetrics tomcallwebaposquevemebicaWEB 21F SOL Storage Partition P001 Wersi n BReasion 1 90 5 1904P 8 16 4 2012 04 12 13 35 Java Tima 2012 04 16 14 52 45 Java Time Zone Europei Rome MySQL Time 2012 04 16 11 52 45 0 Mysig Time is aligned wih Java Time The oficial Quevelletrics websila is located al him iquenemalrics com e Download the extension agaw4chrome crx to their PC Select Tools gt Extensions Click the wrench icon on the browser toolbar Drag the file just downloaded onto the Extensions page e Y
12. Pause Unpause Dial Entering at Waiting Talking Caller ID Queue URL Status Transfer to Outcome 0219 10 15 37 0 03 0 09 104 Dutbound 100 Terminaled Al 0319 10 15 25 104 Outbound 100 a 0219 10 14 57 104 Outbound 100 a Queue AGAW related info Sales Inbound AC1 0 05 0 0 00 WF 0 00 4090 CPH 20 0 OCPH 20 0 5PH 10 0 0056 0 COW Call Details Signal Problem IE Unus ad Secretary n odar io manta n session information this page will ralos automatically This page tells the agent that he s logged on and shows the last calls he has handled This page lists also a subset of AGAW information related to the logged agent In this case we see that there is an ongoing conversation and many previous calls On top of the page a field tells the agent whether s he is Logged on ready and able to take or make calls Logged on queues followed by the list of queues the agent is dynamically logged on through the Add Member buiton Logged off the agent has voluntarily left or has forcibly been disconnected by the queue system On pause the agent has asked for a pause from the queue system Undetermined whether there is no relevant information to tell the agent status in the last part of the log file The fields the agent can find in the call list are as follows Entering at is the date and time the call entered the queue system Waiting is the waiting time before being connected to the agent Talking is the t
13. The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 6 2 Service level agreement grouped for each day of week Default page Call distribution by day of week Shortcut code DW07 XML RPC code CallDistrDO InclSlaPerDOW Parameters See also OO O O OSS 6 9 8 DW08 Traffic Analysis by period per day of week Traffic Analysis by period per DOW Day Avgag Calls Svclvl Unans Unans Awg out Outin Avg Avg Max Max Max Max OH Ans Ans Min Ag Ma Ag short ans talk wait walt dur dur out out y ans losi Monday afr 1 3 100 0 O a 0 0 0 0 10 20 0 10 0 00 020 weI 1 1 lz Q 1 Tuezdar 1 0 0 0 00 0 0 0 0 0 0 oo 00 0 00 0 00 2000 oo 0 i la i 1 Weorresday 1 0 0 0 0 0 0 0 0 0 00 00 0 00 0 00 6 00 0 00 o 6 1 1 Thursday 10 oo 1 0 0 0 0 0 0 0 00 moo 0 00 0 00 6 00 000 ls 1 1 Friday 0 0 0 0 00 0 0 0 0 0 05 hoo 0000 0 00 0 00 2000 oo 0 D ls D D Saturday 6 0 0 0 6 0 0 0 0 0 6 00 oo 0 00 6 00 6 00 oo 0 6 Sucia 0 0 0 0 0 0 0 p 0 0 00 0000 0000 0 00 0 00 2500 ro 0 0 la D 1 b Export as 1 gt Distribution of calls and agent availability per day of week 65 Report Details For a complete description of parameters see DDOB8 Traffic Analysis by period per day Section 6 7 8 DD08 Traffic Analysis by period per day Available since 1 6 0 4 Default page Call distribution by day of week Shortcut code DWO8 XML RPC code CallDistrDO Traff
14. The scoring rule is usually associated to a particular queue and form but the user can override this selection by checking the option Override queue and form selections and by specifying other parameters that affect the calculation like e the minimum expected score e the minimum number of calls that should be analyzed e the minimum days the agent had to be in the group at the run period specified for the analysis These minimums are to avoid considering agents that are undersampled e g if an agent has been scored only once we can expect this score to be less meaningful compared to an agent whose score is based on 10 elements The button Search starts the calculation process and a new page will be displayed 135 Advanced tracking of agent and grader performance Home Pen Track Ag Scoring Quality Assessment Performance Tracking Agent List Quewes ADO From dare January 07 2009 08 50 To dace Augus 08 2014 16 00 Scoring rules Test AVG score Avg QA Form JUlReportForm Agent Score SPH OCPH CPH Sales oc Cant Conv QConw N Call Farms AVG Flunked Calls length Score john 5678 0 0 00 24 24 26 0 5 10 227 1 5622 20 75 5 A Doe 101 The following agents were filtered out from the report Agent Days in group Minimum callsfagent Minimum score ageno 200 px Frank Aaron x The items shown here are averages on all the calls that were found in the current set The selected score rule is used to compute the
15. This is needed because all the SPH CPH and QCPH are calculated not on the totals of each class but on sums of that class and generic types like S Number of Sales C Number of Contacts O Number of Qualified Contacts CPH CC 7 logon time pause Lime OCPH Q logon time pause time SPH oe MO One pause mney Conversion indexes are calculated as SE SO 30 Chapter 5 Showing call details As shown above QM lets you see the very detail of calls handled by Asterisk 5 1 Detail of answered calls Le A Lost Dem oull O20 y Call Detail Google Chrome Home Answered Ans Dt Unani All Tags Call events 1 QA All Reports Details Asterisk Call ID 1383141418 747 Report Details Date and time 10 30 14 56 59 Report generated on Queue Queve 300 3007 3 ay Cal z 105 Atomic queue s considered caier zt Queue 300 i Hamdled by John Doe 101 Bur F 21 sec Period start date a see eR reed Time in ore queueing BEC Period end date Waiting time Sa LE calls processed Original position 4 Ratio Disconnection cause Agent disconnected Transferred to Attempts z B Lasi Failed Attempt John Dos 101 Bridged Channel 13831414480 749 Stinta 1 URL Queue details Simin costa Sm DMS Date Caller Queue IWR WR selection 10 30 14 56 59 205 Queve 300 0 00 9300 20131030 145652 1383141418 747 wav a 10 30 16 09 33 205 Queue 300 0 00 a E 10 30 16 13 33 205 Queue 300 0 00
16. e How many agent attempts were made i e how many times the agent s telephones were rung in total e The average number of attempts that were necessary for a taken call the minimum maximum and total attempts made that resulted in a taken call e The average number of attempts that were necessary for a lost call the minimum maximum and total attempts made that resulted in a lost call 4 9 1 ACD attempts by terminal This graph breaks down agent attempts by the agent that was called The following pieces of information are extracted for each agent e N of lost agent attempts i e the agent was called but not responding e The average ring time for lost attempts e The total ringing time for lost calls e The number of taken agent attempts i e calls answered e The average ring duration for taken calls e The total ring time for taken calls 4 9 2 ACD attempts by queue The following metrics are extracted and broken down by queue e N of lost agent attempts i e the agent was called but not responding e The average ring time for lost attempts e The total ringing time for lost calls 23 Running a report e The number of taken agent attempts i e calls answered e The average ring duration for taken calls e The total ring time for taken calls 4 10 Understanding results Call distribution The call distribution report shows when calls were handled when calls were lost and the average wait times broken down by period
17. e port This part is optional if not present will default to 5038 All three fields are mandatory The password is sent over a clear text TCP connection so make sure to protect it using e g a VPN tunnel if it is to traverse public networks Username and password should be made only of letters and digits no other character should be used The configuration above should be matched by the configuration in Asterisks own manager conf file that should look like the following one general enabled yes DOE DO Prndoddr 10 10 0510 webenabled no admin 223 Configuring Asterisk for QueueMetrics secret amplll dons OO On 07 OO Pon A 255 455 4255 50 read system call log verbose command agent user originate write system call log verbose command agent user originate In order to make testing easier QueueMetrics includes a test tool that checks whether the current connection is working or not see Checking an Asterisk Manager connection Section 21 21 2 Checking an Asterisk Manager connection for details 24 20 Listening to encrypted recordings QueueMetrics allows to listen to recordings that are stored in an encrypted format This works by invoking a custom supplied filter that will decrypt the recording on the fly before QM streams it back to the user This is possible only for recordings that are read from disk and streamed by QM it does not work for recordings that are streamed by a
18. gt maxlen Q announce frequency 0 announce holdtime no MONTETO RONE iva monitor join yes queue youarenext silence queue thankyou q sample thankyou member gt Agent 302 0 member gt Agent 303 0 member gt Agent 301 1 Make sure that you do not forget the explicit timeout when calling the Queue command from extensions conf or queue timeouts will not be logged by Asterisk and therefore not reported by QM A patch that corrects this Asterisk behaviour can be found at http bugs digium com view php id 5422 24 2 Configuring URLs to be launched by the agent real time page The URL should be embedded in the Queue command as prescribed by Asterisk exten gt s 7 Queue myqueue nt http mysite app 2uid UNIQUEID cl1id S CALLERID 60 This command launches the queue myqueue and launches the webapp located http site app passing the following parametrs 1 uid is the Asterisk internal unique call id 212 Configuring Asterisk for QueueMetrics 2 Clid is the Caller ID for the current call The URL will appear on a clickable link on the Agent s page If you set the property realtime agent_autoopenurlto true whenever the Agent s page is reloaded the most recent unopened URL is launched automatically 24 3 Listening to recorded calls using QM e Make sure it is legal This is not strictly a QM issue but before attempting to record all calls on a queue you should consult a lawyer to make sure
19. j Quality Assessment Form summary Overall Form Summary Form ID Form Name WN Calls Avg score SE JUReportForm 3 44 67 P Export as EX Scoring questions ltem Question N Calls Avg Exc Meet Impr Issue Shortcuts i code score Engagement 10 54 23 20 0 28 3 43 3 83 0 0 Cou How well did the rep display courtesy 10 64 60 10 0 70 0 20 0 0 0 0 0 CLE How clear and concise was the rep s vocalization and pronunciation 10 50 50 30 0 0 0 60 0 10 0 0 0 OL Did the rep use the correct hold procedure 10 52 00 20 0 20 0 50 0 10 0 0 0 DEE Did the rep avoid deed ar 10 41 50 0 0 30 0 60 0 10 0 0 0 i Ls Did the rep display active istening skils 10 57 50 20 0 40 0 30 0 10 0 0 0 i CLO How postive and appropriate was the call closure phase 10 55 30 20 0 10 0 20 0 10 0 0 0 i Resolution 10 62 50 30 0 42 5 25 0 25 0 0 REL How accurate and relevant was the information provided 10 61 50 10 0 70 0 20 0 0 0 0 0 HEL Was sddilional help offered wih enthusiasm 10 63 00 40 0 30 0 30 0 0 0 0 0 i PRO Was the problem resobed on first contact 10 64 10 30 0 20 0 30 0 0 0 0 0 TIM Did the rep manage time effect ety 10 61 40 40 0 30 0 20 0 10 0 0 0 i Business needs 10 48 70 10 0 20 0 70 0 0 0 0 0 DBC Was DEC done 10 48 70 10 0 20 0 70 0 0 0 0 0 b Export as W e 5 Values counted with oument iiem weights Non scoring questions lem Question N Calls Avg Values
20. Administrator 1 LJ La 0 Your Logo QueueMetrics call center monitor Home Cig Users Cfg Queues Cig Agents Cig Agent Groups Cig Locations Cfg Outcomes Cig Pauses Cig OA Cig Perf Trk Rules Reports Export Configuration Filter O Sean create New hems found 2 Page 1 oF 1 Ex Title Period Queue Report Set Email List ld Last 30 days to POF 00 40 Al Last 30 days 00 41 All Reports pob hexample comemiy example com 1 7 i Reports i Test export Last 90 days lo Lasi 90 days 00 41 120 ES z F 5 POF 0041 All Reps tema found 2 Page 1 afi 335 Create New Loway 183 Editing QueueMetrics settings Each job is associated to a specific query period queue and report set meaning that each time the report is run QueueMetrics calculates the results based on the input parameters and exports the whole report set to the required format The generated document is sent to the recipients list specified for the job Each job is identified by a numeric id generated by QueueMetrics and shown in the d column As defined in the chapter Generate PDF and XLS reports and send them by e mail Section 18 1 Generate PDF and XLS reports and send them by e mail this id has to be used to run the report by an external ROBOT profile The user can edit a specific job by clicking on the pencil icon or can run it immediately by clicking on the blue button shown on the list The user is allowed to run the report only if hol
21. Historical reports IV RACKING aio O A AA 76 6 14 Externally Generated repons cats Canin in A E A Gan dasaeaen teste we 78 Tfno Wealetine Stas Panelists cassis id a da e a 80 Tail WOP SlalUS Panel sarten o o di 81 72 als DEMO Processed raaa daria cada 81 TI POenIS cuncMly IO Sa Ns A A SE 82 FA SING EOCANONS vase st a A esa 83 75 Unattended callzand VNG MONRONUN lic A td AE 83 76 Real time Perormanco considerations tosca bas 84 Te MetreallimMe lVe pago ta A ode 84 Tas TAE WOD Paisa O ODO IS A Oe IO a 85 Td Calls Dela DIOCeSSed ansan eatin torn E ati eiii 85 FAO OCHS currently IOGOCO IN i538 nic oie thee ha aunt aebvaitued Ld aes O 86 SS A ge non bani osans dla cel cathe A O teens nant 86 7122 Enabling the realtime IVe Pages esti sv sis DS SA o 86 7 13 Help My Real time and Live pages display different results oooccoooccocccccnccoccccnnncnnccnnn nr eee eeeannnes 86 Sle feal timexagent pad ob o AA Gants Gein Gaeta eh Ga amee erin ts alan tseeouhee sake an 87 8 1 Using the agent s page to control advanced features cccccccc cece cece eee eee cnn nr rr rr 90 82 DelNESCIVICO agen TEMONING nd 90 8 3 Real time agent s page customizable buttons oooccccccccccnncccnnnnccnnn cnn nr rrr rr rr 91 8 4 Auto refreshing the agent s page Active Polling ooooocooooccccccccconnncccnnnccnnnncrrrnn rr rr rr 92 8 5 Gathering call information through agent side QA formS ooococccccc
22. Instead of updating properties in the web xml file it is possible to edit the tpf proprerties file by uncommenting the properties you need to change the one you will likely change are LICENZA_ARCHITETTURA and JDBC_URL The values defined in tpf properties basically override the servlet properties with the same name LETCENZAS ARCA TIERRAS de ae FSTART_TRANSACTION qm_start IDE C DRIVERS COM My sails jdbc Dir ver IBC EURES elos m a Lo celos es SMTP_HOST my host SMTP_AUTH true SMTP_USER xxxx SMTP_PASSWORD xxxxx When installing using yum the tpf properties file is automaticaly copied from the current version to the new one without the need to do this manually We anyway suggest that you make a backup of your existing configuration and database before upgrading just to be on the safe side If you use the tpf properties file you can safely ignore editing the web xml file 2 4 License expiration notification QueueMetrics will notify users on the Home Page when the license is about to expire this helps preventing downtime in case a license actually expires without renewal Installing QueueMetrics It is possible to turn off this additional notification by setting a configuration property 2 8 Setting session timeout The default session timeout value for QueueMetrics is 30 minutes This means that if the application is left idle for more than 30 minutes by a user the resources associated with the user session ar
23. Loway webmail Gf RT ata glance py QueueMetrics A Home Answered Ans DL Unans Linans Di Area AL Day Hr pow Agents 49 01 Outcomes i Mars i All All Reports New Blocks Ei Report Details l Atom c queue s considered wi All Queue 300 200 Cuibound 301 q 301 Mo El Pernod sian date October 15 2011 10 35 Period end date January 13 2012 10 35 p Total calls processed Td 64 555 ans 35 17 unas Search l Unanswered Hi H H Date Agent Caller Queue Disconnection Position Wait Pos Attempts Code Hay Stints Srv 10418 10 1215 201 Queue 300 Abadon 1 225 1 L 1 a E WOME 10 14 23 202 Queue 300 Abandon 1 aor 2 ts 1 a 1020 11 3815 John Doe 101 202 Outbound Wi Abandon 1 0 00 i 6 1 a 1020 12 00 36 lohn Dos 1011 202 Outbound iti Abandon 1 ooo 4 0 i Q 102 1402311 201 Queue 300 Abandon 1 033 1 1 1 a A402 14 31 57 John Doe 104 203 Outbound I Abandon 1 013 4 a 1 4 TAT 1154A 203 Queue 00 Abro 1 O15 1 a 1 a TT 113351 203 Queue 300 Abro 1 010 2 1 a DUT 11 5821 203 Queue 300 Abandon 1 025 i a 1 a iiri 1201 32 203 Queue 300 Abandon 1 O12 i a 1 q T 1200 201 Queue 300 Abandon 1 om 4 1 1 aut 107 13 40 32 203 Queue 300 Abandon 1 0 43 a 2 1 E Pl LT 13 57 06 203 Queue 300 Abandon 1 035 4 2 1 aq TUT 13 53 95 201 Queue 300 Abandon 1 Dia 4 1 1 Y 1201 163245 201 Queue 300 Abandon 1 7 4 1 1 Q 8 Expert as o 112 D wi Loway In the image above on the bottom right of the paginated list we can see a
24. Parameter ee MO OS re properly encoded for example with 20 for spaces The time period to use Composed by a single letter plus the number of days to report about tO today t1 yesterday d1 last 24hrs d2 last 48 hrs A single agent s name like Agent 123 that will be used a s a filter for the analysis Initial time expressed in the format yyyy MM dd HH mmiss e g 2006 01 03 12 00 00 Ending time expressed in the format yyyy MM dd HH mmiss e g 2006 02 04 03 00 00 reloads Always set to 1 if the session is to generate a reloadable page Do not use for general report extraction If you run a report a time interval must be specified i e you have to supply either a period or a t_from t_to couple In addition to the key ROBOT your user will need the key QUEUE _AN for reporting and REALTIME for realtime monitoring 18 1 Generate PDF and XLS reports and send them by e mail By using the ROBOT profile is possible to generate PDF and XLS reports and send them to a list of e mail recipients The report parameters like queue period report set and the list of recipients should have been already defined in the Report ExportConfiguration pages Section 21 13 Report ExportConfiguration pages To generate the PDF and XLS reports the ROBOT user should hold the USR_REPORTS_EXPORT key and all optional security keys assigned to each export job Reports are generated by downloading the fo
25. Payroll Code Sd Created by Last update Agent is a known member of the following queues Queue name Direction Level 00 All inbound Main Inbound inbound Main a DPS inbound Main QO Test inbound Main The Agent Queve can be from the Queue editor 21 5 Configuring locations The following configuration transaction lets you define locations for your agents To access this page a user must be holding the USR_LOCATION key 168 Editing QueueMetrics settings Home CfgUsers CfgQueues CigAgents CfgLocations Ci Outcomes CfigPauses Cir Qa Locations Filter Search Location t Description Hey H Agents Wain Main Location i e Ciber Secondary location 1 e Create New Each location has a short name a longer description and a visibility key so that only users holding that key may select that location as a source for reports Home CigUsers CfgQueues CfgAgents CfgLocations Cfg Outcomes CfgPauses C OA Edit location details Name Main Description Main Location Security key Created by Last update Number of agents belonging to this location 1 Save Back Mew A location cannot be deleted if at least one agent is defined for that location 21 6 Configuring call outcomes We define a call outcome as a flag to be added to a call either when the call is ongoing or when the call has just finished that will signal the result of the call from a business point of view Such a flag is optional for
26. Report Details See also DDOS DWO8 6 9 Historical reports Call distribution by day of week This report shows the weekly behaviour of your queues The longer the analysis period the more significant its results will be 6 9 1 DW01 Answered call distribution per day of week Answered call distribution per day of week Day Num Answered calls Avg Min Max Avg duration Monday 0 0 0 00 0 00 Tuesday 0 0 0 00 0 00 Wednesday 1 0 1 2 30 2 30 230 ee Thursday 791 99 955 TTT 0 59 0 20 230 PARRA Friday 0 0 0 00 0 00 Saturday 0 0 0 00 0 00 Sunday 0 0 0 00 0 00 Export as E The total numbers of call lengths for answered calls are plotted for each day of the week Default page Call distribution by day of week Shortcut code DWO1 XML RPC code CallDistrDO AnsDistrPerDOW Parameters See also OOO O O OSS 6 9 2 DW02 Answered call wait time per day of week Answered call wait time per day of week Day Num Answered calls Avg Min Max Avg wait Monday 0 0 0 00 0 00 Tuesday 0 0 0 00 0 00 Wednesday 1 0 1 0 10 0 10 Di0 ll Thursday 791 00 qu MIN 0 13 0 10 0 20 MN Friday 0 0 0 00 0 00 Saturday 0 0 0 00 0 00 Sunday 0 0 0 00 0 00 b Export as HE The total numbers of call wait time for answered calls are plotted for each day of the week Default page Call distribution by day of week Shortcut code DWO2 XML RPC code CallDistrDO AnsWaitPerDOW Parameters See alo O O OO O
27. Software release Loway QueueMetrics 1 7 1 0 B 3550 2011 05 26 09 36 Firefox client version 0 2 2 Install now Licenced to Demo 1 7 1 0 Install new license key Maximum licenced agents 2 5 1 Licence expires on 2012 05 24 show end user licence agreement o Install a new QueueMetrics key x da Copy and paste your new activation code here El al Li A Language pack W 2011 05 18 12 17 System time Java Time 2011 05 27 12 19 56 laa Tima Tana Errar Die Copy the activation code you received by e mail into the license box and press Install The system will restart in a few seconds you may see a blank page if you do just try and reload Log off an on again On the License page you should see the new key If you see any errors follow the manual installation procedure detailed below 2 7 2 Manual installation of a license key e Locate the file WEB INF web xml within the QM webapp e Edit the file with a text editor e Locate the section with the licence looking like Shit Param lt param name gt LICENZA_ARCHITETTURA lt param name gt GO ANG A Uae E E eet lt param value gt lt init param gt Insert your licence key within the param value tag all on one line exactly as it was sent to you Save the modified file Restart your servlet container Login to QM as usual using your browser Click on the Licence label to see your current licence 2 7 3 Making settings permanent when upgrading through yum
28. The displayed fields have the following meanings e Queue The name of the queue Inbound queues are marked with the symbol while outbound queues use the symbol e N agents how many agents are logged on to the system in total e Ready agents how many agents are ready to take calls i e are logged on and are not in conversation or on pause e On pause how many agents are currently on pause e Unk how many agents are currently in conversation but are not currently known as member of this queue e Bsy how many agents who are both members of the given queue and some other queue are currently busy because they are on call on the other queue e N Calls Waiting how many inbound calls are currently waiting in the selected queue Outbound queues never have any call waiting e On phone inbound how many agent are talking on the selected inbound queue e On phone outbound how many agents are talking on an outbound queue Please note that as agents are not linked to a specific queue save for the moment they are actually talking to a caller on the queue the agent information is computed for all agents on the Asterisk server and not for specific queues unless the Members option in the Agents dropdown is selected 7 2 Calls being processed A list of calls flowing through the selected queues is presented on the middle table If no call is present the table is displayed empty When a call is processed the following fields are shown Qu
29. it is of paramount importance that e The Asterisk database is kept on the same MySQL server as the QueueMetrics database e The user generally queuemetrics that Qm uses to connect to the database has read grants on Asterisk s database This can usually be obtained by issuing an SQL command like GRANT ALL PRIVILEGES ON asteriskdb queue_log oy TOR queviemeerres Gls IDENTIFIED BY yavaedude Please note that if the Asterisk Realtime QueueLog subsystem is used the gloader process is not needed anymore Also as the default Asterisk tables have no concept of partition a placeholder partition is used instead 19 7 1 Realtime on Asterisk 1 6 First you need to change the default queue_log_file key in the configuration properties file in order to have something like that default queue_log_file sql al6 This tells QueueMetrics to instantiate the proper Asterisk realtime analyzer and to read in this case the preset called a76 You need to add it to the configuration properties file as follow if it is not present sqlPreset al6 table asteriskdb queue_log sqlPreset al6 f_time_id time sqlPreset al6 use _timestamp true sqlPreset al6 f_call_id callid 156 Storing queue data on MySQL sqlPreset al6 f_queue queuename sqlPreset al6 f_agent agent sqlPreset al6 f_verb event sqlPreset al6 f_partition sqlPreset al6 f_datal data sqlPreset al6 f_data2 sqlPreset al6 f_data3 sqlPreset al6 f_data4 sqlPreset al6 f_data5
30. it is probably overkill to use MySQL storage because the extra complexity will not be matched by an extra performance advantage 19 2 Understanding MySQL storage The QM database storage engine was built with a need to adapt to existing MySQL schemas therefore the database storage option is very flexible It lets you e Define the names of each SQL field e Define the name of the SQL table used it must reside in the same database as the other QM tables e Define one or more table partitions The storage system makes no assumptions on the underlying field layout of the table used therefore you are free to define each field as you best see fit for your scenario To obtain these results the SQL settings are divided into presets and partitions A preset is a schema definition to be used i e the names of each field involved in database storage You can have a number of different presets e g to connect to different tables in the same database Presets are defined in the WEB INF configuration properties file The ntpdate command can be used on Linux to synchronize the system clock to an external timing source with a high degree of precision Usage in a daily cron script is highly recommended 153 Storing queue data on MySQL A sample preset can be seen here Ss le scr ancace Ds cocos nel o su Out Die mesos sqlPreset 1 table queue_log sqlPreset 1 _time_id time_id sqlbreser ll call id call id sqlPreset 1 f_queue queue
31. oe O O O o o O N 5 o l do D Jo ES O 9 o O O N po O mM O Q al Nm O D Q o 2 D c D D O a 5 o O O D o gt O 5 O o a D h O 3 e D JJ D D 3 D or the historical stats page AGAW This user can access AGAW facades for agents This user can access the AGAW administration This user can access the AGAW supervisor screen BRO_MSG MON_IM This user can send broadcast messages to agents j 172 gt Q E g 5 5 D dp D O o gt 09 fab 3 Q gt lt O Dy o e O o fab O O gt on ol CONFIG This user can start the auto configuration wizard attended and unattended mode APTA This user can edit custom agent groups This user is allowed to check the payroll page page J z 4 nl D Cc nia D olo D DD v olo o E Z oO oO D ala O e F ollo O olo ala D e 3 o gt lt o o DO JE 51 10 a alo D O mae log 5 olo lt a oO 3 0 Oo D D 5G 3 O longer they must hold QLOG_EDIT as well Edit QueueMetrics reports Edit PDF and XML export jobs cic Olo u u c gt gt OlO O O nio Z O O D C clcl cl ci cl cl c cl c On mi re gt gt in Q 0 gt gt gt eE O gt E mi 0 ALa alal aol aol aoln oa D d OO lt lt J gt gt Of fi u Ju rar m gt D D d d D D D D D D PIEL olol DIDI s oD Din m gt G a a IO A PLL LY LI LJ LL Di D I
32. s config xml under the lt VolpPlugin gt section solteros Una cues lt Silo de race les And restart OrkAudio Which version of Oreka do I need The minimal software you can use seems to be the commercial version Orecx TR This includes G729 Codec and Live Monitoring Video playback Orecx is able to capture and store along with the audio recording of the call a screen capture of the agent s workstation while the call was made The importance of such a feature is obvious If a video recording is present for a given call then the audio file will be followed by the string vid to show that it s a joint audio and video recording In order to play it back QM will not stream it through a browser but will open up the VNC player that ships with OrkWeb therefore you must configure the oreka web property The applet is not used in case of audio only recordings 201 Listening to calls using Pluggable Modules PM 22 1 5 Advanced Oreka support OrekaEncrypted Full Java Path it loway app queuemetrics callListen listeners OrekaEntrypted Properties used oreka jabcUrl points to the server where the OrekaWeb database is stored Firewalls and MySQL user setup must allow a JDBC connection coming from the QueueMetrics server oreka sipHeader is the name of the tag to be tracked in the Oreka system If missing it s X Unique ID oreka web is the URL of an OrekaWeb application QM uses Oreka s applets for video playbac
33. sqlPreset al6 f_incr id This defines the table structure and name QueueMetrics will expect to find and must match the Asterisk realtime database definition The table entry is made up of the name of the Asterisk database followed by a dot followed by the name of the queue_log 13 table nate Optimizing access performance Thought the basic table definition will work out of the box QueueMetrics relies heavily on database access in order to produce any output It is therefore important to issue the following statements on the Asterisk database so that its table is ready for QueueMetrics ALTER TABLE queue_log CHANGE COLUMN time time INT 10 NOT NULL DEFAULT 0 ALTER TABLE queue_log ADD INDEX ogm main time queuename ALTER TABLE queue_log ADD INDEX gqm_hotdesk event time The first statement makes sure that the time column be numeric and the other two add QM s main access indexes And what about the old access format Versions of QM before 1 7 2 used to have the format astr to access the ARA database This is still present but we do not encourage using it anymore 19 7 2 Realtime on Asterisk 1 8 First you need to change the default queue_log_file key in the configuration properties file in order to have something like that default queue_log_file sql al8 This tells QueueMetrics to instantiate the proper Asterisk realtime analyzer and to read in this case the preset called a78 You n
34. 161559 0349 456625 1 15 16 10 D249 Wke Boo 2421671 16 16 33 102 0218 54164 11725 1032 gi q O OPS queue ops O Test queve tesi February 19 2008 00 00 February 19 2008 23 59 0 0 a a 100 0 unara Fatur Queue Disconnection Position ql Abendon ql Abandon 2 Abandon D ql Abandon o ql Unensaares yal amp Y The following data are shown Optionally other information could be shown Date and time of the lost call Cuicarmes Wait 0 10 Pos Showing call details Demo Admin Administrator gt 0 F a QueueMetrics call center monitor AII Attempts Code Key Stins Srv o 1 l o 1 1 1 The Agent that placed the call if it s outbound or blank if inbound Caller ID Queue that handled the call Disconnection cause Position at disconnection if available Waiting time before disconnection if available The initial position of the call when it joined the queue if available The number of Agent attempts made before disconnection The call code if entered this might be added automatically e g by outbound diallers marking unsuccessful attempts as Unanswered versus fax or voicemail The key pressed on disconnection if any The number of stints this call has The server that handled the call e The asterisk unique ID associated to each call e An icon that opens a new web page with an URL user customizable useful for proprietary CRM i
35. 208 210 3 60 m 3 35 2 51 2113 453 Accounls 1 20 T 3 49 3 40 3 49 q Saks 2 05 m 3 10 1 15 D 50 220 Export as gt This graph shows the distribution of IVR selections available in the calls processed We can also see the IVR duration values which is related to the time that the call was within the IVR before entering the queue This must be tracked manually in Asterisk See Configuring Asterisk for QueueMetrics below Default page Answered calls Shortcut code OK11 XML RPC code OkDO IvrOk Panes ETT EE 40 Report Details 6 1 12 OK12 DNIS used DNIS used DNIS N Calls Untracked 811 100 0 A Export as Bf lt gt This graph shows the distribution of DNIS lines available in the calls processed This must be tracked manually in Asterisk See Configuring Asterisk for QueueMetrics below Default page Answered calls Shortcut code OK12 XML RPC code OkDO DnisOk Paanees ETC 6 1 13 OK13 Music On Hold by Agent Music on Hold by Agent Agent Total Events per Total El Events Call _ Duration 2 John Doe 101 4 2 0 0 53 amp Bob smith 102 2 20 0 25 b Export as E Average _ Duration 0 13 0 12 This 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 MOH events This must be tracked manually in Asterisk See Configuring Asterisk for Queu
36. 3 d d to allow extensions like 3XX default lockedAgentPopupCode If true the agent cannot change their code in the login logoff pause pop ups Defaults to false realtime useActivePolling Whether to have the client poll the server behind the scenes and reload the page when a call is detected See Section 8 4 Auto refreshing the agent s page Active Polling realtime ajaxPollingDelay The interval between each successive client poll The expected delay for calls is one half of this value realtime all_includes_current_logins If true when logging off from ALL queues any queue the agent is currently logged on will be disconnected Default false realtime agent_background_url Default background web page for the realtime agent page Normally used if no CRM and other background are used If empty the standard QueueMetrics background applies realtime agent_web1_url An URL used as first backgound in the Realtime Agent page The key could be populated with an URL where some tokens will be expanded by the QM engine Valid tokens are A expanded with agent code See also default crmapp and default crmlabel 239 System preferences Property name realtime agent_web1_ label If present used by the Realtime Agent page to identify this specific background on the dropdown menu realtime agent_web2_url An URL used as second backgound in the Realtime Agent page The key could be populated with an URL where some
37. 3 7 e Percentages e g gt 10 While percentages for the Queue part translate to the corresponding ratio e g 10 means 0 1 in the Agent part they are anchored to the Queue metrics that is if number of calls is at a given moment 1000 and there is an agent alarm at lt 1 if the number of calls taken by that agent are less than 1 of the queue the alarm will be triggered If you need to express a fixed percentage in the Agent part use the corresponding ratio as in the Qualified Conversion example above 21 4 Configuring agents Agents should be configured so that they e are decoded to their own name when they are found in reports e can be set as members of service levels for queues e can be assigned an optional Location that can also be used as a filter condition e can be assigned an optional User Group that can also be used as a filter condition e Can be assigned to a Supervisor e can have a VNC URL defined e can have a Current Teminal defined 166 Editing QueueMetrics settings Home CfgUsers Cf gQueues CfgAgents CfgLocations C Outcomes CfgPauses Cig QA Known Agents Configuration Filter Search Agent code 1 Description Location Term Mon Supervisor AgentH 01 John Doe 10 kiain damotupermicor e Aget Mike Boo 102 Otha 12 3 Lreate New When editing an agent the following screenshot appears Home Ciglizers Cig Queves Cig Agents l Cig Locallongs Cig Outcomes CipPauses Cig GA
38. ALTER TABLE queue_log ADD INDEX gm_main time queuename ALTER TABLE queue_log ADD INDEX qm_hotdesk event time The first statement makes sure that there is an order preserving index on the table so that lines that have been inserted in the same second still hold the original sequence when read The second set of statements drops indexes that are not needed by QueueMetrics and the third set creates indexes that are needed for efficient data retrieval in QM You will also need to change the property sq Ernesetrea llo ie 501 So that the order preserving index is used by QM 158 Chapter 20 Monitoring clusters with QueueMetrics QueueMetrics is able to monitor clusters of Asterisk servers in order to monitor large call centres that are soread over a number of physical machines This setting is often used for large deployments as it leads to a number of advantages e The overall call center is safer as the failure of one single Asterisk box leads to a down of only part of the call center an not its entirety e The call center can easily grow to hundreds of seats simply by adding more Asterisk servers without special optimizations or weird configurations e There is less risk of a deadlock on one single Asterisk instance as the load on each box is kept low enough not to be a problem In order to implement this QueueMetrics has been extended to support the notion of cluster that is a set of Asterisk server
39. Atomic queue s considered 00 All Period start date June 22 2007 0 00 Period end date June 22 2007 23 59 Total calls processed 1 702 76 0 ans 26 0 unans Answered calls Calls fully within the given time All calls interwal PL calls answered by operators Laie N calls answered by operators 1 276 Average cal length 6005 Average call length 6005 Bin cmi kehih 0 30 Mins call bergh 0 30 Mt call length 330 Bii call hangiho 230 Total call lengh 11 3H Total call length 13H Average call wraiing time 1338 Average cal wading time 133s bein mating tare MAN bins waiting tire 0 10 Blas makia Hime 030 Petai mimitina irre 0030 Total waiting time 47H Total waking time 47H Agents on queue Agent N Calls a John Dos 104 73 16 7 MU Mike Boo 1031 425 33 A SSS agent 03 73 167 O bExportas E 7 0 On top of the page you can see a multi tab menu by clicking on it you can select which part of the report you are going to see To go back to the home page click on the Home tab You can also see all the analyses at once by clicking on the All label this is mostly useful when printing the results to paper 4 2 Agent report If the user has the appropriate grants s he can restrict the analysis to a single agent This way one can see exactly what one agent did To use this feature select the agent you want to filter by and click on the desired time period in the Agent report section of the Home Page If you are running
40. Calls Untracked 292 100 0 b Export as This graph shows the distribution of DNIS lines for all calls taken and lost available in the report Shortcut code UN16 XML RPC code KoDO DnisOkKo Paramaters See ao OOOO S 50 Report Details 6 3 17 UN17 Call Overview Call Overview Queue Calls Calls Calls lost Average call Totalcall Average call Total offered answered length length waiting time waiting time Total B 5 a 0 16 0 0 0 11 0 0 q 4 2 E 0 10 0 0 0011 0 0 My_ ql 4 3 1 0 20 0 0 0 12 0 0 Export as lt gt The answered calls section deals with calls that were correctly handled by agents For each queue included in the report the following data will be shown Calls offered total number of calls in the period to hit that queue Calls answered total number of answered calls Lost calls total number of calls that have not been answered Average call length it computed only on the talk time of answered calls expressed as MM SS Total call length the total cumulate speak time for each queue expressed as decimalized hours Average wait Q the average wait time for both answered and lost calls Total wait Q total cumulate wait time for answered and unanswered calls expressed as decimalized hours In the first line there is a Total line that sums up the values shown in previous lines The following lines are sorted according to the number of offered calls Available since
41. D No messages If you ever need to remove the AGAW extension you can simply select the Chrome settings icon and choose Tools Extensions here you can click on the Remove button next to the extension name Confirm the extension removal 11 5 1 AGAW Client usage AGAW Client usage depends on the agent being able to login to QueueMetrics using the Agent s page and hold the AGAW key If the AGAW web server processes crash the client will become blank and it can be restarted by toggling the sidebar off and on again The client can be set up to require a manual authentication or to provide it by default by entering or not entering the defaults in the Setup Popup Once the agent logs in he gets a display that shows the current situation On the top of the section the current name of the agent is displayed as well as the system time when the page was last updated Other agent information is shown e g the current agent status the Asterisk code the current location and supervisor if any Also a list of queues is displayed where e The agent is a known member or e The agent has data for it 117 The Agent Awareness subsystem AGAW For each queue a different set of parameters can be displayed The only common parameter is the current number of waiting calls that is always displayed Each parameter can be shown at the agent level or at the queue level or both Each parameter can have its own alarm threshold this is definable
42. Export as E lt The Tracked calls per agent report shows e The total number of calls that were tracked for each agent e The average score for each agent e The total number of items that fall into Exceeds expectations Meets expectations Improvement required and Issue for each agent As you can see the names of each agent are clickable in order to obtain a detail of calls by agent All statistics that are computed per agent are then recomputed per queue and per agent group The Analysts tracking calls reports shows how many calls each supervisor graded and what was the average score that this supervisor gave Then for each Section defined in the QA form you will get the average scores for each item plus an average of all average scores in order to point out problems If an item is shown in red it means that such item has been assigned a zero weight value If an item is shown in gray it means that such item has been set as non scoreable item For further information on configuring items within the form refer to the paragraph xref Configuring QA items All columns can be sorted by clicking on the item name and all data can be downloaded in Excel CSV or XML format In order to have a better understanding of what is going on you can click on an agent s name and get the details as below 131 Quality Assessment in QueueMetrics Demo Admin Administrator D PS Your Logo QueueMetrics call center monitor Home
43. Number of calls Qualified Conversion etc that are obviously associated to a set of calls and make no sense in relation to a single 21 10 2 Setting targets For each possible target within the rule set you can e Enable or Disable a specific target rule e Insert an algebraic expression defining the rule for the yellow theshold e Specify a score that the engine will assign to the target when matching the yellow expression e Insert an algebraic expression defining the rule for the red level e Specify a score that the engine will assign to the target when matching the red expression The algebraic expressions that can be used to define a threshold are e simple mathematical expressions formed by an operator in the set of lt gt gt and a value e X lt lt Y defines the internal interval between the values X and Y excluded e X Y defines the internal interval between the values X and Y included e X gt gt Y defines the external interval outside the values X and Y excluded e X 3 Y defines the external interval outside the values X and Y included Valid examples are e lt 10 is triggered by a number lower than 10 e gt 40 is triggered by a number greater or equalling 40 e 40 lt lt 80 is triggered by a number between 40 and 80 For not averaged rules the user can access a wizard that simplifies definition of interval based rules 21 11 Dataset based agent perform
44. O O gt m m m y yin gt Z m 4 0 gt o z vuio rcio gt 0 m m E m CICO yl gt QO U gt lt WM c O z zZ O gt lt O E JO cl Q z 8 9 83 G 2 mal 8 El8 812 ssl S 2 5 el e 3 8 g si als a 212 NE D im P im A aa O16 lt S m 6 a mo o w 5 a 5 z o x 7 Z e O 2 m 228 Security keys E USR_REPORTS_EXPORT lt This user is allowed to export whole reports in PDF User can see edit tasks he sent and he received TASKS_VIEWALL User can see all tasks present in the database Audio export Creates and closes batches Audio export This user can add calls to an open BATCH_VIEW Audio export This user can see batches oO pe D gt o o 3 x lt 0 Audio export This user can remove calls from a QA PERF TRACK QA PERF RULES Can run Agent Performance Tracking Can define rulesets for Agent Performance Tracking Access to Grader calibration reports User can see their tasks User can access the tab showing Task Statistics TASKS_VIEWALL User can see other people s tasks User can view the system s audit log User can install a new QueueMetrics activation key Allows access to the Grader s page and related statistics o e O a gt Allows direct access to the call list skipping the Reports page Grants access to a partial set of statistics and features such as the Remote Monitoring page The VISITORS class holds this key plus USER MO
45. Operation type Operation result Agenvanns Giuseppe Agent Add Ok Agentia Andrea Agent Acid Ok AgenvisBar Teresa Agent Acid Ok Agenaier Teresa User Agg Ok TechnicalSupport Queue Update Ok Stiles Dep Queue Update Ok Loway Lowey Research 21 19 Configuring system preferences System preferences can be edited by editing a text file called configuration properties located in the WEB INF directory of the QM webapp The absolute path on your system can be found by looking at the System path property on the Licence page A complete list of preferences can be found in the chapter Appendix D System preferences Once a preferences value is changed it is enough for the user to log off and log on again restarting the servlet container is not needed You can check the current set of system preferences from the Section 21 21 Using the DoTest Diagnostic Tools page 21 20 Installing the AGAW runner Once your copy of QueueMetrics is correctly installed the Queue Runner can be run using a script that is available as WEB INF mysq l utils agaw runner agaw runner sh under the QM directory This file must be edited to set its running parameters that are 192 Editing QueueMetrics settings JAVA usr local queuemetrics java bin java Path to the java virtual machine Please point to a SUN JDK version 1 4 or newer The default path points to the default JDK that comes with the automatic QueueMetrics installation VMOPTS server X
46. QA Quality Assessment Detail for agent 101 PExportas E 20 Date Queve Caller Sue PEST Dale Average Exc Meet impr issue Comment oan Des 37 emmin gng 674 7 4 2 2 This iz a EN iritis 170014 comment oon o DPS a7 dereacnienia 0513 en gt 1 5 4 i 17 30 47 170352 0651 a DPS 7 demok A3 205 4 4 7 a Thiz dz another lie TE Oa 1 0057 fest OWN 2 DPS 7 cercar Ag an 3 6 2 4 set 134111 10703 ae ors 3 diemoscdmin na EF 4 4 4 3 Ba 134139 17 07 54 H Export as BE 00 Back This shows the details of all calls stored the number of items for each call that fall into each grading category the average rating for each call and the comment By clicking on the form icon EA on the right you can access the QA form that was graded for this calls so you can access individual scores and listen to audio recordings that are related to this form 12 7 The QA Summary report The Show Summary button shows a report like 132 Quality Assessment in QueueMetrics call center monitor vere B Demo Admin Administrator E a Ga O Your Logo QueueMetrics a a al i Home QA QA Summary eport Details Report Detail Level Range Fitter by Qualty Assurance Issue 0 25 FJ Selected queue OO Ali Start period November 28 2012 15 34 Reg Impr 26 50 El End period February 26 2013 15 31 UIT ERE Meets exp 51 75 El Created by Demo dmin February 26 2013 16 01 Exceeds exp 76 100 El H A
47. The Agent Awareness subsystem AGAW came oi E x John Doe 101 124737 Y i L P i E are ee 3 our 1090 QueueMetric Status Logged of rr 7 call center monitor Opan task 3 Inbound 0 calls Q DPS Chat 0 calls ACL 2 00 Q 0 00 WA OQ C o Software release Loway QueueMetrics 12 2 8 B 3955 2012 04 13 12 13 Firefox client version 0 2 6 Install now Firefox Chrome URL ENa ae 1040 quevama am ogaw tarado ajuar de Chent setup Licenced ta LOWAY CIA Maximum licenced agents 99999 5 5 Licence expires on 2012 05 02 Show end user licence agreement 0 3 Linux Ver 2 6 18 238 12 1 e15 1306 Version 1 6 0_22 Vendor Sun Microsystems Inc Class Version 50 0 Java Home lusrlocallquevemetrics jdk1 6 0 22 jre Operating System Java Runtime System path fusnlocal queuemetrics tomcatwebapps quevemetrics VWVEB INF Storage type Flat file Loway TPF Version SRevision 1 90 J 190 P B 16 Language pack Vi2012 04 12 12 35 QugueMetrics sam You should enter the following information e Server URL http myserver 8080 queuemetrics qm_agaw_facade_ajax do take from the Licence page e Username the agent code or leave blank e Password the agent s QM password or leave blank 11 5 Installing with Chrome AGAW can be installed in Chrome by browsing the Licence page of QueueMetrics and clicking on the Chrome link O Your Logo nome Demo Admin Administrator LIES
48. Total wait time before disconnection Average initial position Coverage Average queue position at disconnection Min queue position at disconnection Max queue position at disconnection P Export as BE gt 296 10 08 0 10 0 10 0 8 H 1 0 100 0 1 0 The unanswered completed calls section deals with calls that were lost This is similar to what s reported on previous panel but may exclude calls that were started before or terminated after the given time frame 44 Report Details Shortcut code UNO2 XML RPC code KoDO ReportKoFully Parameters See algo UD 6 3 3 UNO3 Disconnection causes Disconnection causes Exit with Unanswered Caller aba 7 Cause N Calls Caller abandon 246 19 9 A Exit with key press 246 49 90 Unanswered yet 1 0 2 bFynort as Bf 4 This report shows the relative magnitude of disconnection causes that are e The caller hung up or e The queue timed out and discharged the caller if this feature is enabled by the queue configuration see Chapter 24 Configuring Asterisk for QueueMetrics or e The caller exited the queue by pressing a key if this feature is enabled by the queue configuration Shortcut code UNO3 XML RPC code KoDO DiscCauses See also 6 3 4 UNO4 Unanswered calls by queue Unanswered calls by queue m ir Queue N Calls ae Export as p If more than one queue is in use for the report this graph shows the re
49. User Panel Module Administration Repositories Basic Extended Unsupported Check Online Manage local modules You can upload a tar gzip file containing a FreePBX module from your local system If a mod C Users marcos Deskt Sfoglia_ Upload You will find the module in the modules administration page 103 Tracking IVR data E Admin Applications Connectivity Reports y Settings User Panel Module Administration Basic Extended Unsupported commercial Manage local modules Upload modules Repositories Check Online Module uploaded successfully You need to enable the module using local module administration to make it available Click on it then select the Install option Click on Process at the bottom of the page Print Extensions 2 11 0 0 Bandwic System Dashboard 2 10 0 3 FreePB Weak Password Detection 2 10 0 1 Schmoo Settings Asterisk API 2 10 0 2 FreePB Asterisk lAX Settings 2 10 0 3 Bandwic Asterisk SIP Settings 2 11 0 1 schmoo Camp On 2 10 0 2 FreePB Extension Settings 2 10 02 Mikael C Fax Configuration 2 10 0 6 Schmoo Music on Hold 2 11 01 FreePB PHPAGI Config 2 10 0 1 FreePB PIN Sets 2 10 0 2 FreePB QueueMetrics Schmoo Action No Action Description Y aN Route Congestion Messages 2 10 0 1 Bandwic Then confirm Pi visitati Mb Come iniziare Ultime notizie 5 Le promozioni HP 2
50. Yes No Loway Loway Research If you click to the Next button you ll be redirected to the page above reported This page will display a summary of the QueueMetrics database updates that have been scheduled to be performed Clicking on the Yes button the scheduled actions will be run and you will be redirected to the last page where a table listing the related operations results will be presented Clicking on No button instead you ll be forwarded back to the first wizard step r Demo Admin Administrator Y O F 3 Your Logo QueueMetrics Home call center monitor Source gt Agents gt Users gt Queues gt Summary Ready Below is the list of completed operations and their result status Click on Next button to go back to main QueveMetncs page ld Full name Type Server Operation type Operation result Agents003 Ernesto Agent Update Ok Agent Sits Emesto User Add Ok Agent 5005 Giuseppe Agent Update Ok Sgent 5005 Giuseppe User Update Ok Agent 5006 Antonio Agent Update Ok Agent Stig Antonio User Update Ok Agent Siaz Andres Agent Update Ok Agent Sia Andrea User Update Ok TechnicalSupport Queue Add k Sales Dep Queue dd Ok Next gt Loway The QueueMetrics database is now updated with the information found in the selected sources You can go back to the home page clicking on Next button 21 18 Unattended QueueMetrics configuration and update QueueMetrics could be updated and configured by means of external
51. a 5 a 14 12 14 54 33 205 Queue 300 0 00 a E 11112 16 12 27 205 Queue 300 0 00 a E 1112 16 18 36 205 Outbound 301 0 00 a E 1118 17 31 02 205 Quewe 300 0 00 a w 11M8 17 36 35 205 Queve 300 0 00 0 03 116 1 Agent John Doe 101 1 sale a 1108 17 42 52 205 Queue 300 0 00 00 025 1 Agent John Doe 1044 1 Q nd For each answered call the following information is shown e Date and time for the call e The Caller ID if available the Caller ID format may differ according to your local Telco in some countries it include the full name of the caller in others it might be a number and in others it may be unavailable at all e The queue that handled the call e The total waiting time before the agent was connected e The duration of the call talking to an agent e The initial position of the call e The cause of disconnection e Which agent or terminal handled the call e How many agent attempts were made before this call was answered e The call completion code your agents entered e How many stints make up this call e The server that handled this call in the case of clusters Optionally other information could be shown e The asterisk unique ID associated to each call e An icon that opens a new web page with an URL user customizable useful for proprietary CRM integrations To enable these two columns the keys default crmapp and default showAstClid have to be correctly set Please read Section 21 19 Configuring system prefe
52. activities Activity N Times Tot Time Avg Min Max FExpor as 5 Non billable activities Activity H Times Tot Time Avg Min Max x 0 1119 12 35 40 0035 0 30 100 pph e 31 4 1930 0 30 0 30 ai 7 MI PF Export ag 2 9 o Detailed agent report Agen name Avail Bili HonB Sales Oc Cont SPH OCPH CPH COHV OCONW Wike Boo i 102 451258 100 0 6009 0 0 0 00 50 0 0 a 0 0 60 0 0 A 404747 100 05 a 10 43550 114 p 0 p 0 0 Oo 0 0 Jena Dee 107 3504 30 100 05 misa 0 0 51900 26 1 i D 6 0 0 0 0 A 1 d 12 37 19 100 04 ea 6 0 16540 BIN 6 0 0 6 0 Esport as 0 The Detailed Agent Report will show for each agent e The Available ACD time as an absolute value and a percentage of its total time logged on e The Billable time as an absolute value and a percentage of its total time logged on e The Non Billable time as an absolute value and a percentage of its total time logged on Running a report e The number of Sales And Contacts the agent had if a sale is counted a s both a Sale and a Contact it s counted only once as a Sale e The Sales per Hour SPH and Contacts per Hour CPH ratios for this agent e The Conversion ratio that is the percentage of sales over the total number of sales and contacts 4 12 1 How are Call Outcomes calculated The idea is that a call can be a Contact or a specialized contact that is a Qualified Contact or a specialized Qualified Contact that is a Sale
53. ae deesc sec ddes dect tse dees anc 153 195 Whi SnOUIC USE MYSQL Storage l tecctninctopeaaadisus ate irlanda ties tarde nied ues aae Mae anche ideas 153 19 2 Understanding MYSQL SIOTAgO iin2nc tsectistaneiaederpectaediinad elasticidad ardiente ys 153 1933 Uploading data to MYSQL arcaica atacadas cid dades 154 19 4 Loading data M QUeueMetEs ciu acaso price diera bane eee died wed Pemebeeddieaaned meee peed dad ad Pama bee aii cael Bees 155 19 5 Checking MySQL database Salus siii cidcid diria diia a idea 155 19 85 Optmizing Me queste 10 table salcie i266 ted nte dete nant dend din nied then aapedied anda pees din iii ea 156 19 7 Using the Asterisk Realtime QueueLog subsystem ccc cece cece eee e eee n eee e eee eee eeeeeennne eee eeeeeeeseeenannnenegs 156 Monitora clusters Wilh QUCUGMICIICS 14 tabs tccaconiasetgies dan heaed nine cda iri aia li dro 159 20 1 Setting Upa CIUSICN 2226 iisadedas pakra iadaa a darias ride Pees dae darias 159 20 2 Setting up the Members Of The ClUSTO 2 sce catces et age dida bol diia tt Sled encathet aat Eiei apor 160 20 3 Setting up QueueMetrics to access the cluster 2 cece eee 160 20 4 Using the Agent s page with a clustered environment ccc cece cece eee eee eens 160 EGiting OUCHICMEINCS SCUINGS wsze aCi ane ateensaed ded a a lalalala ita 161 215 SCOMMGUMNG USCIS acciteniaricda a di is ii is dina is 161 2 lees Edita UsercassoS curada iaa en aa e a daa diia
54. all agents in the current analysis e The Agent column contains the decoded name level and current group of the agent if defined expressed as an icon like elsewhere in QM By clicking on the agent name it is possible to open a popup with the session details for that agent e Total session time is the sum of the duration of all sessions in the current analysis from start to end Pause Billable is the total time on Billable pauses for all sessions considered e Pause Non Billable is the total time on Non Billable pauses for all sessions considered e Total pause time is the sum of all pauses for all sessions considered Total talk time is the sum of all time that the specified agent spent in conversation during the sessions considered Occupancy is computed as Talk time Total session T Y Total Pause and expressed as a percentage as per the numeric examples show in the table above In the latest release a new column has been added Paused Conversation which is subtracted from the total pauses time this way Occupancy will never be able to be over 100 The first line is labeled All agents and is computed according to the following rules e Total session time Pause billable Pause non billable Pause wrap Total pause Total talk time are computed as sums of the rest of data in each column e Occupancy is computed as Sum talk time Sum Total session Y Sum Total Pause Available since 1 6 2 4 Default page Agents a
55. as a queue composition will match any atomic queue on the system e 2 stands for a single character e g open will stand for openi and openg but not for open99 You can group together a number of question marks to match multi character sequences of known length e g open will match open99 21 3 3 Configuring queues to be processed by the AGAW Runner The AGAW Runner will use the following rules to decide which queues and agents to process e All queues that are simple i e not composite are taken into consideration for processing by the runner All queues that have the AGAW runner enabled will be actually processed you must enable that manually in the queue config page e All agents that are linked to a queue are processed for that queue even if there is no data for them plus any unknown agent that is detected working on a queue is processed for that queue In order for a queue to be processed by the runner and show visible metrics to the user e The Will AGAW be run must be set to yes e The ltems defined must be gt 0 or the agent will see no metrics e The AGAW enabled should be Yes e The AGAW look back period can be left blank default This is the size of the look back period the AGAW runner uses The set of metrics that is enabled and their alarms is defined in the AGAW queue configuration screen click on the AGAW alarms button 165 Editing QueueMetrics settings cua Lora CaueMstric
56. assigned agent 152 Chapter 19 Storing queue data on MySQL QueueMetrics lets you store the queue_log data on a MySQL table and is able to produce the very same analyses including real time analyses from data stored on a database This scenario is mostly useful for large call centres where the queue_log data starts to be quite large and the main Asterisk server is quite busy handling its own traffic In this case it would be a better solution to have QM run on a separate server so that even if it has to run a huge analysis the main Asterisk server will not be slowed down QM lets you have a deployment scenario like the following one an Agents In this case we see that we are using two separate servers one for the database and one for the QueueMetrics server itself It is possible to use the same server for both the database and QM or to consolidate the database on an existing database server and QM on an existing servlet container It is very important that all the servers share the same system time this way real time events will be shown in an exact way i 19 1 Who should use MySQL storage MySQL storage is useful in the following scenarios e Large call centres with a very busy or mission critical Asterisk server e Large QM reports run very often A large number of agents reloading QM agents pages e Clustered call centres monitored by a single QueueMetrics instance In smaller environments up to 10 agents
57. been answered yet will be counted as Ongoing unanswered though it may well be answered in the nearest future by one of your agents In any case if you need to see calls in progress or whether an agent is logged in you should rely on the Real time panels and not on the reports TIP The number of decimals is usually set to 1 but can be changed to 2 via the property default decimalDigits 1 4 5 Exporting data from reports It is possible to export data in Microsoft Excel Comma Separated Values CSV or XML right from most QueueMetrics panels Agents on queue Agent H Calls are John Doe 1011 HS 16 7 C agentii 00 215 157 e F Export as th By clicking on the Excel CSV or XML icons below each report it is possible to save exactly the same report as seen on screen and then edit it using your favourite number crunching software You must be logged in to download the reports as you see them on screen Users holding the key USR_ REPORTS EXPORT could export the whole analysis to a PDF or XLS files by mean of the two buttons located on the report header as shown below TA oe Demo Admin Administrator J 7O DO G E Your Logo QueueMetrics call center monitor Home Answered Ans Dt Unans Unans Dt Area At Day Hr DOW AAA e Report Details Atomic quxue s considered 00 All Period start date December 04 2012 11 15 Period end date March 04 2013 11 15 Total calls processed 25 unans 52 0 ans 4
58. calls Shortcut code OK08 XML RPC code OkDO AnsweredcallsByDirection Parameters See also O O O o 6 1 9 OK09 Answered calls by stints Answered calls by stints Number of stints N Calls 4 811 100 5 N b Export as BE 39 Report Details This graph counts the distribution of multi stint calls on selected queues If multi stint mode is not enable all calls will have only one stint Default page Answered calls Shortcut code OK09 XML RPC code OkDO StintsOk O OP ses Cd 6 1 10 OK10 Queue position Queue position Position at enter N Calls mn Untracked 811 400 0 AAA b Export as E lt gt This graph shows the initial queue position that the calls had when they joined the queue For example a queue position of 1 means that a Call was first in line of 5 means that a call had four other calls in line before being answered As the logging of queue positions is a bit inconsistent some calls might be missing it Untracked Default page Answered calls Shortcut code OK10 XML RPC code OkDO QPosOk Parameters CI o 6 1 11 OK11 IVR selection IVR selection 216 205 Halo Zoo Vos 216 Accouna Unirached E IVR H Calls p Total Duration Average Min Duration Max Duration ia al Duration Uniracked 9 160 AAA 200 1 2 0 A 4 39 4 39 4 39 439 205 z 30 Y BT 3 13 1 50 437 206 1 20 A 1 36 1 36 136 136 207 1 205 9 1 48 1 45 146 148 209 1 20 T 2 08 2 08 23086
59. calls by stints Number of stints N Calls ee 4 1716 a7 At a el 2 43 24 3 3 02 Export as A o All calls by stints Number of stints N Calls HE 3 15143 e a PR 2 167 11 3 6 oo bExport as E Details of multi stints calls are displayed in the call details pop up in a separate tab See Chapter 5 Showing call details 146 Chapter 16 The visitor s page If you run a call center it is sometimes desirable to offer some strangers access to the system in order to demonstrate the quality of the work you are doing Of course you do not want them to access directly the full reports pages but still you want them to be able to get a hold of the current activity and optionally to monitor your agents directly listening to the conversation or having a look at the agent s screen This feature may be handy for example if your call center handles inbound queues for third party clients If you let your users access the QueueMetrics server they will be able to see your work in real time Or maybe you want the marketing department to check the quality of your work without giving them a fully featured report that may be hard to understand for a complete stranger To solve this problem QueueMetrics implements the VISITOR profile when a visitor logs on they see a web page like the following one e Loway QueueMetrics version 1 2 0 b1 Opera File Edt View Bookmarks Feeds Mail Ghat Tools Help l Samp
60. can create a different form with the same set of items The form editor looks like the following page 172 Editing QueueMetrics settings Home CigUsers CfgQueves CigAgents CigAgentGroups CigLocations Cfg Outcomes Clg Pauses Clg GA Cig Pert Trk Rules Cig Reports QA Forms Editor Form name Quality Assurance Security key for input Secunty key for reports Queue visibility Farm locked No x MN calls graded 10 Section names Section 1 Engagement i i O C C 556 COU ENE TON CLE HOL DEE LIS CLO Section 2 Resolution 255 REL HEL PAO TiM Section 3 Business needs 0855 Section 4 Ha items Section 5 INN Ho items Section 6 Ho items Section T Ho items Section 8 HN Ne iteris Section 9 OF Ho items Section 10 No items Call Grading Maximum value for Issue Issue j les Maximum value for Req Impr l i Impr lso Maximum value for Meets exp S SA i Meet y Fs Maximum value for Exceeds exp Exc I 100 Created by 15 03 2008 15 22 Last update demoadmin 26 02 2013 15 30 Save Back New Clone Edit Sections Delete You can enter e The form name The security key required in addition to the basic one to grade calls using this form The security key required in addition to the basic one to run reports on this form e Whether the form all
61. content of your analysis and the exact brand and version of Java virtual machine that you are running you should expect to be possible to track circa 80 000 calls and 40 000 agent events with a standard 64 megabyte Sun Java VM and Tomcat running You can of course start your servlet container with more memory in order to allow more room for larger analyses The standard way in Tomcat is to pass additional Java parameters is to store them in the environment variable JAVA_OPTS before starting Tomcat Typing JAVA _ OPTS Xms256M Xmx5b12M server export JAVATORTS And then starting Tomcat will start up a Java virtual machine that has 256 megabytes of available memory and can use up to 512 megabytes and runs in server mode Consider that this memory is shared between all QueueMetrics users and all Java web apps so the more the better Consider also that Java will never return this memory to the system free memory pool even when it stops using it The only way to have this memory returned to the system memory pool is to stop the Java VM and restart it Therefore its a good idea to perform a scheduled restart of the servlet container to avoid possible memory leaks and to reclaim now unused memory to the main pool Installing QueueMetrics As a last note the memory footprint of a Java VM may be quite larger than the memory you give it as Java heap space as it will need RAM space for the VM itself and all its required libraries Overheads
62. current MySQL storage data with search ability For further details see the complete description Section 21 21 Using the DbTest Diagnostic Tools of the DBTEST module As this page lets you acces the inner configuration of QueueMetrics it should be turned off on publicly accessed systems This can be obtained by setting a configuration parameter as detailed on the DBTEST page itself 2 Installing a licence key QueueMetrics ships with a limited evaluation key that lets you use the system freely with up to two agents If you need to evaluate with a larger call center you will be sent a temporary key that will process as many agents as needed The same happens when you decide to buy the product The key is a single long hexadecimal sequence with minuses in the middle and looks like the following string 01234567897098 564D 3C082Er8 0125456739 098 564D C082EES The length of the key may vary according to the features needed Once Loway sends you the temporary or official key you can install it either through the graphical interface or manually through a shell 2 7 1 Installing a new key Log on to QueueMetrics as demoadmin and click on the License page if you have the correct grants you should see a label called Install new license key click on it Installing QueueMetrics Lf Demo Admin Administrator hal El gt FB Your Logo QueueMetrics call center monitor passasaag Home 1 1 Licence information
63. display a missing database error for a few seconds and will then automatically jump to the database creation wizard Installing QueueMetrics ee QueueMetrics call center monitor i QueueMetrics JDBC connection tester it looks like you dont have a working JDBC connection QuaueMetics requires a working JDBC connection to a MySQL database in order to work properly if you have not already done sa Download the MySQL database diver end put i in WEB NE Mb with the other JAR files Restat ihe sendet container Create a database for QueueMeincs and import the sample datebase you ll nd in WEB INF README Edit the fla WEB4NFAveb xml to enter ihe database semer user and password Queuehletics will use 0 connect Those slops are oxplainad in groalor dotail in QuaveMlalncs user manual available al bllptfquenamatrics com manual jsp Craale Quauehlalnes database now gt gt gt This is the current configuration found j XML configuration file located at usrlocalgueuemeticshormealwebappaiguenemetric W EB INF iweb xml JDBC URI configured es jdbc mysql localhost quevemetrics session anablas sql_mode BautoReconnact twekzernDatelimebeheviomconvertohullSjdbcCompaantTuncation else Sus er quevemeincs amp password javaduds Once you select the Create QueueMetrics Database now gt gt gt button the system will take you to the next screen where you will need to enter the MYSQL root user and the MYSQL root password d
64. driver Error M HH FP ode Problem encountered The MySQL JDBC driver is not present Please download it put it in WEB INF lib and restart the servlet container Java Error java lang ClassMotPoundException com mysgLjdbe Driver Most common JDBC errors are explained in the FAQs available at http queyemetrics loway it faq isp It is very important that you restart the servlet container after tweaking with the JDBC configuration otherwise your changes may work in the DBTest page but might not be seen by QueueMetrics If you run QueueMetrics on a publicly accessible machine you may want to disable the DBtest utility you can do so by setting a configuration property This will also inhibit showing technical data in the licence page 2 6 Updating from a previous version of QueueMetrics If you choose to update from a previous working version of QueueMetrics e Make a backup of the files web xml and configuration properties that are found in WEB INF To be extra safe make a backup of the whole working webapp and of the database being used e Unpack the new version of QueueMetrics e Copy the old files web xml and configuration properties so your licence and preferences are preserved e Copy the additional Jar files not distributed with QueueMetrics e g the MySQL connector e Restart the servlet container e Run the DB tester e From the DB tester run the database update utility e Once the database update utility reports a succ
65. each one handled If calls are connected directly to a phone terminal QM tries its best to show the corresponding terminal usually in the format used by Asterisk like SIP 303 to signify a SIP phone whose number is 303 If you connect to H 323 telephones via the OH323 module the recorded channel names have no meaning and do not refer to a specific terminal that s why all OH323 calls are grouped together under the label OH323 The pie graph shows which agents have been available for the given queue representing the percentage of all calls that each one handled Default page Answered calls Shortcut code OKO3 XML RPC code OkDO AgentsOnQueue Parameters seso OOOO S 36 Report Details 6 1 4 OK04 Service level agreement Service level agreement 0 5 10 15 20 30 40 40 60 r H g0 100 110 10 Answer N Calls Delta Percent Of Offered Within 5 seconds 26 6 5 351 Mr Within 10 seconds 43 17 93 5 50 1 PUN Within 15 seconds 45 2 97 2 E A Within 20 seconds 46 1 100 0 56275 WM Within 30 seconds 45 0 100 0 52 2 WWW Within 40 seconds 38 D 100 0 62 2 P Within 50 seconds 46 0 100 0 6224 WR Within 60 seconds 46 0 100 0 52 7 PMann Within 70 seconds 46 D 100 0 522 PRA Within 80 seconds 46 ls 100 0 6255 MA Within 90 seconds 46 0 100 0 022 a Within 100 seconds 45 0 100 0 aia Within 110 seconds 46 D 100 0 6225 Within 120 seconds 46 0 100 0 TT Export
66. entering the live streaming port as follows oreka rtserver fixed oreka rtserver address http hostname 59120 type stream amp localpart y AGENTEXT This will work even on a clustered system as long as there is only one Oreka server Note how the agent extension is expanded in the string see below for the full list of expansion tokens Using a cluster of Oreka servers If you have a set of Oreka servers likely because you have a cluster of Asterisk servers you can associate a separate Oreka server to each box in the cluster You do so by setting oreka rtserver to cluster and then entering the live streaming port for each member of the cluster as follows oreka rtserver cluster oreka rtserver aleph http ork_aleph 59120 type stream amp localpart y AGENTEXT oreka rtserver beth http ork_beth 59120 type stream amp localpart y AGENTEXT In this example all calls processed on server aleph will be searched on server ork_aleph while all calls processed on server beth will be processed on server ork_beth Using multiple Oreka servers with UniquelD If you have a set of Oreka servers that are not linked one by one to a set of Asterisk boxes you can associate a separate Oreka server to each call in the cluster by prepending a digit to the call s UniquelD that will be used to know on which server each call is being handled You do so by setting oreka rtserver to chandigit and then entering the live streaming port for each mem
67. errors and should be sent to Loway in the case you think you have found a bug If QueueMetrics is to be run on a publicly accessible box it is possible to hide all technical information from the user by setting a configuration property 12 Chapter 4 Running a report To successfully run a report your system administrator must have configured the correct queues in use on your system You will find them in the drop down menu on top of the page See Section 21 3 Configuring queues for details on how to do it 4 1 Quick activity reports The quickest way to obtain an analysis is by selecting the queue and the report you want to analyze and then click on the appropriate time frame below the Quick activity reports title on the home page The defined time frames are the following e Today Yesterday The day before yesterday The day in question starting from midnight to midnight e Last day Last 7 days Last 30 days Last 90 days The exact time period starting from the current hour backwards QueueMetrics implements an extended dropdown that allows easy access to queues and reports Extended options could O be reached clicking on the magnifier glass located on the right side of the dropdown The system will then show the Answered calls page like here below Demo Admin Administrator on amp Your Logo QueueMetrics call center monitor Homa Answered Unans Area Att Distrib Agents Outcomes All Report Details
68. executable by the QueueMetrics process as in audio decrypt encryptionTools decryptGPG sh When an encrypted file is found by QueueMetrics it is displayed with a lock icon By clicking on it the file is decrypted on the server and streamed back in an unencrypted format If a file is not encrypted QueueMetrics will stream it back without attempting any decryption 24 20 3 Encrypting calls As Asterisk does not currently offer any facility for storing encrypted recordings audio files must be encrypted on a periodical basis e Every so often a process runs and checks for unencrypted recordings in the audio destination directories e Every file found is first encrypted and if the encrypted file was actually created then its unencrypted version is removed We offer a sample encryption routine in the files encryptAlIGPG sh and encryptGPG sh that can be used as an example to deploy your own script The sample encryption and decryption scripts are available under the WEB INF mysqrutils audio encryption folder in QM They are meant as a reference blueprint only and may not be suitable for the required Corporate security standards 224 Configuring Asterisk for QueueMetrics 24 21 The QueueMetrics watchdog page QueueMetrics has a watchdog page that is if you request a page called sysup jsp you get an answer that is a valid JSON object of the format SU ee O MU Tramer e eMo u ES uram oca MoA EE sio dul e Ickes gene
69. for debugging purpouses default skip_task_on_qagrading If not present or set to false a new task will be sent to the graded agent each time a new ga form will be completed If present and set to true no tasks will be sent export conversionCommand If present this specify the batch script full name to be called by the MP3 HTTP Transfer implementor for export tasks AGAW configuration Property name dbmaint agaw_oldestRun Oldest obsolete run to keep when running a database optimization in minutes dbmaint agaw_oldestLog Oldest obsolete log to keep when running an optimization in minutes dbmaint agaw_oldestBroadcast Oldest obsolete broadcast entries to keep when running an optimization in minutes Autoconfiguration Wizard Property name default autoconf source Defines the default source that will be selected in the dropdown list on the wizard configuration page It could assume the following values file for File 242 System preferences Property name sources ami for Single Machine AMI amic for Clustered Machines AMI rtdb for Asterisk Realtime Database quef for Asterisk Queue Log file default autoconf fileagents Defines the default agents file definition will be shown in the configuration wizard page and will be read by the configuration wizard unattended mode default autoconf filequeues Defines the default queues file definition will be shown in the configuration wizard page and will be read by
70. for supervisors to initiate a chat with the agent e WebPhone Username the SIP username used by the softphone in the realtime agent page to authenticate the agent e WebPhone Password the SIP password used by the sofphone in the realtime agent page to authenticate the agent e WebPhone Realm The authentication SIP Realm used by the softphone in the realtime agent page to authenticate the agent e WebPhone SIP Uri An optional SIP URI used by the softphone If blank the username sipserver mailto username sipserver is used e Supervisor the supervisor for this agent This can be selected between all users holding the key SUPERVISOR If you want an agent to log on to their own page you also have to create a user with the same name On the bottom of the page the current association of that agent to a set of queues is shown It is now possible to add one or more friendly names for agents within the Asterisk aliases field which can be found in the Agent Detail page The Agent Detail page is accessed by selecting the Edit agents link on the QueueMetrics Home page and then clicking on the Edit icon for a specific agent 167 Editing QueueMetrics settings Home Users Cfg Queues Cfg Agents Cfg Agent Groups Cfg Locations Cfg Outcomes Cfg Asterisk agent code E g Agent 101 Agent description Mike Boo 102 P E Separate multiple alases with a Y symbol Agent location Agent group VNC monitoring URL Current terminal 3
71. generation All activities are optional and may be added or deleted at will The following fields apply e A numeric code for that activity The system will check that it will not be duplicated on the list The code should be numeric so it may optionally be keyed in using the rep s terminal This is not a technical requirement anyway e A text label for the activity e g Lunch e A flag telling the system whether that activity is Billable or Not Billable A flag telling the system whether that activity is Payable or Not payable 170 Editing QueueMetrics settings e A flag showing the type of pause A pause can be a standard pause or a pause of the ACD made to produce outbound calls or a call wrap up pause As of QueueMetrics 1 7 0 this is partially implemented only in the AGAW sub system or an administation type pause e An optional security key for that activity This will be used only when displaying activity choices in the Agent s page The reporting engine will report on all activities present in its analysis z ieee Demo Admin Administrator af 22 0 Your Logo QueueMetrics call center monitor Home CfgUsers CfgQueues Cfg gents CfgAgentGroups CfgLocations Cig Outcomes CfgPauses COA CigPerf Tk Rules Cig Repa Edit Pause Codes Status code ra Description Hourly break Secunty key Counts as Billable activity No Counts as Payable activity No x Pause type Pause Created by demoadmin 1
72. graphs called Answered calls by stints and Unanswered calls by stints 4 7 8 Enter queue positions This graph shows the initial queue position that the calls had when they joined the queue For example a queue position of 1 means that a Call was first in line of 5 means that a call had four other calls in line before being answered As the logging of queue positions is a bit inconsistent some calls might be missing it Untracked 4 7 9 Enter queue positions for all calls This graph shows the initial queue positions for both answered and unanswered calls 21 Running a report 4 7 10 IVR selection This graph shows the distribution of IVR selections available for lost calls This must be tracked manually in Asterisk See Configuring Asterisk for QueueMetrics below 4 7 11 IVR selection for all calls This graph shows the distribution of IVR selections for all calls taken and lost available in the report 4 7 12 DNIS used This graph shows the distribution of DNIS lines that lead to lost calls This must be tracked manually in Asterisk See Configuring Asterisk for QueueMetrics below 4 7 13 DNIS used for all calls This graph shows the distribution of DNIS lines for all calls taken and lost available in the report 4 7 14 Details of unanswered calls This page shows full details of unanswered calls Section 5 3 Detail of unanswered calls 4 8 Understanding results Area code report If the C
73. hard in the case of composite queues Panes sesso AE 6 7 7 DDO7 Inclusive SLA per day Inclusive SLA per day Day Ans Unans Num 10 20 0 40 50 60 lt T0 60 50 lt 100 110 120 2010 03 34 1 0 1 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100s 100 100 0 100 0 100 0 2010 04 01 56h 223 si 75 0 100 0 100 0 100 0 100 0 1000 100 0 1000 1000 100 0 100 0 100 0 b Export as lt gt The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 6 2 Service level agreement grouped by day Default page Call distribution by day Shortcut code DDO7 97 Report Details XML RPC code CallDistrDO InclSlaPerDay Parameters See also 6 7 8 DDOS Traffic Analysis by period per day Traffic Analysis by period per day Day Avg Calls SveLvl Unans Unans Avg Qutiin Avg Avg Max Max Max Max Off Ans Ans Min Max ag Ag short cut ans talk walt walt dur dur out Ag Ag ans lost out 2010 02 15 07 i3 100 0 0 0 0 0 0 io 6 20 0016 0 00 020 600 4 1 1 2010 03 16 1 0 0 0 0 0 0 D 0 0 0 0 oo 0 00 0 00 0 00 0 00 000 0 0 0 1 1 2010 03 17 1 0 0 0 0 0 0 0 0 0 0 0 0 00 0 00 0 00 0 00 0 00 000 0 0 1 1 2010 03 18 10 0 0 0 0 0 0 0 0 0 035 0 00 0 00 0 00 0 00 0 00 0 00 0 1 1 P Export as E o This report shows aggregate inbound outbound activity per day e Date the date hour or day of week used for the report e Avg agents the average
74. http www queuemetrics com agent A realtime agent_webl_label QueueMetrics realtime agent_web2_url http www loway ch agent a realtime agent_web2_label Loway If CRM and or custom backgrounds are not needed it s possible to override the default background changing the key realtime agent_background_url http serverurl backgroundpage htm In order to use the integrated softphone the steps required are 1 Configure the SIP server and the WebRTC URL 2 Ada for each agent a SIP username password and SIP Realm authentication Depending on our setup normal or clustered mode the SIP server and the WebRTC urls are set by changing the below configuration keys For a not clustered QueueMetrics install a Detotliwkeys Ol a p one vale takwon default sipaddress 10 10 5 49 default websocketurl ws 10 10 5 49 8088 ws default rtcWebBreaker true For a clustered QueueMetrics install be sure you re setting the following keys for each server in your setup cluster serverX sipaddress 10 10 5 49 cl wena Ss cielos lao tias AOS OS SS a cluster serverxX rtcWebBreaker true where serverX is the name of each server defined in the cluster configuration key Then for each agent set the SIP username password and SIP Realm authentication through the Agent Configuration Pages as explained in Section 21 4 Configuring agents The Logon Panel allows to pre validate the agent code and the agent extension needed by the login logout process In
75. i Report All Reports Answered calls Item details Tiie clok_calls_fully_within_the _given_time_interval Subtitle Visibility key DataObject OkDO Calls fully within the given time interval Sort order 20 Visible in All reports Yes Lali ike Created by Last update Save Back New Clone Delete Loway Loway Research e The Title field is the one displayed in bold on top of the table e The optional Subtitle can be added as an explanation of the meaning of the graph e The Visibility key lets you hide this item from users that do not hold the given key The Data Object is the routine that creates the requested table and or graph A list of available Data Objects is available here Chapter 6 Report Details e The Parameters field if present will let you add additional parameters that control the behavior of the Data Object The Sort order is an integer value that tells QueueMetrics how to position this element in respect to all other screens e The Visible in All reports toggle decides whether this item is visible on the All reports page The Title field displays a decoded localized version of the string just below their input box This is what the end user will actually see You cannot have multiple copies of the same DataObject on the same page 21 13 Report ExportConfiguration pages Users holding the key USR_REPORTS_EXPORT_EDIT can edit the list of PDF and XLS export jobs 7 o Demo Admin
76. inspector of the QueueMetrics database It is possible to display the live status of the queue_log table to make it easy to see data as it is appended by Asterisk Live inspector Query ype Fation Refresh every 8e Search Tor am JSplitmode be 22182755 CET 2010 Partition N Records PRD PRI Pa Pal PP Pi un da j 0 Pi ZE 123512 1267270512 MONE qiebua Iwz REMOWENEUDER dea 2108 14351 12672710611 5481381 queue a arai COMPLETEAGENT 20 20 dps 2708 1134 51 1267270491 5481281 queue SF CONNECT 20 dps 202 131 1267270471 548128 1 quaus NONE ENTERGUELIE 5181 28 1 des cut A 12 31 40 126270500 581171 1 queur p raun SDDMEWBER dps 2108 1231 12872702941 148844 1 queue PRO REMONENENBER dps 202 122351525 1267270285 772751 1 queue P2200 COMPLETES GENT 20 20 dpa zZ 1231 05 1267270265 772751 1 queue TEzo CONNECT 20 dps 27 02 143045 1267210245 FF2TS1 1 queue HONE EHTERGQUEVE 172754 1 If you see Partition null in the graph this means the queue_log table is empty The last 20 lines of the queue_log table for the given partition are displayed In Split mode the last 10 lines of the queue_log table about calls and the last 10 lines about agent status are displayed separately The display will reload automatically every 10 seconds It is possible also to search for a substring within a given partition e g a uniqueid code this may be very slow and it usually requires a complete table s
77. is displayed together with a flashing NEW icon The orange icons lets you acees a RSS feed for all the tasks for the current user see below on how to set this up When you click on the yellow icon you are lead to the tasks editor page John Doe Individual agents E1 pora Your Logo QueueMetrics ae call center monitor TasksList Task list Extended search options View tasks Tasks to be done oa ie El View Due date start period Due date end period Search Show future tasks 7 tema found 2 Page 1011 x Task From Description Due date Status ld 3 Demo Admin A QA Scored Average score 87 0 So204 15 3814 TED F 1 Demo Admin DA Scored Average score 64 4 2 0204 15 36 08 Tao F tema found 2 Page 1011 On top of the page you see a selector with e Tasks to be done tasks addressed to me that have to complete e My group Tasks for my class that can address e Tasks completed the set of tasks that completed and their completion codes e Task I sent The tasks sent somebody else if any e A box to access directly a task by number it will be found only if the current user can see it that is he is the assignee or a member of the group it is assigned to or the assigner You can optionally make the list shorter by selecting e A task type e The period the task was supposed to be due e An option to display future tasks as well e The Process field which is formed by the Process Fa
78. it is legal in your country It would be probably fair enough to tell your operators their calls are being recorded and to add a voice message telling the customers their call will be recorded Tell Asterisk to record all calls To record all calls add something like this to extensions conf exten gt s 1 SetVar MONITOR_FILENAME var spool asterisk q QSAMPLE S UNIQUEID exten gt s 2 Queue gq sample nt 60 This way all sound files are stored under var spool asterisk q with the name of the queue QSAMPLE followed by the call id Tell QueueMetrics where to look for the calls You should set up the WEB INF configuration property file in QM like this default monitored_calls var spool asterisk q When looking for the recording of a call QM will explore all files contained in var spool asterisk q and any directories below for a file name containing the right call ID It might find more than one file name and will display all of them It is possible that sometimes Asterisk fails at mixing together the two files Asterisk records separate files for the caller and the agent and then tries to mix them together at the end of the call so you will find two files named in and out instead The search behaviour can be customized see Chapter 22 Listening to calls using Pluggable Modules PM e Tell QueueMetrics you have the right to listen to the calls Any user willing to listen to calls must hold the key CALLMONITOR This is t
79. job Delete job Hems found 3 Page 1011 lt lt gt Job name t Key Job status N Calls expMP3 Closed 4 Qs Teat Closed 4 BOND tests Open 4 rag Hems found 3 Page 1 of a pete Create New You can then create a new job When configuring the job you have to specify 207 Exporting call sets from QueueMetrics e A name for the job This will be the name of the folder that will be created including the call details and the audio files e A security key so that only some agents can add calls to this job e An export folder it can be the same for all jobs and be on the server QM is on It should be writable by the java process that runs QM e An implementor that is a data format for Manifest file of the job See below for more details e If the implementor requires them you can specify a set of parameters These properties can be changed through the lifetime of the job From now on users accessing the Detail of Taken Calls will see a gadget by the end of the page like the one shown here Queue details Date Caller Queue Wait Duration Pos Disconnection Handled by Attempts Code Stints Sw 0127 111153 127358 1 ql 0 05 OOF 0 Agent Jahn Dee 101 1 1 a Ed 0127 11 12 12 437875 1 al 0 03 0 08 a Agent John Doe 101 1 1 a Ed i DAT 1112 31 56711751 ql O02 0 04 0 Agent John Dee 101 1 1 a E i OV27 101E21 576825 1 ql 0 04 0002 0 Caler John Dee 101 1 1 a Ed i Export as PE Export calls Add cal
80. manager points to each Asterisk server s manager interface port This is the standard QM behaviour when listening to inbound or outbound calls a popup appears and asks for a local extension That local extension is connected to the live channel so that the local user can listen to the ongoing call In order for this to work the dial plan on each Asterisk server must implement the correct logic an example is given in the queuemetrics context that comes with QueueMetrics This PM is used by default if no other server is specified in the configuration properties file 22 2 2 Live calls through an external module ClassicXmIlRpcListenerRT Full Java Path it loway app queuemetrics callListen RTlisteners Classic XmlRpcListenerRT Properties used default audioRpcServer non clustered or cluster SERVER audioRpcServer The address of the XML RPC server implementing the QMAudio listenOngoingCalls interface This is the standard XML RPC implementation and makes it easy to create a completely custom scheme to handle live monitoring The output of this function must be a single URL that will launch a player to stream that call This is completely user configurable The details of how to write an XML RPC server for the QMAudio listenOngoingCalls interface can be found on the XML RPC guide for QueueMetrics We ship a sample implementation of such a server in the xmiroc_audio_server php server that comes with QueueMetrics See also sec
81. mark this by producing a record like SSA 0 Losstolo2zy 88 2 71 MOINES NONE NEO COEM arena a s The goal in this case is called attendant3 The IVR name is optional an not currently used The explicit timing duration is optional A call can have only one goal Any call hitting a queue is considered to having reached a goal In order to tell QM that a call hung up in an IVR you should produce a record like Sa Ste bec 0 a to To 2 SS O NONE NONE NEO iP RAANGUE 9 2 2 Tracking areas The logging is changed so that the INFO verbs allows the reading of this piece of information So any sub verb e g INFO DNIS INFO IVRSTART INFO IVRAPPEND and more will work correctly with this An example of logging might be ESAS SS 7 1S SA NONE NEO iS TARA i 2 S40 IL ols This logs the IVRSTART as belonging to area IVR 1 It is perfectly valid to assign a call to an area from a specific point in time onwards generally because they made a defining IVR decision SAS SAS NONE ONE NEON a AS SAS ASS SEAS NONE NBA RAE END SUMEN As shown above 9 2 3 Deprecated IVR tracking verbs The following records are understood by QM but should not be used anymore 102 Tracking IVR data ILCNOHONCNONO zl 5 0 Seat aL eis al NON JUNTO IDV IRE IE IL LOBO ZILA SO Slit Lis S NONE JUNTO DWI A5 9 2 4 The FreePBX module Since FreePBX 2 11 a new module is available on the FreePBX SVN repository This module allows to ea
82. must change the passwords to all default users Failure to do so represents an important security breach 21 2 Editing user classes User classes can be configured freely you can create individual key rings with special privileges to best suit your needs User Classes Filter Search Class name t Description Keys User A ADM Acrminiciralos USER GUELE AN USR AGENT USA GUELE LEFRA DIN 1 mi REALTIME AGREP CALUROMNTOR USA LOCATON USR OUTCOME USR POODE FILE CHPASSAD MON AIDED MON VNC USR MYSQL AGENTE anida ager s AGENT CHEASS AD 2 F PT noti USER QUEUE _AN USR AGENT USA SUBE USRADMEN 1 de REALTIME ASREF CALURONTOR USA LOCATION ROBOT SUPERVISORS Agent supervisors USER SUPERVISOR REAL TIME QUELIE_AN 1 oo SYSOP L Sysop USER SYSOP 0 a USERS Horta Liters USER QUEUE AN REALTIME AGREP CALLMONITOR ROLE 1 a THPASSAD VISITORS Mietors WISITOR 1 or Create New Show users Each class has a set of keys that can be freely edited in much the same way as users by clicking on the edit icon the pencil User Detail Class Id Class name ADMIN Description Administrator Keys USER QUEVE_AN USR_AGENT USR_QUEVE USRADMIN REALTIME AGREP CALLMONITOR USR_LOCATION USR_OUTCOME USR_PCODE RTLIVE CHPASSWD MON_AUDIO MON VNC USR_MYSOL Created by Last update Number of users belonging to this class 1 Save Back Nena No class can be deleted as long as there is at least one user that is member of it The default classes should be enough to get most s
83. new button lets you add new users while the Show classes button leads to the class editor Honre Cig Users Cig Queues CipAgents CigLocations Cig Outcomes CipPauses ChROA User Detail User Id Login Agent 101 Password 900 Real name John Doe Enabled Yes x E mail Masterkey No Class AGENTS User keys Number of logons Last logon Comment Token Creation Update Sara Back Mew Delete 161 Editing QueueMetrics settings When you add or edit a user you are presented with a list of fields to enter Userid is a technical reference used internally Read only Login is the login string Password is the password shown in clear text Real name is the name shown in the top part of the screen Enabled lets you temporarily disable somebody from using QM E mail is the user s e mail address Optional Masterkey if set to Yes all security key checks are bypassed DO NOT SET UNLESS YOU KNOW WHAT YOU ARE DOING Class is the current user class User keys are additional keys the user holds Separate each key with a space If a key is preceded by the minus sign it means it s revoked even if the class grants it Number of logons tells how many times the user logged on in QM Read only Comment is an optional free comment Token has no current use Read only Creation and Update the user and date time when the record was first created and then last updated Read only When you first log on to QueueMetrics you
84. not correct The first releases of QueueMetrics 1 4 will anyway allow accessing a cluster up to a specified future date likely October 2007 To report on all members of a cluster you should set the property default queue_log_file cluster This means that all boxes defined as members of this cluster will be used a s a data source To report on a subset of the members of the cluster you will use a syntax like default queue_log_file cluster A B C This way you will be reporting on boxes A B and C If you want to report only on a single box the syntax default queue_log_file cluster C Will be appropriate You can then change this property on the fly by going to the Custom reports page and editing as needed under the File text box If you have agents using QueueMetrics s Agent s pages you should set them up so that each agents points to its correct server 20 4 Using the Agent s page with a clustered environment The agent s page on QueueMetrics acts as a kind of portal for an agent she can use it to log on log off go to pause enter pause codes launch external apps linked to a call e g CRM apps and enter call codes see The real time agent page As the number of agents can be very high if compared to the number of supervisors who run reports or monitor the call center QM uses a minimal impact policy the page must be refreshed manually by each agent in order to avoid hammering the server with repeated page hits and t
85. of 50 100 megabytes are not unheard of depending on the Java Virtual Machine in use A more in depth discussion of QueueMetrics memory usage and live monitoring can be found on the Advanced Configuration Manual chapter Tuning QueueMetrics memory settings A real life example for a large call center with about 400 agents logged on and running on a dedicated server may be like Xms4096M Xmx4096M server XX UseParallelGC XX PermSize 512M XX MaxPermSi1ze 512M But the actual optimal configuration on a large system should be determined by running the system for a while under the required workload and monitoring the actual resource consumption 2 11 Understanding QueueMetrics disk I O requirements Disk I O required by QueueMetrics is directly proportional to the queue_log size as it is read from scratch every time you ask for a full analysis Even if you only care about what happened yesterday between 3 and 4 PM your 50 megabyte queue_log will be read entirely As the queue_log usually don t get too large even in the largest installations this is usually a feasible strategy The big advantage of using MySQL as a storage medium is that the queue_log rows are indexed when importing so only relevant rows are extracted and transferred to QueueMetrics This should speed things up a bit for the largest installations Also with MySQL you can put the database on an entirely different server in order to avoid disk I O problems with the local
86. of audio recordings uses a different paradigm called Pluggable Modules This makes it feasible to set up different modules to match the configuration of the existing system and to use them natively Pluggable modules are used in two areas e Listening to recorded closed calls i e retrieving recordings e Listening to live calls i e setting up a channel spy feature In order to control which module is called two configuration properties are set e audio server controls the module to do find recorded calls e audio liveserver controls the module to set up live call listening Each configuration property is set to the complete name of a Java class that implements the required server Such names must be set exactly as described or an exception will be raised Each module can then have its own configuration properties to control its own behaviour 22 1 PMs to match Recorded Calls These PMs are used to find audio recordings 22 1 1 Plain old recordings LocalFiles Full Java Path it loway app queuemetrics callListen listeners LocalFiles Properties used default monitored_calls in a single server environment or cluster SERVER monitored_calls in a cluster This is the standard search method that comes with QueueMetrics Basically all directories under default monitored_calls are explored recursively and all audio files matching the Asterisk ID of the main call that was queued are retrieved Therefore the call files found can be
87. order to validate these codes a two set of keys have to be set The regexp to validate agent codes realtime agentRegexp 1 d d A regexp to validate extension codes realtime extensionRegexp d d d The Logon Panel allows to mark as read only the agent code field This could be accomplished by setting the following key default lockedAgentPopupCode true The list of available queues for each agent is defined by the following key realtime dynamicLoginQueues all Relevant values for this key are e assigned or registered the list of available queues shows only the queues where the agent plays a defined role i e is a main spill wrap for these queues e all the list of availabel queues shows all the defined queues without taking care of the agent role but filtered by visibility key Agents can insert pauses through the Pauses panel Pauses without a specified pause codes can be rejected by setting the following key default pausecoderegquired true Agents can grade taken calls only if they hold the QA_TRACK key 187 Editing QueueMetrics settings 21 17 QueueMetrics configuration wizard In order to save time and make sure that QM is always up to date with the underlying Asterisk configuration it is possible to run a wizard that will load the following data straight from Asterisk configuration files e Which queues are in use and their configuration e Which agents are being referenced their name and how they belong to t
88. outgoing records e When the batch is finalized the administrator will flag it as Ready to send Batches that are Ready to send are actually being built by QM it may take a while to create them and download the audio files required e When the batch is finished processing it will appear as Sent e A batch can be deleted at any time by the administrator unless it is in status Ready To Send The graph provides a visual representation of the whole process 206 Exporting call sets from QueueMetrics Nirvana BATCH_ADM Status Open DNS BATCH_DEL Can add calls BATCH_ADD Status Closed DNS BATCH_DEL Delete Status RTS BeingBuilt Status_ Sent The process of building a batch may take a while therefore there is a transaction that simply keeps displaying a page in a browser that shows a progress bar while the project is being exported 23 2 Exporting calls in practice In order to export calls an administrator must first create a batch To do this they go to the Home Page _ Import Export calls ee a te Demo Admin Administrator ea You Logo QueueMetrics Home Job QueueMetrics data import export P Data Export List export jobs From here you select List Export Jobs call center monitor 7 a Demo Admin Administrator gt D amp O Your Logo QueueMetrics Home Job JobList Export jobs Filter Search Create New Y Close job E Reopan job Ce Run export
89. overall Score value and agents are shown sorted by their score in descending order Flying with the mouse over the score value a detail rules contributing to the overall score are shown as reported on the picture below Agent Score SPH QCPH CPH Sales QC Conv 8 John Doe 101 513332 0 0 0 0 00 0 0 0 amp Bob Smith 102 222 a an ann o__ N Calls Avg 5555 Call length Avg 7777 AVG Score Awg 500000 At the bottom of the main table result a second table shows the agents if any that were not included in the report and the threshold that was not met Clicking on the agent name or the associated score value the user gives access to details They are reported in a different page like the one shown below Home Perf Track Ag Scoring Ag Detail Performance Tracking Agent detail for agent 101 Actions Total calls found 227 Visible calls 167 Mirusi Reason B Call lengih gt T 015 From date January 01 2009 08 50 Move to group w Juicame J To dete August 08 2014 18 00 Se Lousy New gri r OK Scoring rules Test AWG score Awg ie hai l T QA Farr JUReparFarnn Remi Sn 13 dav Q J portrer LJ Remind mein 30 days Reload Send CBT CBT URL OK Score Date Queue Caller Duration Sales oc Cont ANG Flunked Call Form Score outcome 0 04 27 A300 200 0 26 0 0 12 22 05 04 10 4300 201 1 05 58 0 11 05 02 1003 4300 201 k22 0 0 a 10 42 33 The details page is split in two parts The to
90. periods about a call e the IVR Time that is between when a call is first tracked and when it hits a queue For calls that do not have any events before hitting a queue it is always set to zero e the Wait Time that is how long a call has been waiting on a queue before being answered or hung up e the Talk Time that is the length of the conversation between the agent and the caller 9 1 1 IVRs and QueueMetrics QueueMetrics handles IVRs when running reports by filtering all calls by the set of queues specified in the report As IVRs have no queues all IVRs are processed for the time period requested IVRs that end up on queues different from the ones being reported on are reported as lost IVR activity usually takes place before the call is queued Filters on IVRs DNIS and caller ids are correctly applied to the analysis if specified so you can drill down an IVR analysis on a specific selection path or on a caller called number What you get out of an IVR analysis e Tracing IVR paths the report Section 6 13 1 IVO1 IVR Traversals This way you can see which paths were traversed how many calls went through each path and what happened to them This is very useful as it is the key to understanding attrition people hangin up without having reached a goal Tracing IVR timings the report Section 6 13 2 IVO2 IVR Timing By understanding the timing statistics of each IVR menu you can improve the user experience by
91. report Agent name Avail Bill NonB Sales Qc Cont SPH QCPH CPH CONV QCONV apenti03 9 35 08 100 0 0 00 0 0 1 06 00 11 5 0 o D 0 0 0 0 0 0 agentii 74200 100 0 0 00 0 0 44 00 6 55 0 a 0 0 0 0 0 0 John Doe 101 agg 100 0 100 0 0 2 17 00 25 9 0 o D 0 0 0 0 0 0 Mike Boo 102 10 38 07 100 0 0 00 0 0 0 00 0 0 o 0 0 0 0 0 0 0 b Export as 4 gt 19 Report Details The Detailed Agent Report will show for each agent e The Available ACD time as an absolute value and a percentage of its total time logged on e The Billable time as an absolute value and a percentage of its total time logged on e The Non Billable time as an absolute value and a percentage of its total time logged on e The number of Sales And Contacts the agent had if a sale is counted a s both a Sale and a Contact it s counted only once as a Sale e The Sales per Hour SPH and Contacts per Hour CPH ratios for this agent e The Conversion ratio that is the percentage of sales over the total number of sales and contacts Default page Call outcomes Shortcut code OU05 XML RPC code OutcomesDO AgentReportDetailed Parameters o o See algo UD 6 12 6 OUN6 Outcomes per agent Outcomes per agent Agent name Call outcome Type Total John Doe 101 None 93 John Doe 101 a Answering Machine Known 1 John Doe 101 b Busy Known i l John Doe 101 dnc Do not call anymore Qualif i John Doe 101 ni Not Interested Quali zt Joh
92. sense to display together with queue data In order to use these blocks you need to create external data providers that will generate the data that QueueMetrics is to display Details on how to do this can be found in the XML RPC Manual in the section called Dynamic blocks in QueueMetrics 6 14 1 XS01 Plain HTML This data block includes a block of HTML right into the QueueMetrics report page For example in order to include an HTML fragment generated by a server located at http server page php you would set url http server page php in the data block s parameter field Available since 13 12 Shortcut code XS01 XML RPC code ExtSourceDO HTML Parameters url The URL that points to the page generating HTML 78 Report Details 6 14 2 XS02 XML RPC data source This data block includes a formatted table of data into the QueueMetrics report page The data must be generated in a specified format by an XML RPC server as described on the XML RPC Manual Available since 13 12 Shortcut code XS02 XML RPC code ExtSourceDO XMLRPC Parameters url The URL that points to the XML RPC server 6 14 3 XS03 JSON data source This data block includes a formatted table of data into the QueueMetrics report page The data must be generated in a given format by a JSON server as described on the XML RPC Manual Available since 13 12 Shortcut code XS03 XML RPC code ExtSourceDO JSON Parameters url The URL that points to
93. small icon just before the next page buttons this icon allows us to add or remove columns within the displayed paginated listing It is now possible to add the Music on Hold MOH columns MOH events and MOH duration which display the number of events where a caller was put on Hold with music and the total duration of such events You can also add the columns IVR duration IVR path which displays the time the caller spent within the IVR selections and the choices the caller made while going through the process Adding the DNIS column allows to display the number dialled to reach the queue Available datn colinas x sie RRS Eliane Dale Caller Qucuc Win Duration Fos Discosnecon Handled by fempts Code Siinls Srv RE Caller VIA 17 1323 301 Cuma 301 gra ar 4 Cale Pe 1 pal lQna MANDA 17 14 50 5 Curae 301 05 W 1 Cate pester i 1 a fl Wait TUES 15 HAs 301 Curae 301 ara fan Agr Pr E 1 a E Burazicn TUES 12 37 44 301 Cuma 301 103 i 1 Cale Petes 1 a e ee TUES MIRE 301 Quran 301 135 rs 1 Ager Petry th z 1 a El Handled by IIS 1541 14 301 Cum 301 O03 EH I Aqurl Jzn Dae 105 I 1 g Attempts TUES 147 301 Putecund 301 ors m o Cate Jobn Doe 105 i 1 a ElCude EA A 301 Curae 301 ors Wo tate John Doe 105 1 xale 1 g lines 10S E745 351 Cutbound 301 O03 a7 oo Cate JoEn Dae 105 i ng 1 a eae UD TUES 16 4225 351 Quran 301 noz 1 Cate Jzn Dae 100 7 1 a EMOH rante 1102 DIS 301 Cuca 301 oo TH 1 Cat
94. solo 7 tea ese SIS Y O O Ss ls eames gt Unica US SOS 1 mae a lt videocall gt true lt videocall gt AM Ma 211 LoS es cias Meses resulte 18795 _testresult 20110304_084640 99 wav Z OMI SUAS 464A UG way a Chapter 24 Configuring Asterisk for QueueMetrics QueueMetrics is designed to analyze queue_log data provided by any Asterisk installation the following guidelines will help you to make the most out of it 24 1 Configuring queues to report exit status In the following example all calls are monitored i e saved to disk if after 60 seconds on the queue the call is unanswered the call is routed to voicemail and this event is reported correctly by QM there are two levels of agents agents 302 and 303 will answer the queue level 1 only if none of them is available the call is routed to agent 301 level 2 If nobody is available the queue keeps trying until timeout is reached Agents can transfer the call to other extensions by pressing the key Agents terminate the current call by pressing the key Extensions conf q my sample es GUISE OE SOLIP ON a eG exten gt s 1 SetVar MONITOR_FILENAME var spool asterisk QSAMPLE S UNIQUEID exten gt s 2 Queue g sample nt 60 exten gt Ss 5 Playback volcemall invitatrion exten 2 95 4 VolceMawk e 00d Queues conf q sample muse der au ke announce gq sample announce strategy round oDin timeout 60 retry
95. sqlPreset 1 f_agent agent sqlPreset 1 f verb verb sql Eros ce mi partition partio sqlPreset 1 f datal datal sqlPreset 1 f_data2 dataZ2 sqlPreset 1 f_data3 data3 sgqlPreset 1 f data4 data4 sie eieeseic 2 ll e r Wiese Mle igor ob You can have more than one preset by entering the same data multiple times under sqlPreset 1 sqlPreset 2 sqlPreset 3 and so on The values for each field are e Table is the table name e Time_id is the first field in the queue_log This is used for most extractions and should be an access key Call_id is the second field of the queue_log e Queue is the third field of the queue_log Agent is the fourth field of the queue_log Verb is the fifth field of the queue_log e Data1 Data4 are the remaining fields of the queue_log Currently Data4 is not defined in the queue_log in case just leave it blank Partition is a logical partition of the table e Incr as the minimum time detail for Asterisk activity is by the second it is possible that events that happen on the very same second seem to happen in the wrong meaningless order when the data is read back from the database It is possible to define an auto increment field on the table that is used to make sure that rows are fetched from the database in the same exact order they were inserted into This table definition is the default for QM since version 1 1 A partition is a key under which separate entries are present in the same queue_log table You
96. system running Asterisk see Chapter 19 Storing queue data on MySQL for complete details 2 11 1 How much load can QueueMetrics handle In order to test if our product behaves correctly under load we routinely do a stress test of QM simulating 20 users who keep on running reports and real time monitoring We consider the test passed and the product worth releasing if QueueMetrics can handle over one million continuous transactions with no memory problems they are usually far more than any user will likely do and with a very constrained VM size The stress test that QM 1 4 passed had the following parameters e Sun Java 1 4 2 04 running in server mode with 256Mb fixed heap e SQL storage using connector version 3 10 e 20 concurrent reporting users e Simulated CC with nearly 1 500 calls per day e No errors on over 2 000 000 transactions run QM will easily scale upwards giving it more Java heap space to accommodate larger datasets Call centres with over 400 agents online and 50 000 calls per day are not an uncommon target for QueueMetrics Chapter 3 Logging on to QueueMetrics To log on to QueueMetrics you have to point your browser to the address of the server where you installed QM As servlet containers are often installed on ports different than the standard HTTP one it might be necessary to specify the port address For example if you install Tomcat 5 on the same server you re accessing QM from you may end up pointing your b
97. ta on 0 Agent M s Doo 102 1 z 1 125930651 150 21 oh El ara AN IEEEMEE 1444 ad Mn 7 n Baami Ine Mira TAL a m 4 VIDCOCi171 2 38 a Eal This page shows the detail of answered calls See Chapter 5 Showing call details When running a report it is advisable to use block Section 6 2 3 OD03 Queue details paged instead Default page Details of answered calls Shortcut code ODO1 XML RPC code DetailsDO CallsOK See also Section 6 2 3 OD03 Queue details paged 6 2 2 OD02 Add to export job Export calls Add calls to the following job test Save This is a pseudo block that is used to display a button for call export The button may not be displayed if the user does not have the correct grants As it does not actually contain data it cannot be queried over XML RPC Default page Details of answered calls Shortcut code OD02 Paanees OP ETT S 6 2 3 ODO3 Queue details paged Details of answered calls Date Caller urug IWR Wait Duration Pos Disconnection Handled by Attempts Code Sins Sn 11421 10 39 51 WA test fia Bid 0 08 i 4pent apech 106 1 1 4 EE th Current page 141 h H This page shows the paged detail of answered calls See Chapter 5 Showing call details The details of calls are paged so you can move back and forth and you can control which columns will appear on screen The paged mode uses way less memory and is quicker to use than the full list as in Section 6 2 1 ODO1 Q
98. that is not necessarily a sound file image video audio text or application files e For each call it is possible to add Tags which can be created using the security key CALLMONITOR_ADDTAGS and deleted using the security key CALLMONITOR_DELTAGS as required in order to keep a note regarding that specific call as in the example below E 10 10 5 25 8080 queuemetrics qm popup_call jsp Call detail 3 _ Close TrackQA Asterisk Call ID 1327591328 216 Date and time 01 26 16 22 08 Queue Queue 300 300 Caller ID 201 Handled by John Doe 101 Duration 98 sec Waiting time 4 sec Original position 1 Disconnection cause Caller disconnected Transferred to Attempts 1 Last Failed Attempt Bridged Channel 1327591328 217 Stints 1 URL Status code sale Sale Srv DNIS IVR selection 9300 20120126 162208 1327591328 216 0sm Tags _ Add tag Time Duration PING i Spas re ian ies iy e Pen ie JN 0 25 2 00 marketing call 5 3 Detail of unanswered calls The unanswered calls detail is quite similar to that of answered calls 33 1 O Your Logo r Harrie ANS tered Umans i t Area Att Distrib Agents Detail of unanswered calls Report Details Alomec queue s considered Period start date Period end date Total calls processed Area analysis Queue details Export as 1 Date Agent Caller Dia John Dos 6855771 161546 104 02319 457233941
99. the agent is aggregated Items are computed as e Level the agent level this agent belongs to e Agent agent name if present or Asterisk internal code if unknown By clicking on it the session details open e Login Session login time e Duration Session duration e N calls in Number of calls taken for this queue s 69 Report Details e N calls out Number of calls outbound made for these campaign s e Tot calls calls in calls out e Average duration IN e Average duration OUT e Average duration for all weighted Available precentage of idle time e On call IN percentage of time on call inbound e On call OUT percentage of time on call outbound e Pause Billable percentage of time on a pause code marked as billable e Pause Unbillable percentage of time on a pause code marked as unbillable or not specified or unknown a k a Clerical time Available since 1 6 0 4 Default page Agents and Sessions Shortcut code AG08 XML RPC code AgentsDO PerformanceAcdGroups Parameters See algo O O O O O O 6 10 9 AGO9 Agent Occupancy Report Agent Occupancy Report Level Agent sessions Pau Bill Pau N Bill Pauses Total calltime Occupancy All 22 40 22 0 00 1 06 1 06 2 45 0 2 Main E John Doe 101 4 31 0 00 0 23 0 28 1 00 24 7 Main Mike Boo 102 22 31 24 0 00 0 15 0515 1 05 0 1 Undefined agentiga 4 27 0 00 0 23 033 0 40 16 4 Export as E gt The report details the occupancy rate for each and
100. the RSS reader like once every 20 minutes or so in O order to minimize the load on the QM server 10 3 1 Setting computed URLs In the configuration files you should set two properties before using RSS tasks Union ap qmse ver my COLO o ou quelenmet ales mel ss maja o sio nolo pl Oo 6 Oe Oy Glee me iets les In general the servers qmserver and qmserver rss should be the same machine this is necessary because if your RSS reader is embedded in your browser every time it requests a RSS feed it also logs you off from the current session 110 Chapter 11 The Agent Awareness subsystem AGAW QueueMetrics was designed primarily to be used by supervisors and administrators to keep track of what is going on in the Call Centre In most Call Centres keeping track of the current activity level using a real time wallboard and or the agent s page is enough In some high performance setups with large and geographically distributed agent groups it is mandatory to have a better level of performance awareness by the agents and to have off band live communication lines going from the supervisor to the agent and from the agent to the supervisor QueueMetrics addresses this issue using a module called Agent Awareness AGAW that is basically a Firefox or Chrome plug in that each agent can use to see e A wealth of information about how the agent and or the queue is performing this information offers a large set of performance metric
101. the call closure phase 1 a a oe cou How well did the rep display courtesy 1 a B a F pac Was DSC done 1 a B a DEE C d the rep ovoid deed air i ENE Rate reps enery level throughout the cal 1 B amp eo HEL Vos addtional help offered with enthusiasm i Z FP HOL Did ihe rep tse the correct hold procedure i amp FP LG Did the rep desplay octe listening skits i a a PF PRO Was the problem resolved on fire contact 1 El iG 5 F REL How accurate and relevant was ihe information provided 1 a i Sail How well did the rep vary the tone and speed of apeech 0 a i B a 506 How postive clear and cager was the use of the Corporate gresting 1 a a F TM Did the rap manage time eftactively 1 ae TOW How welldid the rep vary the tone and speed of speech i a a F bers found 24 Page i of 1 oe PPP Create New Back to Farms New items can be added and the description can be edited if needed The weight of an item is the number of times that an item must be counted in comparison to other items All form level scores consider the item s weight 175 Editing QueueMetrics settings If you average an item with a score of 50 and one with a score of 100 each weighting one item you have an average of 50 100 2 75 If you average an item with score 50 and weight 2 and one with score 100 and weight one you get 50 50 100 3 66 A shortcut item is an item that if failed will fail t
102. the configuration wizard unattended mode default autoconf fileusers Defines the default users file definition will be shown in the configuration wizard page and will be read by the configuration wizard unattended mode default autoconf filequeuelog Defines the default queue log file will be shown in the configuration wizard page and will be read by the configuration wizard unattended mode default autoconf realtimedrv Defines the database technology used by asterisk to read write the realtime database as Java Driver package For MySQL the default value is com mysal jdbc Driver default autoconf realtimeuri Defines the realtime database location and authentication parameters in jdbc format Obsolete parameters Property name default showLostCallsWhenFiltering If true lost calls are shown when running a report in filter mode This is usually false as all lost calls would be shown even if you run a report for a single agent 243 Appendix E Icons used by QueueMetrics The following icons are used in QueueMetrics Listen to this call VNC monitoring of this agent Close this ongoing call This agent is associated to the queues stored in Asterisk s internal database Show multiple stints for this call O a o O 5 o o y Show call detail Inbound call Edit Delete Edit the set of agents that work on this queue Export to Excel Export to CSV Export to XML Print this page in printer friendly mod
103. the image above Set the AGAW lookback period which is the length of time in minutes in the past that is used for the realtime analysis The AGAW Attention Levels are alarms that can be set as values in seconds to trigger alarms for the queue or the agent Once this form has been completed select Save and proceed with the installation of the AGAW Client as described in the following chapters 11 3 Agents the AGAW client The AGAW client is used by each agent taking part in the AGAW project and receiving statistics lt is currently deployed as a Firefox Chrome extension the facade component was meant to be modular so it is well possible that other front ends will be written in the future 114 The Agent Awareness subsystem AGAW 11 4 Installing with Firefox AGAW can be installed in Firefox by browsing the Licence page of QueueMetrics and clicking on the Firefox link It will work both in Windows and Linux versions of Firefox i Demo Admin Administrator IE Cl a dh Your Logo QueueMetrics E call center monitor i Home Licenee infonmacian Salve ralnase Loway QururMetics 12 2 5 E 3955 2072 04 13 12 13 Firelox chenk version 0 2 6 Install maw Firetax Chrome WAL FHpulszaw qa 5000 quosuemetticsiqa_aque_ficads_ajax do Licenced toc LOWAY CA install new licenge key Maximum licensed agents 55999 SA3 Licence expires on Operaling System 0 5 Linux Vea 2 6 178298 12_ 7015 11466 Java Rurdime V
104. the page generating a JSON document 19 Chapter 7 The real time status panel The real time status panel can be accessed by clicking the Start real time monitoring label from the home page It will show a page similar to the one below ats Demo Admin Administrator S gt O PE Your Logo QueueMetrics call center monitor Home Realtime Live Broadcast L pelate Reload Recap Calls Agents Queves Agents Location Group Superv Reload 1019 1349 18s Show Show gt Show AN Members gt afi gt No gt Queue s GAII ucut N agenis Ready agenda Un piuse Unk Hay A Calls waiting Un phone nomad Un phone outbound all selected 4 I a 0 o RR a giak Li o o a Lt fi F i gheupport ri o fa 1 o I Export as Bf lt gt Calls bolng processed Queue Caller Entered Walting Duration Agent Sry qlaales 35487 1 k 655 qizaks LETEN 1 In 17 00 FP qep TAII le 7 F b Export as PE lt gt Agents currently logged In Agent Last logon haces Extension On pruse Srv Last coll On queve E Martin 11 04 Creda 12 sipfagent i i qlsales E we 11 04 09 44 36 sipvageew 102 qhasa E Fisch 11 04 00 44 38 pagea 103 A WEE ghapon alan LAM 0540548 iplapent 104 yapa F Export as E 7 4 On the top of the page there is a control table showing the last update timestamp and other dropdown selectors as specified below e Reload It defines the update period will be used to refresh the sho
105. time_id The time columns sqlPreset use_timestamp True time is a Unix timestamp False time is an SQL date time sqlPreset f_verb sqlPreset f_partition May be left blank for partition less schemas sqlPreset f_data2 sqlPreset f_data4 sqlPreset f_data5 sqlPreset f_incr The order preserving index column May be left blank but this may lead to incorrect results Realtime Page 23 System preferences Property name realtime calls invisible Is the calls panel in the realtime page invisible by default O false 1 true realtime agents_invisible Is the agents panel in the realtime page invisible by default O false 1 true realtime members_only Are not the only agents to be shown on the realtime page those who are known for the queue 0 false 1 true realtime refresh_time In how many seconds is the realtime page to refresh realtime use_sql_ now 0 analyze all available data 1 analyze all data which timestamp is lower than the current NOW function Do not change realtime startHour The starting hour of the day in order to compute realtime report It can be either a fixed hour e g 3 from 3 00 AM or a sliding window if prefixes with S e g s3 the last three hours Default value is O from midnight A useful value is also 24 yesterday s midnight realtime all_ subqueues Enable default showing of all subqueues if set to 1 realtime waitAlarmOnLiveCalls Decide whether to check for alarms
106. to exclude specific calls when reviewing The retrieval of audio causes a similar problem first audio retrieval was not really made for batch access so seek times for individual files may be in the order of one per seconds secondarily those files may well require a large disk space when preparing the batch The call export feature works in batches that is at any given time there are a set of batches that an administrator creates and that are to be exported Each of them has a name and a status This is the life cycle of a batch e An administrator creates a batch for a given data export needed and gives it a meaningful name e g Client X week 02 10 The batch is now in state Open Users holding the correct key will be able to add calls to the batch that is when they run a report in QM on the Taken calls page they see a button that invites them to add the selected set of calls to the open batches They can repeat this process as many times as it is needed If the same call is added multiple times to the batch it only appears once e When the batch is ready the administrator closes it When the state is Closed it is not possible anymore to add calls to that batch e When the batch is Open or Closed it is possible for the administrators to see the list of calls in the batch and to listen to their audio video attachments Individual calls may be flagged as Do not send those calls will appear in the batch but will not be show in the
107. to the secretary When a button is associated to a dial action when pressed it will be highlight in yellow as shown in the picture below call center monitor wae Alice Individual agents E o s a 0 your Logo QueueMetrics Active calls for agent Alice Agentti Agent is currently logged on Reloadnow Logon Log of Ada Member Remove Member Pause Unpause Entering at Waiting Talking Caller ID Queue URL Status Transfer to Outcome O23 124341 0 13 0032 104 Prova 200 Tanminated a Call Details Signal Problem aE Unused Secretary A sesion informal lam t page will reload gubsmalically rorreare Please note that buttons will be hidden if there is not at least one button enabled To have more details on the configuration key details please read Appendix D System preferences 8 4 Auto refreshing the agent s page Active Polling In default mode QueueMetrics asks for an agent to push the Reload button on the agent s page in order to refresh the page This was needed to avoid hammering the server with hundreds of requests at once Since QueueMetrics 13 04 it is possible to have the agent page reload automatically when running the Row Cache and you can therefore have a screen pop that is completely automated The idea is that a very lightweight transaction is run to check whether there is new data that might involve the agent if there is a page refresh is performed an all
108. url is then the address of the local machine when a person connects to it s he is asked for a password and then the screen is displayed through a Java applet They report this setup to be very simple and working very well 24 10 Enabling Agent s page actions In order to enable actions on the Agent s page 216 Configuring Asterisk for QueueMetrics e Check that all actions are enabled in the properties this means that callfile actionname enabled true e Check that a Manager API is configured correctly for the server e Check that the dialplan on the server contains the appropriate commands for this action A sample queuemetrics context you can include easily within a standard dialplan using call back agents is provided as a reference As of QM release 12 10 it is possible to set input validation for both the agent code and the extension As an example by setting the key realtime agentRegexp 1 d d you are defining that the agent code must start with a one and cannot be more than 3 digits while by setting the key realtime extensionRegexp d d d 0 you define that the agent extension must be four digits and must end with a zero Please note that the backslash in the regexp has to be written as ll in the configuration properties file 24 11 Enabling XML RPC call listening and streaming It is possible to run remote audio monitoring of both completed and ongoing calls using third party monitoring tools for example OrecX As QueueMetr
109. very easy to do e g imagine you have a piece of dialplan where you are going to call queue g sample and you have the DNIS code in the MYDNIS dialplan variable and the sequence of keys pressed as MYIVR exten SN ee ee eset exten 1s nO tetekos as Sanl e UNTOULID NONE INFO DID Ss MyDNS I exten gt s n QueueLog q sample UNIQUEID NONE INFO IVR S MYIVR exten gt s n Queue g sample nt 60 exten S N sees eet ee There is no predefined format for DNIS and IVR information QueueMetrics just handles it as free form text strings It can be optionally decoded by creating values in the IVR and DNIS configuration pages You can output only one record or both or none depending on what you need 24 16 Enabling Hotdesking in the agent page Since the demise of AgentCallBackLogin it has been hard to do hotdesking in Asterisk that is having agents that work on queues because of their competences and not because they are sitting at a given extension With QueueMetrics 1 6 1 hotdesking is very easy to implement and it has no downsides because e itis completely transparent to Asterisk e you can emulate the single sign on behavior of AgentCallBack and still have the flexibility of adding removing members as needed on a queue by queue basis e call recordings agent monitoring and all other functionalities are unaffected Requirements e QueueMetrics 1 6 1 or newer e MySQL storage model e Asterisk 1 4 or 1 6 24 1
110. you on which server an agent was working in case you set up a cluster of Asterisk servers It is possible to sort the table for each title in either descending and ascending order To do this click once on the desired title for descending sort and twice for ascending sort Once the table is sorted an arrow symbol will appear close to the title so you know on which column it was sorted last As the sorting is done on the client machine it may take a while with very large tables 4 11 6 Pause activity details This table shows the specific pauses that each agent took and the pause code that was entered for each pause It also shows whether the pause taken was considered to be billable or non billable Pause activities detail ip b Export as E Agent Ext Code Activity agert104 rag 30 Lunch John Doe 101 123 0 Lunch agentit 455 Ei Back Office agentit 183 30 Lunch John Dos 101 123 0 Lunch agent ios 456 3 Back Office agent 104 T83 a Lunch John Doe 101 123 3 Lunch agenti03 456 a Back Office agent 104 rag 3 Lunch John Doe 101 123 a Lunch agentA103 455 3 Back Office agent Taa Ei Lunch Billable Start hour Ho 06083 000701 No 0603 0004 11 Yes 0523 CIJ No 063 00 07 01 Ho 0623 00011 Yes 0633 000231 Ho CGS AH Ho 0623 01411 Yas OSS 001431 No 0623 001701 0623 001311 Yes Oe ke eH DERI KIDI 4 11 7 Agent history popup If you click on an agent s name a new popup will appear with full h
111. 0 second increments the time frame and increment can be modified by the administrator if needed see Section 6 1 4 OK04 Service level agreement You get a percentage of how many calls were lost within X seconds the percentage includes calls lost in a shorter time frame and therefore grows with time The delta value you see is the absolute increment expressed in number of calls between each time frame while the Offered column displays the result of the taken calls divided by the total taken plus the total lost The graph reports the percentage of how many calls were not answered within X seconds as reported in the table Shortcut code UNO6 XML RPC code KoDO UnansByLen 46 Report Details Parameters 6 3 7 UNO7 Inclusive SLA computed on both answered and unanswered Calls Inclusive SLA computed on both answered and unanswered calls i 10 20 i 40 50 60 70 80 an 10 11 12 Hangup H Calls Delta oe Within 10 secands 1561 35 6 WIR Within 20 seconds 1823 262 100 0 rn Within 30 seconds 1823 a 100 05 MON Within 40 seconds 1823 a 100 05 PI Within 50 seconds 1823 oO 100 III Within 60 seconds 1823 o 100 0 PEA Within 70 seconds 1823 0 100 0 PI Within 80 seconds 1823 o 400 0 E Within 90 seconds 1823 0 100 0 Within 100 seconds 1823 o __ Within 110 seconds 1823 o 100 095 O Within 120 seconds 1823 100 05 ll ee gt Export as lt gt The inclusive SL
112. 0 0 100 0 03 30 38 12 48 75 0 100 0 100 0 100 0 100 04 100 04 100 0 100 0 100 0 100 04 100 04 100 04 04 00 8 12 48 75 0 100 0 100 0 1000 100 0 100 0 100 0 100 0 1000 100 0 100 0 1004 04 30 6 12 48 75 0 100 0 1000 1000 100 0 100 100 04 1000 10004 100 0 1000 100r 05 00 3 12 48 750 1000s 1000 1000 100 0 1000 1000 1000 1000 1000 1000 100 05 30 3 iz 48 75 0 100 0 1000s 100 0 100 0 1000 100 0 100 0 toos 100 0 100 0 LS 06 00 36 12 48 75 0 1000 1000 1000 10003 1000 10003 100 05 1000 1000 100 0 1000 06 30 35 12 4B 73 05 100 05 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 07 00 35 12 de 75 05 100 05 100 05 100 05 100 05 100 05 100 05 100 0 100 0 100 0 100 05 100 05 07 30 38 12 48 75 05 100 05 100 01 100 0 100 01 100 01 100 01 100 01 100 01 100 055 100 055 100 055 08 00 8 12 48 75 0 100 0 100 0 TT 100 0 100 0 100 0 100 0 100 0 100 0 100 056 08 30 8 12 4g 75 0 100 0 100 0 1000 100 0 100 100 0 100 0 100 0 100 0 10004 100 0 09 00 6 12 48 75 0 1000s 100 0 100 054 100 0 1000 10004 1000 1000 100 0 1000 10r 05 30 36 12 48 Th 0 100 1000s 1000 10004 1000 1000 100 0 1000 1000s 1000 10 10 00 6 12 48 750 100 0 100 0 100 0 100 0 1000 1000 1000 100 0 1000 100 0 1000 10 30 35 12 47 74 5 IODOA 100 0 100 0 100 0 1000 100 0 100 0 1000 10003 dobos 100 0 The incl
113. 0 and use the user dial with password bingo to log on 7 13 Help My Real time and Live pages display different results In this case most likely the Live page is correct This is due to the fact that sometimes Asterisk will not log some events correctly and so the status of the call center inferred from the queue_log file may end up not being correct If this happens to you e Log agents off and on again e Check that Asterisk is correctly installed e Check that error queue exist e g timeouts log their status correctly e If you think that what QM shows on the Live page is wrong you can get a trace of the dialog involved by setting the property manager dump See Appendix D System preferences 86 Chapter 8 The real time agent page QM lets each agent have his her own page where they can see the current flow of calls they have just answered and launch external CRM web apps Since release 14 0 6 QueueMetrics includes a new real time page based on movable resizable and draggable panels Information on this page is on Section 8 7 The new Realtime Agents Page This is quite useful because the agent can e see their own status i e whether they re logged on or they ve been disconnected e see their last calls including information like Caller ID duration and waiting times e see from which queue the call is coming even if they lost the announcement message e launch external web apps like CRM software that might be
114. 00 0 TOO 100 0 100 0 100 05 100 055 A amp Inclusive SLA computed on both answered and unanswered calls Harp Delta Within 10 seconds Within 20 seconds 20 Running a report The report shows e How many calls were lost e The average waiting time before disconnection e The average queue position at disconnection i e how many calls the queue had to dispatch before connecting the caller to an operator e The minimum and maximum wait times e The minimum and maximum queue position at disconnect e The average minimum and maximum initial queue position and the coverage given for this computation As with answered calls this report is computed twice the version on the left is for all calls monitored while the version on the right only holds data for calls that were complete at the moment the analysis was run 4 7 1 Disconnection causes This report shows the relative magnitude of disconnection causes that are e The caller hung up or e The queue timed out and discharged the caller if this feature is enabled by the queue configuration see Chapter 24 Configuring Asterisk for QueueMetrics or e The caller exited the queue by pressing a key if this feature is enabled by the queue configuration 4 7 2 Unanswered calls by queue If more than one queue is in use for the report this graph shows the relative magnitude of each queue 4 7 3 Unanswered calls distribution by length This report is
115. 00 0 i i Wor 105 10s Hedresaay 0 0 E Os Dz Thursday 0 0 5 Os Os Friday DCHA 2 Os Os Saturday 0 0 E Dz s Sunday 0 0 5 Os Os 25 Running a report 4 10 3 Call distribution per day of week This report shows the weekly behaviour of your queues The longer the analysis period the more significant its results will be The total numbers of call lengths wait time for answered calls and wait time for unanswered calls are plotted for each day of the week 4 11 Understanding results Agent activity Agent activity refers to the behaviour of Asterisk defined agents If you connect you queues straight to telephone terminals this section will always be empty Each agent may be flagged as being a member of four priority groups e Main the agents usually answering the queue e Spill the agents answering the queue if all Main agents are busy or unavailable e Wrap the agents answering the queue if all Main and Spill agents are busy or unavailable e Undefined this agent is not a member of any priority group for this queue This feature is useful if priority groups are used in the queue configuration If they are not used just assign all agents to Main for each queue If an unknown agent appears on a queue it will be marked as Undefined written in red Agent names are written in blue and are clickable if you click on them in any of the graphs you will be lead to a popup that detail the logon and
116. 00 20 47 0 20 John Doe 104 123 a0 Ho 04 01 00 22 37 04 01 00 23 37 1 00 agent103 456 31 No 04 01 00 22 57 04 01 00 23 27 0 30 agent104 789 a0 No 04 01 00 25 27 0401 00 25 4F 0 20 John Doe 104 123 W No 04 01 00 27 37 04 01 00 26 37 1 00 agenti103 450 31 Ho 04 01 00 27 57 04 01 00 25 27 0 30 agentiga rag 0 No 04 01 00 30 27 0401 00 30 47 0 20 John Doe 101 123 30 Ho 04 01 00 32 37 04 01 00 33 37 1 00 agents 456 31 Mo 04 01 00 32 57 04 01 00 33 27 0 30 agentis 739 30 No 04 01 00 35 27 401 00 35 47 0 20 John Doe 104 123 30 Mo 04 01 00 37 37 04 01 00 38 37 1 00 agenti103 456 H Mo 04 01 00 37 57 04 01 00 38 27 0 30 agentii 79 30 Ho 04 01 00 40 27 04 01 00 40 47 0 20 John Doe 104 13 30 Ho 04 01 00 42 37 04 01 00 43 37 1 00 agendas 456 H Ho 04101 00 42 57 04 01 00 43 37 0 30 agent 104 rag a Ho 04 01 00 45 27 04 01 00 45 47 0 20 John Doe 104 123 a No 04 01 00 47 37 04 01 00 46 37 1 00 agents 456 31 No 04 01 00 47 57 04 01 00 46 27 0 30 agentii rag a0 No 04 01 00 50 27 04 01 00 50 47 0 20 John Doe 101 123 3 No 03 01 00 53 37 04 01 00 53 37 1 00 agent 03 450 31 No 03 01 00 5257 M401 00 27 0 30 agent104 rag I Mo 04 01 00 55 27 04 01 00 35 47 0 20 John Doe 101 123 0 No 04 01 00 57 37 04 01 00 56 37 1 00 anni ate 34 Ela Aima ACT ET hapa A o a This table shows the specific pauses that each agent took and the pause co
117. 1 The queuemetrics context exten gt 25 1 Answer exten gt 25 2 NoOp QM AddQueueMember v1 4 Agent AGENTCODE on queue S QUEUENAME made by S QM_LOGIN with prioritylabel OM_AGENT_PRIOLBL and prioritynum QM_AGENT_PRIONUM rent 25 5 h0eOueucMember ts OUBUENAME Local sa XeCENT CODE irom imtermea lo exten gt 25 4 Hangup 26 and 27 Agent RemoveMember These extensions targeted to asterisk 1 2 the first for asterisk 1 4 the second dynamically remove an agent to the specified queue The variable AGENTCODE and QUEUENAME is defined The following example explains how the feature works exten gt 26 1 Answer exten gt 26 2 NoOp QM RemoveQueueMember v1 2 Agent S AGENTCODE on queue S QUEUENAME made by S QM_LOGIN exten gt 26 3 system echo Si EPOCH S UNTOUPID S OURUENAME Local AGENTCODE from internal REMOVEMEMBER gt gt var log asterisk queue_log exten gt 26 4 Hangup exten gt 27 1 Answer expen 21 2 NOOP TOM RemoveOucueMember vL 4AP Agent gt AGENTCODE on queue S QUEUENAME made by S QM_LOGIN expen 92 57k MovecoucueMember oy OURUENAME oca l s A CENT CODE Ve irom i1mberna ll exten gt 27 4 Hangup 28 Agent custom dial This extension lets able the agent to dial extensions through outbound queues from the agent s live page The variable AGENTCODE EXTTODIAL and OUTQUEUE is defined Is possible to force a specific caller ID uncom
118. 1 a 123 Selezione 1 2 3 F lema found 3 Page 1 afi NES rs Create New This list is used to decode the display of known IVR selections and DNIS numbers Both configuartion pages behave the same way 184 Editing QueueMetrics settings If you know that your Support IVR selection is 1 3 4 you could create an IVR entry of 134 that decodes to Support 1 3 4 O This surely makes the display easier to read Elements that are not listed in the editor are displayed with the string they are recorded with at the Asterisk level IVR entries are also used to decorate IVR menus in IVR path traversal analysis You simply add the name of the IVR menu and the decoded value 21 15 Configuring paged call lists It is 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 when running a large result set To set this up from the Home page you select 93Edit Reports 94 which leads to the 193Configure QueueMetrics reportsi94 page Cfg Reports tab Click on the 93All reports 94 link and you will be shown all current reports At the bottom of the screen select 193Create New 194 Enter a Short Name such as 93New 94 and a Title such as 193New Blocks 94 you can choose different Name Title if necessary Also the Visible in All Reports field should be set to 93Yes 94 Now Save it Go back and select 193New Blocks 94 which leads to the 193Rep
119. 1 6 1 1 Default page Unanswered calls Shortcut code UN17 XML RPC code KoDO OverviewOkKo Parameters o o seas UD 6 3 18 UN18 Inclusive Answered SLA Inclusive Answered SLA 40 20 o 0 3 10 15 20 30 40 50 60 FO BO g 10 11 12 Hangup N Calls Delta Within seconds 1 12 5 Within 10 seconds 3 2 37 5 Within 15 seconds 1 50 0 Within 20 seconds 4 0 50 0 Within 30 seconds 4 50 0 PM Within 40 seconds al 50 0 nl Within 50 seconds 4 o 50 0 aa Within 60 seconds a O 50 005 PR Within 70 seconds 4 O E a Within 20 seconds 4 fil cggu M Within 90 seconds A fi E0 0 M Within 100 seconds 4 0 50 0 SAN Within 110 seconds 4 a 50 0 LL Within 120 seconds 2 0 50 00 In gt Export as EE lt gt 51 Report Details The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 6 2 Service level agreement with the difference that it is computed taking into consideration both answered and unanswered calls The difference between UNO7 and UN18 is that the number of calls in UN18 is only the number of taken calls within the given answer period while in UNO7 it is the total number of taken and lost calls within the time period The graph reports the same information found in the table but in a way that is easier to read The time frame and increment can be modified by the administrator if needed see Section 6 1 4 OK04 Service level agreement Availa
120. 201 18 16 41 0 08 005 John Doe 101 A P Expori as E E 1B une Agents currently logged in Du Agent Last lagen Crete sk Extension On pause Sm Last call On queue John Doe 104 GSF 15 40 49 Inbound aiaga Inbound F J b Export as BE 47 welts co Choss L EL Hangup r o er fay gt Tranatar El Montor now e VNC Monitor agents via a VNC remote session e IM Begin an Instant Messaging session with an agent e QA Access the QA Form for the specific call must have the QA_TRACK key enabled e Close Close the call in the QM log but not in Asterisk must have the CLOSECALLS key enabled e Hangup Close the live call in the PBX must have the RT_HANGUPCALL key enabled e Transfer Transfer the call to another extension must have the RT_TRANSFERCALL key enabled e Monitor now Start a listen in chanspy Asterisk session must have the MON_AUDIO key enabled To have precise realtime reporting a perfect clock synchronization is required lf your QM is on a different server make sure the clocks are exactly aligned or you may see strange values in all fields The NTP protocol offers excellent clock synchronization precision and is available on most operating systems 7 3 Agents currently logged in A list of available agents for all queues is displayed in this field For each agent the name last log on and extension if logged in via call back is provided A graphical indication of the status of each agent is shown using a colo
121. 211 121 10 0 m 311 122 10 0 PA b Export as This graph shows how many calls were transferred to each extension in the given time frame This lets you know who is handling exception calls when a Call is transferred outside the queue system its length is no more recorded by the queue subsystem therefore you only get to see the length of the call while the agent was on line Default page Answered calls Shortcut code OK06 38 Report Details XML RPC code OkDO Transfers Parameters See also 6 1 7 OKO7 Answered calls by queue Answered calls by queue g a Queue N Calls q2 405 409 95 EE b Export as If more than one queue is in use for the report this table shows the relative magnitude of each queue The graph reports the percentage associated to each queue in the table Default page Answered calls Shortcut code OKO7 XML RPC code OkDO AnsweredcallsByQueue Parameters See ao OOOO O S 6 1 8 OK08 Answered calls by direction Answered calls by direction Direction N Calls inbound calls 0 0 0 E Outbound calls 0 0 0 Undefined 611 100 05 A b Export as If more than one queue is in use for the report this table shows the relative magnitude of each queue Inbound queues are marked with the symbol while outbound queues use the symbol The graph reports the percentage associated to each queue in the table Default page Answered
122. 222 0 10 37 00 3H 0 10 55 50 q2 222 0 10 37 00 3H 0 10 55 40 P Export as gt The following metrics are extracted and broken down by queue e N of lost agent attempts i e the agent was called but not responding e The average ring time for lost attempts 54 Report Details e The total ringing time for lost calls e The number of taken agent attempts i e calls answered e The average ring duration for taken calls e The total ring time for taken calls Shortcut code ATO2 XML RPC code DistrDO AcdByQueue See also 6 6 3 ATO3 ACD attempts by terminal ACD attempts by terminal Agent N lost Avg ring Ring 5 N Taken Avg ring Ring s John Doe 101 0 00 111 0 00 0 00 Mike Boo 102 222 0 10 37 00 223 0 15 55 50 agent 103 222 0 10 37 00 112 0 10 18 40 agenttia 1 0 08 0 08 222 0 10 37 00 gt Export as lt gt This graph breaks down agent attempts by the agent that was called The following pieces of information are extracted for each agent e N of lost agent attempts i e the agent was called but not responding e The average ring time for lost attempts e The total ringing time for lost calls e The number of taken agent attempts i e calls answered e The average ring duration for taken calls e The total ring time for taken calls ee See also 6 7 Historical reports Call distribution by day The call distribution report shows when calls were handled when calls were los
123. 3 0 0 0 0 0 0 Ivr x gt r 8 3 1 33 3 2 66 7 2 1 0 0 0 1 100 0 23 1 0 0 0 1 100 0 24 1 1 100 0 0 0 0 b Export as E 0 This block shows e The IVR paths examined in total as the sum of all choices e For each IVR path the choices made on that path prepended by For each path the following information is computed e The number of calls traversing that path e The number of IVR goals reached immediately after that path a goal can be a queue or an activity expressly earmarked as a goal e The success rate as the percentage of goals on all calls that entered the menu e The number of hang ups made in that IVR menu e The attrition rate as the number of hang ups versus total number of calls Available since 13 03 Default page IVR Shortcut code IVO1 XML RPC code IvrDO lvrReport Parameters o See also O O O OO 6 13 2 IV02 IVR Timing IVR Timing IVR path N calls Average time Total time Minimum time Maximum time jur 2 5 0 02 0 10 0 00 0 10 1 5 0 02 0 10 0 00 0 10 wr 2 mnr 8 4 0 10 0 41 0 06 0 14 1 2 0 10 0 20 0 06 0 14 2 2 0 10 0 21 0 10 0 11 jur 9 1 0 00 0 00 0 00 0 00 1 0 00 0 00 0 00 0 00 IWT 3 3 0 06 0 20 0 00 0 10 1 3 0 06 0 20 0 00 0 10 IWT X mr 8 3 0 10 0 30 0 10 0 10 l 1 0 10 0 10 0 10 0 10 3 1 0 10 0 10 0 10 0 10 4 1 0 10 0 10 0 10 0 10 gt Export as E This block shows e The IVR paths examined in total as the sum of all choices e For each IVR path the c
124. 6 1 How it works Set the following properties within the configuration properties file as follows default queue_log_file sql P001 lt change as needed Calltile dir tcp admin amplli i27 0 0 1 lt gt gt change as needed default rewriteLocalChannels true 220 Configuring Asterisk for QueueMetrics callfile agentlogin enabled false callfile agentlogoff enabled false default hotdesking 8 6400 Make sure that extensions_queuemetrics conf is loaded in the Asterisk dialplan you need to use the extensions _queuemetrics file that comes with QM 1 6 1 or newer This setup means that we access the queue_log file through the database connect to Asterisk over AMI to send commands rewrite agent codes do not use Agentcallback style agents and enable hotdesking Now we use a piece of dialplan like this one when we associate an agent to a queue Imagine we have AGENTCODE set to 200 the agent s login code and AGENT_EXT set to 123 thi sis the SIP extension code exten gt 35 3 QueueLog NONE UNIQUEID Agent AGENTCODE HOTDESK SIP S AGENT_EXT exten gt 35 4 AddQueueMember myqueue SIP AGENT_EXT This logs on Agent 200 to queue myqueue tracking him as SIP 123 Note that from the point of view of Asterisk we only see that extension 123 is made a member of the queue When you logoff pause unpause agents you always work at the SIP level the actual extension that is linked to the queue so there is no need to cha
125. 7 30 1 1 P 25 o 08 00 1 1 IA 25 08 30 4 1 P 25 05 00 4 1 a 25 o 09 30 4 4 AAA 25 1 10 00 1 1 A 25 0 10 30 1 1 PA 2505 o 61 Report Details The Queue Length report shows the average length of the queue for each period giving minimums and maximums The Steps computation shows how fast each queue progresses during the period expresses in steps per hour Note giving a meaning to the Queue Length reports may be hard in the case of composite queues Available since 1 6 0 Default page Call distribution by hour Shortcut code DHO6 XML RPC code CallDistrDO QPosPerHr Parameters See also 6 8 7 DHO7 Inclusive SLA per hour Inclusive SLA per hour Day Ans Unans Num 10 20 30 40 50 lt 60 lt TO 60 30 100 110 120 00 00 6 12 4E 75 0 100 04 100 0 100 054 100 0 100 0 100 0 1000 1000 100 0 1000 10r 00 30 36 12 48 75 0 1000 1000s 1000 1000 100 0 1000 1000 1000 1000 1000s 1000 01 00 36 12 48 75 0 1000S 100 0 100 0 100 0 100 0 1000 1000 1000 1000 100 0 1000 01 30 36 12 48 75 0 100 0 100 0 100 0 100 0 1000 1000S 100 0 1000 100 0 dobis 100 0 02 00 35 12 48 750 100 05 100 05 100 05 100 05 100 0 100 058 100 05 100 0 10 0 100 05 100 05 02 30 35 12 de 75 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 05 100 01 100 01 03 00 4 12 48 73 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 05 100 05 10
126. 7 D4 01 00 04 17 450 123 D 0 00 Mike Boo 102 04 01 00 04 17 04 04 00 04 18 301 0 0 00 agentM03 0401 00 00 27 03 04 00 04 15 aoe 1 0 30 agenvio4 0401 00 05 07 04 01 00 08 57 50 789 1 0 20 John Doe 101 04 01 00 04 27 04 01 00 09 17 450 123 1 1 00 Mike Boo 102 04 01 00 04 27 04 04 00 09 18 451 345 0 0 00 agentM03 0404 00 04 27 04 01 00 08 18 452 456 1 0 30 agente 0404 00 10 07 04 01 00 13 57 50 789 1 020 John Doe 101 04 01 00 09 27 D4 01 00 14 17 450 123 1 1 00 Mike Boo 102 04 01 00 09 27 04 01 0014 18 451 345 0 0 00 agent103 04104 00 08 27 04 01 00 14 13 452 456 1 0 30 agente 0401 00 15 07 04 01 00 16 57 350 789 1 020 John Doe 101 04 01 00 14 27 04 01 00 19 17 450 123 1 1 00 Mike Boo 102 04 01 00 14 27 04 01 00 19 18 451 345 0 0 00 agentiga 0401 00 14 27 04 04 00 19 13 452 456 1 0 30 agenti04 0404 00 20 07 04 04 00 23 57 350 765 1 0 20 John Doe 101 04 01 00 19 27 04 01 00 24 17 450 123 1 1 00 Mike Boo 102 04 01 00 19 27 04 01 00 24 18 451 345 D 0 00 agentit 04 01 00 19 27 04 04 00 24 19 452 456 1 0 30 agente 0404 00 25 07 04 04 00 26 57 450 765 1 0 20 For each agent session the start and end times are recorded together with the total duration in seconds If the agent logs on via the call back function the designated call back extension is shown The number of pauses and the total pause time in seconds is shown The Srv column tells you on which serve
127. 8 0 unans 48 Multi stint calls joined together 6 a All calls All calls l N calla answered hy onerators 13 If you are looking for an automatic way to export a full analysis to one file you should probably have a look at Chapter 18 Automating statistics download the ROBOT profile 4 6 Understanding results Answered calls The answered calls section deals with calls that were correctly handled by agents 17 Running a report The top panel shows e How many calls were handled e The average call length i e time the caller spends talking to an operator e The maximum and minimum call lengths recorded for the given time period e The total call length for all calls on all operators e The average call waiting time i e the time a caller was waiting on a queue before being connected to an operator e The minimum and maximum call waiting times on record e The total waiting time for all handled calls e The average initial position of the call in the queue e The minimum and maximum initial queue positions that have been detected e The queue position coverage as this information is not tracked for all calls this ratio shows the average number of calls that had queue position record You can see that the information above is reported twice on the left for all calls including incomplete ones and on the right for complete calls only i e excluding calls that were started before or terminated after t
128. 8 06 2007 28 25 Last update 21 8 Configuring agent groups An agent group is an attribute that is applied to an agent in order to keep track of their life cycle This is used as a filtering criterion in QM and is developed in the QA monitoring subsystem The idea here is that you can have e g New hires Regular agents Expert agents each agent group has a different icon that is displayed throughout QM whenever the agent name is displayed eae Demo Admin Administrator DE Y sf a fe Your Logo QueueMetrics call center monito Cetin ie ee tet is e de Home CigUsers CfoQueves CfgAgents CfgAgentGroups CfgLocations CfgOutcomes CigPauses CigQA CtgPerTrkRules Cig Repo Agent Groups Fite J Search Create New bema found 1 Page 1011 ee Jos Group Description Icon Key N Agents AG Standard agente z 0 F Dafaut Flat default group a 1 aF NH New Hires gt 0 F F Prabation Ej 0 XA Expert agents a 0 Rent found 1 Page 1041 L Create New You can select different icons by clicking on them in the editor Demo Admin Administrator E gt 0 p o Yo Our Ten QueueMetrics call center monitor Home Cha Users Chg Queues CfgAgents CfgAgentGroups Cfg Locations Cig Outcomes ci Pauses Cg GA Cfg Per Trk Rules Cig Repo Edit agent group details Name Description Probation ZTEI IT 0 lt lt Icon B9999797RHFEEG5555 53548 8258242824982 PATTI Security key
129. A Grading Mozilla Firefox a 10 10 5 25 8080 queuemetrics qa popup_qa_grade_ajx jsp HE Overall Performance Start time February 27 2012 16 03 Engagement Avg 0 0 Queue Queue 300 Resolution Avg 00 Agent John Doe 101 Business needs Avg 0 0 Agent Group Caller 201 AstClid 1330355025 3 20 Total score 041300 Avg Audio recordings Timer 0 00 Code Description Status WA Value Engagement EJ 18 S06 How positive clear and eager was the use of the Corporate greeting cou How well did the rep display courtesy 7 HE ENE Rate rep s enery level throughout the call 7 po TON How well did the rep vary the tone and speed of speech E CLE How clear and concise was the rep s vocalization and 7 NES pronunciation HOL Did the rep use the correct hold procedure 7 ooo DEE Did the rep avoid deed air po Lis Did the rep display active listening skills po CLO How positive and appropriate was the call closure phase fC Resolution After the call list table if enabled by configuration as explained in Section 21 19 Configuring system preferences a table lists the AGAW information related to the atomic queues the agent is working on For more information about the AGAW subsystem please refer to Chapter 11 The Agent Awareness subsystem AGAW To avoid hammering the QM server with excessive work only the last piece of the log is ana
130. A corresponds to the Service Level Agreement metrics shown on Section 4 6 2 Service level agreement with the difference that it is computed taking into consideration both answered and unanswered calls The difference between UNO7 and UN18 is that the number of calls in UN18 is only the number of taken calls within the given answer period while in UNO7 it is the total number of taken and lost calls within the time period The graph reports the same information found in the table but in a graphical way The time frame and increment can be modified by the administrator if needed see Section 6 1 4 OK04 Service level agreement Available since 1 6 0 Default page Unans Shortcut code UNO7 XML RPC code KoDO InclusiveSLA Parameters See also OK04 UNO6 UN18 Inclusive Answered SLA 6 3 8 UNOS Unanswered calls by key press Unanswered calls by key press Key N Calls ons T 123 50 0 NO Export as BE lt gt If there are any calls that are were set unanswered because the caller pressed a key to exit the queue this graph shows which keys were pressed and how many calls were terminated for that reason 47 Report Details Shortcut code UNO8 XML RPC code KoDO ReportKoKeyPress Parameters o See algo UD 6 3 9 UNO9 Unanswered calls by stints Unanswered calls by stints Number of stints N Calls 4 206 100 03 M b Export as E This graph tells the stint distribution of unan
131. All percentages are calculated on the call class they belong to i e a 50 of Unanswered calls on one day means that 50 of all unanswered Calls for the period happened during that day not that 50 of calls were lost For each metrics the total number of calls is shown together with average minimum and maximum times Graphs are plotted on the total number of calls broken down and on the averages It is possible to change the interval in the Hourly graphs so that you can have reports break down calls e g by half hours or hour quarters by changing a value in the QueueMetrics master configuration file Home Answered Unans Area Att Distrib Agents Outcomes All Report Details Atomic queues considered 00 All Period start date June 23 2007 0 00 Period end date June 23 2007 23 59 Total calls processed 1 002 75 0 ans 25 0 unang Answered call distribution per day Day Num Answered calls Avy Min Max Awg duration 2007 06 22 1 01 0020 Tw ta PA b Export as E 0 Answered call wait time per day Day Num Answered calls Anny Min Max Avy wait 2007 06 23 750 50 5 is 10 20 PExportas HE gt Unanswered call wait time per day Day Num Unanswered calls Avg Min Max Avg wait 2007 06 23 251 100 0 PExportas gt gt Sales per day Day Conv Sales Contacts 2007 06 33 40 0 250 100 0 4 10 1 Call distribution per day Calls both taken and lost are shown per specific day Days wit
132. F 30 G DFE Abandon 1 oor 1 o 1 160508 Ai 30 DPS Abandon 1 ooo 1 1 MA EI at DFS Urns need yel 00 O HOS 0 j 1 17 35 53 O66 37 DFS Abandon 1 005 4 1 143407 219 Configuring Asterisk for QueueMetrics And the same will happen for the real time screen Calls being processed Queue Caller Entered Waiting Duration Agent Sm amp Ors 37 15 12 38 0030 a PExport as o By clicking on that icon a popup will appear that will ask for the length the call should be closed to This length refers to the wait duration if the call is not answered and the conversation time if the call is answered It is possible to change that from the default 5 seconds by setting a configuration property If the call has already been closed in the meantime or you re doing this operation twice QM will report that the call has already been closed if you do this on calls that are still ongoing you will risk having duplicate data on the report So don t use this feature unless you know what you are doing The required security key must be manually assigned only to trusted users 24 15 Tracking DNIS and IVR information In order to track IVR information it would be advisable to follow the newer logging format defined in Section 9 2 2 Implementing IVR tracking In order to keep track of DNIS and IVR information that relates to each call you have to write special records on the queue_ og file that QueueMetrics parses This is
133. FILE_LENGTH size of the audio file displayed as returned e FILE_ ENCODING encoding of the audio file eg mp3 e FILE_DURATION duration of the audio file In case multiple values are to be returned because e g the call is split into multiple recordings then the following format must be used e FILE_FOUND true e FILE_LISTEN_URL MULTI http url1 http url2 http url3 FILE_LENGTH 100k 50k 120k FILE_ENCODING mp3 mp3 mp3 e FILE DURATION 1 00 0 30 1 20 As you can see the listen URL starts with the string MULTI and has multiple values separated with space The other parameters also hold multiple values separated by space e QMAudio listenOngoingCall This function is used to query for an ongoing inbound call If found QM will launch a new popup to open the player which URL is returned This function has in input the following parameters e ServerlD ignore for now e AsteriskID The asterisk call id as written in the second field of queue_log e Agent the name of the agent being monitored e g agent 101 217 Configuring Asterisk for QueueMetrics e QMUserlD the ID of the current QM user e QMUserName the name of the current QM user and it must return the following values e CALL FOUND If the call was found or not e CALL_LISTEN_URL the URL of the player e CALL_POPUP_WIDTH CALL_POPUP_HEIGHT width and height of the popup being opened Currently a double popup is opened e QMAudi
134. GAW system comes with a default activation key that will let you test the system with two agents only You can ask Loway for a time limited unlimited agents demo activation key for the whole AGAW subsystem If you try to run the AGAW loader for more agents than the licensed ones you get an error message on the system log 194 Editing QueueMetrics settings The AGAW activation key can be installed in the agaw properties file License key for the Agaw Runner Ao UIA aren este Vici ton A reer E ere E ea necere The AGAW activation key will be picked up immediately when the Runner restarts and licensing information will be printed on the standard output 21 20 4 Debugging with Runlogs Runlogs are text files that contain the very details calculations for each run are based upon so they make it possible to spot from where the figures displayed in the AGAW browser come from In order to run this it is necessary to e Enable this feature in the agaw runner sh script e Create a cron job to delete the generated files e g nightly or weekly as the result is extremely verbose e Make it possible for the administrative users to fetch the files remotely e g via a WinSCP client When this feature is turned on when administrative uses happen to find some incorrect data they should e Take a screenshot of the incorrect data e Write down the run id e Fetch the text file called agawrun_XXXXxX txt that is under the RUNLOGDIR directory where
135. Gs Oz 21 00 144 59 l ets As 20 gr 155 SE S86s 205 2300 T2 34 EEEEEs hos 20s Answered call wait time per hour Hour Num Answered calls Avg Min 00 00 72 3 4 1132 4108 4 10 2 Call distribution per hour Events are shown on a 24 hour distribution If this graph appears to be incorrect you have to run a Custom report setting the time zone accordingly see Section 4 3 Custom reports The total numbers of call lengths wait time for answered calls and wait time for unanswered calls together with sales and contacts are plotted for each hourly interval The size of hourly intervals can be controlled by the default hourly_slot configuration property making it possible to run this reports based on 30 minute 20 minute or 15 minute intervals Loway QueueMetrics version 1 0 b1 Opera Ble gdt vew Bookmarks Feeds Mal Chat Tools Help Answered call distribution per day of week Num Answered calls Avg Min Max Avg duration Os Os 0s 2s 1505 3 Oz Ox amp Dz Os 5 Ox Os E R Os Dx Os Answered call wait time per day of week Day Hum Answered calls Awg Min Max Monday ors s Os Tuesday 2066 100 0 133 105 Ds Wednesday ar 5 Os Os Thurecay Ore T Os Os Friday 0 0 Os Os Saturday Cre 5 Os Os Sunday Os g Os Os Unanswered call wait time per day of week Day Num Unanswered calls Avg Min Max Avg wait Monday 0 0 5 Dz Os Tuesday 896 1
136. IE WOLKS i26 2 002 asec taee A Rotate nie ee aaediae tained bas Geeta tated ta 140 142 Payroll WED Page 2 2255 354 lt 0i62sdedang titi bes ate dened anpd pees bee Odin damn Beenie d de daa Di 140 14 3 Editing the system queue lOO TG carios iia a dictadas 144 1 A A A O acacia cee Pies LAG Aided nea eaks 144 MUNFSUNE CANS i c0r ascctcunnnedisedane eee handcdednsed Pec sage stele trat ales date iia ees lina Denke bas saded ans 145 1521 Limitations and Side CneCls 2222 lt cicctencceaeascendaet Gee prec eeeiieneres seen nena dees shed piee bee cicebaned meee eaee deed ance pue eee cece 145 Sie Multi stint Calls Queue Memes stories immed ducnanteascketaeeeded anda 145 THES VISWIOL S AAA an 2 ebchau dina had Doeiaiaedianinntetmesanehians sed Pas Teedinas ance tae sed dias shee Pema E ddan anc eres eae eiaed anes 147 16 4 Setting up VISITORS in a real life SCONANO sers piecas Bees cab cae date ir tse daigd dar ltda ideas cadete 148 Usmo SUDSIVISONS c02 A A A nae tied hud Peete eicedanee teat nee iad ied Sema Ea n EET eae es 149 Automating statistics download the ROBOT profile 0 0 cece cece EEE EEE 150 18 1 Generate PDF and XLS reports and send them by e mail cc cece nn nn rr 151 18 2 Setting p a Selfservice wallboard sereset inaring ani nerd lining paws dee a in a aA Tni awe drid deen kaain ia 151 Storing queue data on MySQL 2 2256 52 62 5202222 2toccsed dod ea tiecstes dict actus seed dies eee iecedcescce
137. N_VNC MON_AUDIO RT_ADDMEMBER User can add agents to a queue from the realtime RT_REMOVEMEMBER User can remove agents from a queue from the realtime page RT_PAUSEAGENT RT_UNPAUSEAGENT User can unpause agents from the realtime page RT_SENDTEXTAGENT User can send a SMS to the agent s phone from the realtime agent Asterisk 10 only User can pause agents from the realtime page jo ja 9 RT_HANGUPCALL RT_TRANSFERCALL User can hangup a live call from the realtime page User can transfer a call to a specific extension from the realtime page User can edit the local configuration properties file SSAREPORT NEWAGENTPAGE Enable Self Service reporting for an Agent Turns on the new experimental Agent page TASKS BATCH_ADM BATCH_ADD BATCH DEL QA _CALREP TASKS TASKS REP USR_SYSLOG KEYUPDATE QA GRADER QUEUE LST VISITOR EDIT_CFG 229 Appendix C The queuemetrics context QueueMetrics is able to trigger a number of advanced functionalities like audio monitoring clients logging in going on pause etc right from the Asterisk dialplan You can check the current dialplan of a working Asterisk system from the Section 21 21 Using the DbTest Diagnostic O Tools page In order to make this portable and easy to understand we suggest to create a special context named queuemetrics in your dialplan where QueueMetrics will trigger functions through a callfile An example file that is ready to use for most c
138. Pi visitati y pe Admin Applications Connectivity Reports Settings Y Module Administration Please confirm the following actions Upgrades installs enables and disables QueueMetrics 2 11 0 1 will be installed and enabled Confirm Cancel At the end of the procedure you will find a new option on the Settings menu 104 Tracking IVR data ep 10 10 5107 admin config phpidisplay modules visitati Mb Come iniziare a Ultime notizie a Le promozioni HP Pid visitati ye Admin Applications Connectivity Reports Settings User Panel EN Advanced Settings Module Administration Asterisk API Asterisk IAX Settings Repositories Basic Extended Unsupported g Asterisk Logfile Settings Asterisk SIP Settings Check Online Upload modules Extension Settings Fax Configuration Music On Hold Module Version Publisher PHPAGI Config do PIN Sets Admin QueueMetrics Asterisk CLI 2 10 0 1 PreePE Peas Voicemail Admin a Backup amp Restore 2 10 0 41 SchMo00ecuuns cu _nabled Blacklist 2 10 0 1 FreePBX Enabled Bulk Phone Restart 2 1004 Schmoozecom com Enabled This opens a new page settings where you can enable the QueueMetrics IVR log routines Pi visitati Come iniziare 5 Ultime notizie 5 Le promozioni HP Qe Admin Applications Connectivity Reports QueueMetrics Lo
139. QUEUEMETRICS USER MANUAL Loway QUEUEMETRICS USER MANUAL Loway Table of Contents dice WARIS QUCUIGINICWICS gisi auction sd eds Oo dt aude aie echt ct tos leds 1 2 INS Alling QUEUCIMCUIGS sr dt tos 2 ale Prerequisites Deere a A tier ewes 2 22 re tequisites GCN isc acab 2 2 3 VEISION MUMDETING Sense leal als od 2 2A Were OnStar ainia A ni As da 2 AA la cs A A A E aE 2 2 6 Updating from a previous version of QueueMetrics occoococooocccccnccccnnccnnnn nr eee eee rc rr 5 eL MSti a licence Key di SAA A AA RO od 6 28 OGUN session IMP Cas an aaa a os Dad 8 2 9 Understanding basic security MECHANISMS uta as 8 2 10 Understanding QueueMetrics memory requirements cece cece ence eee eee e eee e eee eee eeeeeenneeeeeeeeeeeeeeengannneenes 8 2 11 Understanding QueueMetrics disk I O requirements 2 ccc cece cece cece eee ence nr nr rr 9 3 LOGGING On O QUCUGIMICIICS aaa a O AA ESA EN o 10 dl conse MONN aO ta a dsd 11 A TAUNMUING O ic ds dis diia ias 13 Ale QUICKHACIIVILY CEDOM Sci na pat od a a ociosos 13 RS A A a a eat Spears yeaa E wey Woes E a N sues eat aaa aa de 13 A GUSTO NM TOPOS aeti e 14 4 4 Understanding results Common header iii A a 16 4 5 Expono data OM CDOS alii as o 17 46 Understanding results Answered calls patin a E EAEE E A a aR AREE A N R Oss 17 47 Understanding results Unanswered Calls ui A teers naa bated a E a R 20 4 8 Understanding results Area code report
140. QueueMetrics and can be added to both incoming and outgoing traffic The call outcome will be defined by a numeric sequence that the agent will either key in on their telephone terminal or report through QueueMetrics itself through the Agents page QueueMetrics will not consider how the sequence is entered as long as it s present in the queue_log data it runs on Such records can be generated for example by an outbound dialler that is able to pre screen answered traffic To minimize internal searching costs the call activity must be entered either while the call is in progress or within one hour of its completion If more than one call activity code is entered the latest takes precedence over the previous ones CigAgents ClgLocations Cig Outcomes CipPauses Cig QA Home ig Users Call outcomes Fiber Search Create New Outcome 7 Description Key Contact OC Sale A Anagwenng Machine i e b Buby z F de Disconmeci d F pe dng De not cal anymene amp amp e Hei Awalabie ink ni Nod interested Lo e ng Ned Guni a 22 e sala Sake 3 d ter Transfer ta WR e Create New As you can see each outcome can set two flags a This call qualifies as contact The call qualifies as Qualified Contact and a This call qualifies as sale flag This will be used in order to produce statistics on traffic see section Section 4 12 1 How are Call Outcomes calculated If a call code is found but not defined thro
141. QueueMetrics is able to extract most of the data required for payroll generation from the agent sessions information reported by QM Through some special pages a supervisor can edit and correct that information before exporting 14 1 How it works Payroll is based on agent sessions and is displayed a as separate micro application within QM available only to agents holding a special key Each agent has a specific payroll code associated through the agents configuration page This payroll code identifies the agent in the payroll generated data file To Supervisors that can access to payroll subsection will be shown all punch times for a given period of time with the opportunity to zoom in display incomplete sessions and display sessions for one specific agent Supervisors holding a second special key are allowed to correct enlarge or restrict agent sessions given a set of rules that avoids overlaps with other agent activities to be further specified A third key allow enlarging agent sessions i e causing the cost to be more for the call center Payroll extraction is just manual the user should inspect payroll data and download payroll trace files to be loaded into external WR Timetracker for further processing Supervisors are able to see all punches and or to filter out some of them by agent group and or location All activity is logged into the QueueMetrics log subsystem Payroll information generated by QueueMetrics is based on a speci
142. QueueName l Agent The following parameter have to be passed by dialplan logic e Number the number you are trying to dial Needed for correct logging only e DialString the actual Asterisk dial string like SIP 34 or maybe IAX2 usr pass iax server 8885551 234 If you need additional parameters in the Dial command modify the AGI script manually e QueueName the outbound queue to be used for accounting Must be defined in QueueMetrics and must not exist in Asterisk e Agent the agent placing the call e g Agent 123 A working example might be the following exten gt 476 17 DeadAGl queuebDial yagi Ss Tte 34 cueue cuk l Agenk 10m The terminal SIP 34 is dialled and the resulting events are logged as if generated by Agent 101 working on queue out 1 Please note e The outbound queue should not be defined in Asterisk but must be in QueueMetrics e When running a QueueMetrics analysis some values are their own mirrors like the Caller ID of an incoming call is the number dialled of an outbound queue e When monitoring calls in real time it is impossible to distinguish calls waiting to be answered from calls in conversation This is an Asterisk limitation as the generated events are not provided in real time Those values are anyway correct in the reports Extensive debugging output is available at var log asterisk agi log txt It is possible to do live listening of outgoing calls see Section 24 6 Enabling ACD call att
143. Save Back New Clone Delete i Targets will not be displayed until you first save the ruleset The creator should assign to the new ruleset a name a short description and optionally a security key A rule is usually linked to a specific queue or set of queues and form This is because we expect to have homogeneous statistic distributions in the same queue and form items This might not be true outside a specific form and or queue The user should select a specific queue and form before pressing Save 21 10 1 Available targets When editing a ruleset you see it is actually built out of a number of targets It is important to understand that there are basically two different kinds of targets e Aggregated targets identified by AVG that are computed once per agent and e Atomic targets that are computed for each call handled by the agent When computing the review score for an agent first each call is checked against atomic targets and a first score is computed then averages for the dataset are taken and they are computed against aggregated targets and an aggregate score is computed the final score is the sum of both scores You can use either type of target or both as once as you best see fit Try and run some tests to make yourself familiar with O the ruleset 178 call Editing QueueMetrics settings It is important to note that some targets are not available as atomic targets Examples are the QCPH Sales
144. Summary gt Ready Below is a list of queues read from the configuration Please select the queues you want to import in QueveMetrics Queue name Wrap up ime Server TechnicalBupport 50 W Sales Dep 20 Check all Next gt Loway The queues will be created or updated as needed existing queues will not usually be overwritten without explicit user permission A queue will be automatically checked to be updated if at least one of its agent member was selected to be updated and or added the agents read from the sources If an agent is already present in a member or spilloff list but it was not selected to be updated he will not removed and or moved from any list i When updating a queue the spilloff and queue members lists will be generated looking at the penalties associated to 190 Editing QueueMetrics settings so m Demo Admin Administrator a Your Logo QueueMetrics E call center monitor Home Source gt Agents gt Users gt Queues gt Summary Ready Below is a summary of modifications will be made in current QuevelMetncs installation Do you want to continue Id Full name Type Server Operation type Agenti5003 Ernesto Agent Update Agent 5003 Ernesto User Add Agent 5005 Gluseppe Agent Update Aqentis005 Giuseppe User Update Agent s5006 Antonio Agent Update Agenti5006 Antonio User Update Agenti5032 Andrea Agent Update Agenti5032 Andrea User Update TechnicalSupport Queue Add sales Dep Queue add
145. XXXXX is the run id The run id can be found as shown here io Lowy QueueMetrics verd E Cc Y localhost e D T Personaliza colega La Bin Preterki gt Teme Admin Administrator D J i tour Logo QueueMetrics Homa conter manitar Status Agent Logs Agent Awareness Run detail Back Rien E Slats Dunas Shan End Leader Query ered inean rere a Cunend iE PATA 1110 UA e TIEPE SE g Ha 1 Aah AC athe H Calta H Agora H Wait az wait e MEL Ag SPH CPH CPH OCON DONS OK Lost On wail waji a b 2 T TR Agent activity ACL Avg Wrap SPH OCPH CPH OCONWS COMVS N cals Logon Last 0030 0 re 3 Logged oA ry AT 3 bayon Loway Era Papi ok 21 21 Using the DbTest Diagnostic Tools The DbTest page available at the address http 127 0 0 1 8080 queuemetrics dbtest will not only let you update the database but also check a number of QueueMetrics subsystems It is invaluable for debugging QueueMetrics installations where you suspect some problem may be QueueMetrics call center monitor QueueMetrics JDBC connection tester Diagnostic tools Your current configuration tS AM tester Loe DB inspector XML configuration file found at lusrfocallquevemetrics webapas quevemetrics 1 6 3 00EB HF web xml a Mota JDBC URI configured as iL ap Access to this page is supposed to be mys iecaihas buanaet y jdbcomysql docamost quewemetnts restricted aubeReconnect rue amp zeroDatelimeBehavor convert oN
146. _log exten gt 22 5 Hangup 23 Agent unpause This extension unpauses an agent The variable AGENTCODEis defined The following example explains how the feature works exten gt 23 1 Answer exten gt 23 2 No0p QM Unpausing Agent AGENTCODE made by S QM_LOGIN exten gt 23 3 UnpauseQueueMember Agent AGENTCODE exten gt 23 4 Hangup 24 and 25 Agent AddQueueMember These extensions targeted to asterisk 1 2 the first for asterisk 1 4 the second dynamically add an agent to the specified queue The variable AGENTCODE and QUEUENAME is defined Only for the extension 25 the variables QM_AGENT_PRIOLBL and QM_AGENT_PRIONUM are set with the information related to agent priority in the queue QM_AGENT_PRIOLBL could have the values U M W S respectively for agents not assigned in the queue assigned as main assigned as wrap assigned as spill in the queue The variable QM_AGENT_PRIONUM has the value 0 for agent not assigned in the queue or assigned as main in the queue 1 for agents assigned as wrap 2 for agents assigned as spill in the queue The following example explains how the feature works exten gt 24 1 Answer exten gt 24 2 NoOp QM AddQueueMember v1 2 Agent S AGENTCODE on queue S QUEUENAME made by S QM_LOGIN Sxtene 97437 Sy seem een o SA EPOCH hs ONTO UET EE OUR Ur NAM AN Local AGENTCODE from internal ADDMEMBER gt gt var log asterisk queue_log exten gt 24 4 Hangup 23
147. a single click through the arrow line or double arrows labeled buttons Agent Logon Available Queues OutboundE Main 302 Mi Vrac Ed a Lg a aa ss Queues Logged In 300 Main 400 Main E OuboundA Wirap 301 Spill Agent code 1101 Current extension 1101 Server 96 The real time agent page In order to login logout the agent must compile the Agent Code and the Current Extension fields available in hotdesking mode If not properly specified the fields will be marked red and no login logout processes are triggered The Agent logon panel lets the agent able to switch between multiple servers only for cluster mode 8 7 5 Pauses panel Keyboard shortcut Alt 5 The Agent can pause and unpause itself by selecting the appropriate pause code from the dropdown list then clicking to the Pause button The Agent can teminate the pause by clicking on the Unpause button Pauses select pause code Pause Unpause A pause can be associated to an undefined code only if specified by a configuration key set otherwise the agent must always specify an appropriate pause code before clicking the Pause button 8 7 6 Dialout panel Keyboard shortcut Alt 6 The dialout panel is used to start a call through an outbound queue The dropdown in the panel reports only the outbound queues where the agent is already logged in Dialout Campaign QuboundA Number 3462000 Dial gt gt gt An agent
148. a live call from the realtime page Econ e SANO O OMe Mn ma de OMERO CMA AMES CAD at age ertem 0 ChanhecilRecwwece gt eA nD Aenne ET ias KOT exten gt 30 n Hangup 31 Redirect a live call This extension allows the users holind the proper key to send a transfer event to the PBX from the realtime page This forces the live call to be transferred to a specified extension Seen ok PaNGOo OMS Sois CE ace oy OMAN tO ke DS TOA nm to ex 232 The queuemetrics context exten gt 31 n ChannelRedirecte S CALLID from internal S REDIR EXT 1 exten gt 31 n Hangup When using AddQueueMember RemoveQueueMember to dynamically login out to a queue is mandatory to match the agent code with their extension eg Agent 303 must be sitting at extension 303 When using AddQueueMember RemoveQueueMember to dynamically login out to a queue the agent pause unpause dialplan given must be changed to fit the current agent channels eg if Agent 303 is added to the queue In order to trigger these functions QueueMetrics need to be able to access the Asterisk callfile spool as defined by the callfile dir property If your Asterisk system is remote you ll have to arrange a periodic file transfer or use a disk share in order to make the above features work As an alternative QueueMetrics may connect to a working Asterisk server over the Manager interface See the description of the callfile dir property for more information 233 Ap
149. ad dala fom Astensk SG Storage mbormatign din 9 Mmmm i m mm E Agent Awareness manager Ho Show licence information 21 1 Configuring users Users and classes can be added modified and deleted right from QM A list of users is presented and you can filter it by class or user name Demo Admin Administrator E O Your Logo QueueMetrics call center monitor Home CfgUsers CfgQueues Ci Agents CfgLocations Cig Outcomes Chg Pauses C Z OA System Users Filter Search Login t Real name Enabled Class User keys Agera ot John Doe Yes AGENTS y Ager nos pike Boo Vee AGENTS a demoneimin Demo Admin ves ADM QA TRACK GA REPORTUSR_OAEDIT a demasiperis r Super Wise Ma SUPERVISORE p deroa Dermo Liser ves USERS e demovistor Visi Tor Mo VISITORS a robot Ro Bot No ROBOTS ge Create Mew Show Classes For each user the login and full name are shown together with the current class and any additional user keys A user must be enabled in order to log on so if you want to prevent somebody from logging on without deleting its user information you can simply disable it A number of default users are shipped with Enable No in order to prevent unauthorized access The list of users is paged and you can use the top box named Filter in order to search for a specific user or a set of users that match the entered substring You can also click on the column name to toggle ascending versus descending sort order The Create
150. admin it is implemented as an abstract class for ease of change e It will be called Manifest xml e It will include a set of lt call gt entries including all data as per the previous section Batch attributes 23 4 Available implementors HTTP file transfer This is the basic implementor and produces an XML file HTTP MP3 file transfer This implementor does two things e produces a basic manifest e retrieves QA valuation data if present e if audio files are in MP3 will insert or set ID3v2 tags so that the title of the MP3 contains information about the call The following ID3 tags are created e Call details e caller id e queue 209 Exporting call sets from QueueMetrics e dnis e call lenght e start time e lenght e agent Call status e Date of Grading e Time of Grading e Grader ID and or Name Overall Grade e Graders Comment this implementor DOES NOT transcode files to MP3 they must already be in MP3 format or you should provide an external batch script to do the conversion More details are provided in the following paragraph 23 5 MP3 conversions on the fly QueueMetrics lets you able to perform an external batch script call in order to convert call files to different format like for example wav files in mp3s This feature is applied only for export jobs implemented with the HTTP MP3 File Transfer object No external calls will be made for HTTP File Transfer enabled export jobs Assuming to have this t
151. age Each screen can be modified by clicking on the edit icon the one that looks like a pencil or the associated items can be shown by clicking on the screen title If you click on the edit icon you see the details as shown here 181 Editing QueueMetrics settings i Demo Admin Administrator 0 a a tour Logo QueueMetrics call conter monitor pr Home Cfg Users Cig Queues Cfg Agents Cfg Locations Cig Outcomes Cig Pauses Cig QA Cig Reports i Report All Reports Screen details Shot name hdr_answered Title clok_answered_calls Visibility key Sort order 10 Visible in All reports Yes x Created by Last update NL related items 12 Save Back New Clone rere arch Lowey Aepsarch e The Short name is the one displayed in the horizontal page menu so it should be very short e The Title is the one displayed at the top of the page e The Visibility key lets you hide this screen and all its associated items from user sthat do not have the specified key The Sort order is an integer value that tells QueueMetrics how to position this element in respect to all other screens e The Visible in All reports toggle decides whether this screen and its associated elements are visible on the All reports page Both the Short name and Title fields display a decoded localized version of the string just below their input box This is what the end user will actually see 21 12 3 Editing items When clic
152. agent was freed again or e The call was ongoing at the time the report was run 4 6 4 Transfers This graph shows how many calls were transferred to each extension in the given time frame This lets you know who is handling exception calls when a call is transferred outside the queue system its length is no more recorded by the queue subsystem therefore you only get to see the length of the call while the agent was on line Answered calls by queue Queue HN Calls ees gi 643 e A FExport as YE o Answered calls by direction Direction N Calls GH inbound calls o BD Outbound calls Urges red 1157 PExportas gt o Answered calls by stints Number of stints N Calls pep PExport as gt Report details answered calls Total rows processed 1287 Detail 4 6 5 Answered calls by queue If more than one queue is in use for the report this graph shows the relative magnitude of each queue Inbound queues are marked with the symbol while outbound queues use the symbol 4 6 6 Answered calls by direction If more than one queue is in use for the report this graph shows the relative magnitude of inbound versus outbound calls made 4 6 7 Answered calls by stints This graph counts the distribution of multi stint calls on selected queues If multi stint mode is not enable all calls will have only one stint 19 Running a report 4 6 8 Queue position This graph shows the initial que
153. alking time for that call If the call is ongoing the time will be estimated and written in red Caller ID is the call s identification if available Queue is the queue handling the call URL is a clickable link that opens a third party CRM app The agent opens the third party CRM app by clicking on it or QM can open it up automatically the first time the URL is presented If the URL contains bracketed placeholder sequences they are expanded see below Status is whether the call is ongoing or terminated Transfer is the extension the call was transferred to if any Outcome is the call outcome that the agent can set for this call This must be set within a maximum timeframe of 30 minutes from the moment the call enters the queue after this given period the call outcome cannot be added as the icon is no longer present QAForm This icon allows specific agents to access the QA form for the call but only if such agent holds the QA_TRACK key 88 The real time agent page Active calls for agent John Doe Agent 101 Agent is currently logged on queves Queue 300 300 Reloadnow Logon Logof Add Member Remove Member Pause Unpause Dial Entering at Waiting Talking Caller ID Queue URL Status Transferto Outcome AZ 16 03 45 0 03 0 08 201 Queue 300 Terminated sale Sale P Ea n order to mantain session information this page will reload automatically Feredareh Loway Research Q
154. all Then there are some parameters following 128 Quality Assessment in QueueMetrics e QAE astclid specifies the Asterisk unique id for the call to be graded e QAE queue specifies the queue name where the call has been taken e QAE formName specifies the name of the form to be graded e QAE_CallStartDate specifies the day where the call has been taken The value should be formatted as YYYY MM DD hh mm ss and should represent the time before the call it s not important to specify the exact time where the call has been taken but it s important to specify a time near the period before the call 12 4 Removing QA forms Since version 1 7 users holding the key QA_REMOVE can delete a form When a form is deleted their content is dumped on the Audit Log All accesses on deleted forms are highlighted by a special message shown in the form After deleting a form it is again possible to grade a call as if it was never graded before 12 5 Running QA reports In order to run QA reports you must go to the main page of QM and click on the Run QA forms label Home QueueMetrics Home Page Queue joo All F Quick activity reports Today Yesterday The day before yesterday Last day Last 7 days Last go days Last 90 days F Real time report Start realtime monitoring a ath tl Start wallboard e Custom report Pun custom report F Agent report Filtered for agent Today Yesterday The day before yesterd
155. all centres can be found under WEB INF mysql utils extensions examples see the included README file for more details Whenever an action is invoked by a logged on user the following variables are set at the channel level e QM_LOGIN is the login of the current Qm user asking for the action to be performed e QM CLASS is the current class the requesting user is in This makes it possible to perform addirtional security checks or auditing at the Asterisk level but is not used by the supplied dialplan We therefore define a number of functions in the terms of extension relative to the context queuemetrics as follows e 10 Dummy extension Used only because a call file requires two end points in any case Define as exten gt 10 1 Answer exten gt Me Os exten gt 10 3 Hangup e 11 Remote monitoring This extension makes unattended monitoring of inbound traffic possible through the command ChanSpy The variables QM_AGENT_CODE QM_EXT_MONITOR QM_AGENT_EXT are set as well as QM_CALLERID QM_QUEUE and QM_QUEUE_URL The following example explains how the feature works exten gt 11 1 Answer exten gt 11 2 No0p QM AGENT CODE QM_AGENT_CODE exten gt 11 3 No0p OM EXT MONITOR OM EXT OMONITOR exten gt 11 47 Noop OMUAGENT TEXT siOMUACENTZExXT Sen 11 5 No0j ON TOC SOLOS Y sesecil gt LL 6 ica say SOM Gun CODE exten gt 11 7 Hangup this may have important security impli
156. aller ID is present it is possible to break down both answered and unanswered calls to specific area codes by clicking on the Area code analysis button athe Demo Admin Administrator gt Your Logo QueueMetrics call center monitor Home Answered Unans Area Att Distrib Agents Outcomes ll Area code report Number of OLID dgts to search 3 Starting trom positio 2 Search Detail for answered calls Area code Caller id Taken calls Total calling time Average time per call Average wait time per call 555 1256 2 2816 1 00 0 13 HIDDEN 1 0030 0020 0030 PExport as 2 i Detail for unanswered calls Area code Caller id Lost calls Average wait time per Average position call 555 430 cio 1 0 PExport as lt gt By selecting a number of caller id digits to search upon and a starting digit position you get a number of statistics grouped by area codes This report gives an immediate check of the geographical origin of calls handled by your call center It is possible to export all the reports as needed 4 9 Understanding results Inbound ACD call attempts When running an inbound call center it is very important to determine the reason why a call is delayed are your clients refusing to answer Did they forget to log off before leaving their workplace The inbound ACD call attempts metrics try to answer to these questions As these metrics are not usually recorded by Asterisk you ll have to patch and recompil
157. an agent restricted report you should know that e For inbound traffic no calls are shown in the Lost calls page This is because an inbound call that has been lost has never been connected to any agent so there is no way to attribute them to one single agent e All outbound calls placed by the agent answered or not are shown e Agent statistics are shown only for the given agent 13 Running a report e As always activity is restricted by queue no activity but the one happening on selected queues is shown 4 3 Custom reports Custom reports are available by clicking on Run custom report from the Home Page A new menu will appear asking for custom report parameters Custom report analysis Agent Location Agent Group Outcome Astensk call id Caller Wait duration Call duration Report Details Between and 5 Between and s Disconnection cause z Ano Wren A Enter position Number of attempts DNIS IVR choice Server Time zone offset No offset Join multi stint calls No Non contiguous time SUN MON TUE WED THU FRI SAT The meaning is as follows By clicking on the Run custom report button you can run the analysis which output is the same as the Quick activity report and will be explained below an E Aa Ae El Between and hh mm Between fand hhimm Preferences Run custom report Start realtime moni
158. analyzed by QueueMetrics and the dynamic agent shows up fine albeit with the name of a terminal like SIP 23 instead of the usual Agent 23 string but you can modify it in QM itself This setup might even be used in a call center where agents are not actually used but queues connect straight to terminals to fake agent logon logoff in order to have such data available for reporting 24 5 Defining outbound queues campaigns Standard Asterisk queues are by definition inbound queues they accept a number of incoming calls let them wait in line and distribute them to various agents based on the queue logic To make it possible to analyze outbound calls with QM we added the concept of a campaign or outbound queue that is a set of calls made by different agents that are working for the same purpouse Of course there is no such thing as an outbound queue in Asterisk so we have to run a special piece of dialplan or an AGI script to produce the same information on queue_log for outbound calls as it is automatically produced for inbound queues As this only regards the actual Dial statement that Asterisk runs it is possible to have different sources of numbers to be dialled by agents on outbound queues they might enter the number on their keypad or use the telephone launch them from the Agent s page or maybe use a predictive dialler for the task QueueMetrics does not care as long as the correct events are logged 24 5 1 Placing
159. ance wizard A rule set can be inferred from the measured properties of a given data set this basically lets you express differences in terms of a percentage of outliers expressed on the total number of calls In order to access the wizard you click on the pencil icon Target SPH OCPH CPH Sales oc Conv H Cals Call ength Ca Forms AVG Score AVG Flunked In this modal dialog you define a start and end time period and the yellow and red percentage of calls the user wants to include in the resulting rule the type of interval internal or external and whether the interval extreme values should be included or not in the resulting rule Define custom rule Queue Queue one OA Form Quality Assurance Rule Test Target Name Call length From date 2011 01 27 l 115 40 To date 2011 01 28 EM 15 yo Scores for Percentage of calls Interval type teres Yellow 40 tarna cba Yes Intern Red 90 R External Yes Min Max Yellow z A Go compute Red Found Calls Save i Cancel 179 Editing QueueMetrics settings Imagine you want to consider yellow the 10 of calls that are too long or too short and red the 5 of calls that are way too long or way too short in relation to the average length You would set the yellow slider to 90 external meaning you want the external tails and the red slider to 98 external The Go compute button runs an internal analy
160. ands may be delayed a few seconds so that it is necessary to reload the page manually in order to check that the command has run successfully Please note that for this to work it is necessary that Asterisk has been configured to manage Agent actions it will NOT work on an Asterisk server that s not been specifically configured to work with it See section Section 24 10 Enabling Agent s page actions in order to set up this feature If you want to have agents logging on it is mandatory that the underlying Asterisk agents are defined without a password 8 2 Self service agent reporting It is now possible to allow agents to run specific reports directly from the agent page These new features are available as of QueueMetrics version 12 10 and 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 e Assign a queue or a set of queues to the agent e Assign a new report to the agent e Assign the SSAREPORT key to the agent 1 To assign a queue to an agent select Edit queues from the Home page select the Assign reports to agents icon select the check box next to the chosen agent Save to confirm 2 To assign a report to the agent select Edit reports from the Home page select the Assign reports to agents icon select the check box next to the chosen agent Save to confirm 3 To assign the SSAREPORT key to th
161. as E This report shows the distribution of call waiting times lt shows how many calls were answered within a given time frame usually 120 seconds in 10 second increments the time frame and increment can be modified by the administrator if needed see below You get a percentage of how many calls were answered within X seconds the percentage includes calls answered in a shorter time frame and therefore grows with time The delta value you see is the absolute increment expressed in number of calls between each time frame while the Offered column displays the result of the taken calls divided by the total taken plus the total lost This metric is computed only on answered calls i e ignoring lost calls If your SLA is defined in terms of taken and lost calls see the corresponding metrics Inclusive SLA on Section 4 7 4 Inclusive Service Level Agreement The graph reports the percentage of how many calls were answered within X seconds as reported in the table Since 1 6 2 it is possible to configure the time frame and increment separately for an initial period and the rest of the interesting period in this way it is possible to have different breakdowns e g every 5 seconds up to 20 seconds and every 10 seconds up to 120 seconds See Section 21 19 Configuring system preferences For example by setting e initial_interval 5 and max_initial_interval 20 e interval 10 and max_monitored_delay 60 You get th
162. asterisk queue_log exten gt 32 5 Hangup extension 33 agent unpause with hotdesking exten gt 33 ly Answers exten gt 33 2 No0p QM Unpausing Agent S AGENTCODE at extension SIP S QM_AGENT_LOGEXT mace oy SOME INIA exten gt 33 3 UnpauseQueueMember SIP S OM_AGENT_LOGEXT exten gt 33 4 Hangup extension 35 agent addqueuemember with hotdesking for asterisk vl 4 erten a OS wes exten gt 35 2 NoOp QM AddQueueMember asterisk v1 4 Agent AGENTCODE at extension SIP S QM_AGENT_LOGEXT on queue QUEUENAME made by S QM_LOGIN with prioritylabe S QM_AGENT_PRIOLBL and prioritynum S QM_AGENT_PRIONUM exten gt 35 3 Macro queuelog EPOCH UNIQUEID NONE Agent AGENTCODE HOTDESK SIP QM_AGENT_LOGEXT exten gt 35 4 AddQueueMember S QUEUENAME SIP QM_AGENT_LOGEXT exten gt 35 5 Hangup extension 37 agent removequeuemember with hotdesking for asterisk vl 4 exten gt 37 1 Answer exten gt 37 2 No0p QM RemoveQueueMember asterisk vl 4 Agent S AGENTCODE at extens SIP S QM_AGENT_LOGEXT on queue QUEUENAME made by S QM_LOGIN exten gt 37 3 RemoveQueueMember QUEUENAME SIP S QM_AGENT_LOGEXT exten gt 37 4 Hangup Please note that the extensions_queuemetrics conf file that ships with 1 6 1 already has these changes embedded In order to have the hotdesking working a complete QueueMetrics restart and Asterisk reload should be performed
163. ault secondsServiceLevel parameter default is 20 as to say percentage of calls answered within 20 seconds Short calls are defined as being shorter than the default shortCallsLimit parameter default is 5 seconds Available since 1 6 0 4 Default page Call distribution by day Shortcut code DDO8 XML RPC code CallDistrDO TrafficAnPerDay Parameters 6 8 Historical reports Call distribution by hour Events are shown on a 24 hour distribution If this graph appears to be incorrect you have to run a Custom report setting the time zone accordingly see Section 4 3 Custom reports 58 Report Details 6 8 1 DHO1 Answered call distribution per hour Answered call distribution per hour Hour Num Answered calls Avg Min Max Avgduration 00 00 36 355 41 00 020 30 00 30 36 4 5 1 00 0 20 230 01 00 36 4 5 1 00 0 20 2 30 01 30 36 45 1 00 0 20 230 02 00 36 4 5 1 00 0 20 30 03 00 36 4 5 1 00 0 20 230 03 30 36 4 55 1 00 0 20 230 04 00 36 1 00 0 20 230 04 30 36 4 5 1 00 0 20 230 05 00 36 4 5 1 00 020 230 05 30 6 4 5 1 00 0 20 2 30 06 00 35 45 1 00 0 20 230 06 30 36 455 PSP 1 00 0 20 230 07 30 36 4 55 1 00 0 20 230 08 30 35 4 5 1 00 0 20 230 09 00 36 4 5 1 00 0 20 230 09 30 38 4 55 1 00 0 20 2 30 10 00 3 4 5 1 00 0 20 30 10 30 35 AA 057 0 20 30 The total numbers of call lengths for answered calls are plotted for each hourly interval The size of hourly intervals can be controlled by the defa
164. ause enabled This function is used to start a pause from the Agent s page and to set its Pause Code see the sample dial plan provided callfile agentpause channel callfile agentpause extension callfile agentpause context This function is used to end a pause from the Agent s page see the sample dial plan provided This function is used to log in an agent from the Agent s page see the sample dial plan provided callfile agentlogoff enabled This function is used to log off an agent from the Agent s page see the sample dial plan provided callfile agentlogoff channel callfile agentlogoff extension callfile agentlogin context callfile agentlogoff context 240 System preferences Property name callfile calloutcome enabled This function is used to set the call outcome code from the Agent s page see the sample dial plan Cali agenda ones callleagenidalcont callfile outmonitoring enabled This function lets you monitor outgoing calls using a different piece of dial plan as outgoing channel names might be different from incoming ones callfile outmonitoring channel callfile outmonitoring extension callfile outmonitoring context callfile agentaddmember enabled This function is used to dynamically add an agent to a specific queue from the Agent s page see the sample dial plan provided callfile agentaddmember channel callfile agentaddmember extension callfile agentaddmember context callfile agentremovemem
165. automatically linked to the Caller ID or other information input by the caller e read the messages broadcasted to him e start a new conversation calling a phone number e have a subset of AGAW information e track information about the current call on QA forms Also it is possible to use this page in order to e Log the agent on and off to Asterisk and or a specific queue e Pause and un pause the agent entering the pause activity code if needed e Set the outcome code for each call To avoid excessive consumption of system resources on big centres only the most recent part of the log file is processed and so only a few calls are shown In order to use this feature a user must be configured as having the same login as the Asterisk agent string e g Agent 101 and it must hold the key AGENT Our suggestion is to use the same set of credentials the agent uses to login to the Asterisk system When the agent logs on you can try this by using the demo account Agent 101 password 999 s he sees a reduced home page like the following one a ieee John Doe Individual agents a gt G A B Your LOg0 QueueMetrics pa call center monitor 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 l
166. ay Last day Last y days Last so days Last 9 odays T Quality Assessment vun A Reporte Es 1 i a rr EFJ fie PEAL ELS F Edit QueueMetrics settings The system will show the following form 129 Quality Assessment in QueueMetrics call center monitor A MO US Demo Admin Administrator F S your Logo QueueMetrics Quality Assessment Search Form QA Evaluation Form hd Queue 00 All Agent Location Agent Group hd Grader Supervision Outcome Call start date 27 December 2009 o f 00 Call end date 26 January 2010 J 23 59 Calculate Show Summary The parameters have the following meanings e Form is the name of the form you want to run a report for e Queue can be one or more queues You can the run different reports for different queues or use a catch all queue e Agent is an optional Agent filter e Location is an optional Location filter e Agent Group is an optional Agent Group filter e Grader is an optional parameter that filters by the person who compiled the form e Supervision is an optional Supervisor filter e Outcome is an optional call outcome code filter e Start Date and End Date are about the start time of the calls which QA forms that will be included in the report By clicking on Calculate or Show Summary the actual results are shown If you have used Extra Scores see Chapter 20 9 Configuring QA forms wi
167. back to the client e For additional security any audio video file is streamed through a small content buffer that is constantly overwritten and that is immediately cleaned after usage it is never written to disk on the QM server If you turn on encryption and authenticated downloads on the Oreka system and use HTTPS to connect to QM the result is a very secure audio server for your Asterisk system 22 1 6 Using multiple PMs at once MultiListener Full Java Path it loway app queuemetrics callListen listeners MultiListener Properties used audio multi lets you define a set of PMs to be queried for files enter their names separated by pipe audio multi specifies the properties of each listener This PM lets you query multiple PMs in the order you specify to look for the call you are looking for A common scenario may be the following one e All calls are recorded to a local volume e g queues audio This is where files just recorded are held 202 Listening to calls using Pluggable Modules PM e A nightly process compresses the files to MP3 and moves them to a large NAS device mounted under mnt nas where they are stored separated by day In order to retrieve calls we want QM to first check in queues audio if nothing is found then we will look under mnt nas 2010 11 23 This can be implemented with the following configuration define the PM and the search order audio server it loway app queuemetrics callListen li
168. based on the Implementor module used the following are common attributes Batch attributes e Name e Disk path must be accessible to Java e Created by on date e Closed by on date e Sent by on date 208 Exporting call sets from QueueMetrics e Video yes no e QA yes no Each call in the batch has the following attributes e Type T taken L lost initially we will only have Taken calls e Cluster ID e Server ID Entered at e Wait time e Talk time e Caller e Agent e Queue e Call status Call status type e g Sale e N of audio pieces e Names of the audio pieces comma separated a single call may have multiple recordings Batch disk format A call batch appears on disk as a folder under the system call batch folder The folder is created if not present it must be in a Java writable location When the batch is in status Ready to send the audio files are copied to this folder at the end of it all a manifest file that includes the details is written Each downloaded audio file is renamed in order to be unique and coherent typical file names may be O EIN IAS MON Both files are about the 123rd call the first one being an audio recording and the second one a video recording When the batch is in status Sent QM no longer cares about the disk representation it can be moved sent as FTP compressed and encrypted whatever Manifest file format The manifest file format should be chosen by the sys
169. be queried for agent events realtime agent_autoopenurl When the real time page for an agent shows a new call in the call list and if the call detail contains an URL this URL will be open in a new browser window realtime agent_button_X enabled Enable or disable a custom button in the realtime page X shall be an integer between 1 and 4 realtime agent_button_X caption This is the label associated to a button realtime agent_button_X url Defines the URL that will be opened when the button is pressed The tokens A and U are expanded by QueueMetrics with respectively the Agent s ID and the most recent call Asterisk Call Unique ID 238 System preferences Property name name Description as displayed in the call list If no calls are present Unspecified will be used instead realtime agent_button_X channel Defines the first leg to be used in a dial command issued to the Asterisk server when the agent presses the button E g Local 104 from internal realtime agent_button_X ext Defines the second leg to be used in a dial command issued to the Asterisk server when the agent presses the button E g 200 ext queue realtime agent show_agaw Enable or disable the AGAW subset information table present in the agent s realtime page realtime dynamicLoginQueues In the standard Agent Realtime page defines what queues should be listed in the dropdown when agents log in out throug the Add Member Remove Member button The key should b
170. ber enabled This function is used to dynamically remove an agent from a specific queue from the Agent s page see the sample dial plan provided callfile agentremovemember channel callfile agentremovemember extension callfile agentremovemember context callfile customdial enabled This function lets able an agent to dial through one outbound specific queue see the sample dial plan provided callfile customdial extension Real Time Sounds Property name sound yellowAlarm Sound to be played if a yellow alarm is triggered Can be either an absolute URL or a relative path sound redAlarm Sound to be played if a red alarm is triggered Can be either an absolute URL or a relative path Cluster configuration Property name cluster servers A set of servers which names must be used for subsequent properties cluster servername manager The manager API for this server in the format tcp user passO server This field is also used by the asterisk autoconfiguration wizard when Cluster AMI source was selected cluster servername queuelog The queue log partition to use in the format sql P001 cluster servername monitored_calls The directory where monitored calls for this server can be found If it starts with http an XML RPC server to query this information 241 System preferences Property name cluster servername callfilesdir The directory in which callfiles must be generated for this sever Usually leave blank cluster se
171. ber of the cluster as follows oreka rtserver chandigit oreka rtserver 1 http ork_aleph 59120 type stream amp localpart y AGENTEXT oreka rtserver 2 http ork_beth 59120 type stream amp localpart y AGENTEXT In this example all calls which UniquelD starts wilth 1 will be handled by the ork_aleph server and all calls which UniquelD start with 2 will be queries on the ork_beth server Expanded properties The following properties are expanded in the Oreka live listening URL e AGENTEXT is the numeric extension an agent is logged on from e AGENTCODE is the code of the agent 205 Chapter 23 Exporting call sets from QueueMetrics There is a need to make it possible for external parties to review the call processing as done on QueueMetrics or do an external QA monitoring on them and similarly there is an opportunity for a QueueMetrics to do the same thing for external third parties In order to make this possible we need to have a way for QueueMetrics to import export both call records with associated audio video recordings where present and related QA data 23 1 Exporting calls an overview The main problems that arise from exporting calls are e Selecting the set of calls that have to be exported and e Retrieving all audio calls for export We need to be able to select freely a number of calls for export given one or more export criteria we want to be able to review the results before they are final and we want
172. ble since 1 6 1 2 Shortcut code UN18 XML RPC code KoDO InclusiveAnswSLA Parameters 6 4 Historical reports Details of unanswered calls 6 4 1 UDO1 Detail of unanswered calls Detail of unanswered calls Date Agent Calber Queuc Disconnection Position Viait Pos Atiempts Code Hey Sinis Sre Asterisk UID ODI DAZU E a Aten m 1 big 4 i KETOOTATOT t4 te EE DAI 013337 255 85 0701 sl Atensn 1 hid 1 1 1 LITODTI767 240 15 a E Gai 0357 07 285 888 0000 a Abay 1 pia 1 I 1 IPOD TICA eNotes en E zca egib al Abeid i pi i i 1 IPOD TICA T 2ED O E adit 021207 SES E65 0000 a Abma i mia i i 1 1ITOOTIZET 1E 6 a E adit 00 13 37 555 65 0001 sl Abdon i wia i i i ATOT IETJE a B aint 0217 07 555 655 0002 a Abang 1 cio i i LETODTIEGT bEO lO a B DADI 04 18 37 555 55 0001 al banger 1 rio 1 i LETODTIEGT 2E0 10 a E ant 09 22 07 555555 0 a Abantor 1 no 4 1 i KETTAST to a E 1 4 1 ati MIN PRES Lo al amp hanrina rin PITT ST een in L 4 This page shows full details of unanswered calls Section 5 3 Detail of unanswered calls In general this data block should not be used in reports but block Section 6 4 2 UDO2 Lost calls paged should be preferred Default page Details of unanswered calls Shortcut code UDO1 XML RPC code DetailsDO CallsKO Parameters o See also Section 6 4 2 UDO2 Lost calls paged 6 4 2 UDO2 Lost calls paged Details of unanswered calls Date Agent Caller Queue Disconnecti
173. call wait time per hour Hour Num 00 00 12 00 30 12 01 00 12 01 30 12 02 00 12 02 30 12 03 00 12 03 30 42 04 00 12 04 30 12 05 00 12 06 00 12 0 10 0 10 0010 A 06 30 12 0 10 0 10 0 10 07 00 12 0 10 0 10 0 10 07 30 42 0 10 0 10 0 10 02 00 12 0 10 0 10 0 10 05 30 12 0 10 0 10 0 10 09 00 12 0 10 0 10 0 10 09 30 12 0 10 0 10 0 10 10 00 12 0 10 0 10 0 10 10 30 12 0 10 0 10 0 10 44 0 n ann n ann The total numbers of call lengths for unanswered calls are plotted for each hourly interval The size of hourly intervals can be controlled by the default hourly_slot configuration property making it possible to run this reports based on 30 minute 20 minute or 15 minute intervals See also 6 8 4 DH04 Sales per hour Sales per hour Hour Conv QConv Sales QCont Contacts 00 00 0 E 0 0 vo 00 30 E i 01 00 0 w 0 0 Me 01 30 Ms 02 00 0 D o 02 30 Y Ye 03 00 0 k 0 o e 03 30 se 04 00 0 We D 0 w 04 30 Eo 05 00 0 E 0 0 E 05 30 vo vo 05 00 0 E 0 0 he 06 30 E E 07 00 0 E 0 0 Ms 07 30 06 00 0 D 0 08 30 Y To 09 00 0 w D 0 09 30 We wo 10 00 0 D 0 The total numbers sales and contacts are plotted for each hourly interval The size of hourly intervals can be controlled by the default hourly_slot configuration property making it possible to run this reports based on 30 minute 20 minute or 15 minute inte
174. can Do not do this repeatedly on a busy production box The Partition graph displays the number of events per minute in the last hour or so 21 21 4 RAM cache inspector This page displays the current status of the different caching layers used within QueueMetrics DbTest l QueveMetries RAM caching Clean caches Reload Log cache usage POOL gt Data Rows 3 Last second 1348748156 Thu Sep 27 14 16 36 CEST 2012 Hotd Rows D Last second 0 Thu Jan 01 01 00 00 CET 1570 SOL cache usage SqlCache Size 10 Requests received 79 Cached fresh 47 Cached stale 22 Efficiency 55 String cache Cached strings 700 197 Editing QueueMetrics settings The log cache is an object cache that stores for each partition event objects already processsed It must be turned on by setting realtime useRowCache true For each partition the number of cached objects it is displayed as Rows If you use hotdesking you should see a number of objects in the Hotd section as well All of your partitions should appear here the log cache will be used only if the storage type is SQL based The SQL cache caches SQL results to some common queries Yo can see the current cache size it is usually quite small the total number of requests how many of them were answered Cached fresh how many of them had the query repeated Cached stale and the overall cache efficiency In a busy call center this should be around 70 90 The Strin
175. can start a call by typing the number in the text field then selecting the appropriate outbound queue from the dropdown and clicking on the Dial button If the softphone panel is enabled it will pop up with the Start Call button blinking red The Agent must click on this button in order to start the call 8 7 7 QA Form panel QA grading is available through the QA form panel by clicking on the proper icon associated to the call list for a specific call This panel is the exact copy of the old QA form panel so the Agent can still perform every action available through the old form 97 The real time agent page call center solution QA Form Level Range ltems Input form Close Form Quality Assurance 7 Overall Performance Notes Engagement 0 0 0 Salus ES Resolution 0 0 0 Business needs 0 0 0 Call details Start time Apr 10 2014 09 39 Total score 011500 Queue 301 Avg 0 0 Agent John Doe 101 Agent Group Caller 202 AsiClid 13971155 43 65 Audio recordings Code Description Status WA Value Engagement SEG How postive clear and eager was ihe use of the E d Corporate greeting cou How well did the rep display courtesy P ENE Rate rep s enery level throughout the call HO TON How wel did the rep vary the tone and speed of speech ss rd CLE How clear and concise was the rep s vocalization and E Po a L Transfer pronunciation a HOL Did the rep use ihe comect hold procedure 7 5 DEE Did the re
176. case e QU _ the queue name all lower case Though this is unlikely it is possible that a call gets recorded on a given day and then gets queued on a different day e g for calls that happen around midnight QM handles this case by double checking all calls within a boundary of n hours from the midnight in both the days that are divided by that midnight This behaviour can be set using the audio lookBack property Asterisk can easily adapt to recording files in a way that is compatible with this storage model like e g exten gt 999 n Set MONITOR FILENAME audio nas STRETIME S EPOCH 3Y m d call S UN Sisa gt SIS i Obueue 71s Ep Will store audio files as jaudwo nas 2011 037 10 7 calil 123456 1 3890 wav The nice part is that Asterisk will automatically create missing directories as needed 22 1 3 Using an external server ClassicXmlRpcRecordings Full Java Path it loway app queuemetrics callListen listeners ClassicXmlRpcRecordings Properties used default audioRpcServer non clustered or cluster SERVER audioRpcServer The address of the XML RPC server implementing the QMAudio findStoredFile interface This is the standard XML RPC implementation and makes it easy to create a completely custom scheme to handle recordings The output of this function must be a single URL that can either stream the audio file or launch a player to stream that call This is completely user configurable The details o
177. cation filter the number of lost calls in the report is usually override this behaviour through a configuration switch if you feel this is not correct for you The Unanswered calls page looks like the following picture W Lowey QueveMetrics version 1 2 0 b1 Opera Fie Edi View Bookmarks Feeds Ped Chat Tools Help a page a aa ii Ho E be Ee A om v 1110 10 3 5 8080 queuemetrics 1 G Unanswered calls N ofunanswered calls N ofunanswered calls Average wait time before disconnection Average wait time before disconnection Min weit tine before disconnection Min wail time betore disconnection Max wait time before dsconmection Max wal time betore disconnection Total wet time before disconnector Total wait tine before disconnection Average queue position at disconnection Average queue position at disconnection Min queue position at dscormectior Min queue postion al disconnection Max queue position at cksconnection Max queue position al disconnection Disconnection causes Cause H Calls Wiser abandon 55 Unanswered calls by queue Queue N Calls Unanswered calls distribution by length Hangup N Calls Delta HF Within 10 seconds bo 100 0 Within 20 seconds 686 Within 30 seconds Within 40 seconds Within 50 seconds Within 60 seconds Within 70 seconds Within E seconds Within 20 seconds Within 100 peconds Within 110 seconds Vain 120 pecondz 100 0 100 0 Vin 05 100 0S 1 0 S 1
178. cations see Section 24 8 Listening to live calls Unattended Call Monitoring e 12 Call status code This extension logs a calls status code The variables CALLSTATUS CALLID QM_LOGIN and AGENTCODE are defined The following example explains how the feature works exten gt 12 1 Answer SI l OO O Seca es a a A ATU om ea gt CA kD Eon en e ACCENT ODE mn ceo to OMIT TOCINA eaxcen gt 12 3 aa e a eeo T RROCHII CAL TETI NONE Agent ACENTCODE FA CALLSTATUS CALLSTATUS gt gt var log asterisk queue_log exten gt 12 4 Hangup e 14 Remote monitoring of outgoing calls This extension makes unattended monitoring of outbound traffic possible through the command ChanSpy The variables QM_AGENT_CODE QM_EXT_MONITOR and QM_AGENT_EXT are set as well as QM_CALLERID QM_QUEUE and QM_QUEUE_URL The following example explains how the feature works p IA REMOCS monaco Ino Oi otneceiimce cells Like Sil2 all lecinumoas exten gt 14 1 Answer exten gt 14 2 No0p QM AGENT CODE QM_AGENT_CODE excei IS OO VOM IC MONITOR SGM IE Cr IMO INI 230 The queuemetrics context exten gt 14 4 No0p QM _AGENT_EXT QM AGENT_EXT e gt A E NOOO AERD SCM CNR Dh en gt 14 6 Otansoy Sire Slow Camber e exten gt 14 7 Hangup Please note that you should set the channels SIP xxxx to the names of your local outgoing channel or the name of the local SIP leg of the call this may have important
179. ccccccccnnccnccncn nn nr 93 8 6 Agents Page pertormance considerations iia a a a a e added ci n 93 0 7 INenew Realtime Agents Padel A O 93 9 ACHING IVE Cale ies is a aa 100 10 11 12 13 14 15 16 17 18 19 20 21 QUEUEMETRICS USER MANUAL Sil A CallS CIC 22 ican decided asses saan tee n a a a pies a ea e iai BietaeGdddeenidd Meesaqed sedate see eaee i 100 Je IMplementnd IWR Tack israel id iris 102 QUSUCIMIGINICS TASKS scisestarreda dsd la ni Eos Riva ii clima Dcdo da 106 1031 THG TASK PAGS sitemcitinai did asis vacdidn dockage aieedeenendseaes pata dina dice lio cid te irradia 106 10 2 Types of tasks handled by QueueMetrics uicietaniicn ri dlacda radiata diiedas eiaidlialar tela rcllacdasi s 109 AOS Ros Cala EPO ONTAS KS nick crn gee dite dated Pues eG diel ani coo headend iu cede a ci heed deed ated Pues deeded ae oie dies 110 The Agent Awareness subsystem AGAW x icc 2ccet atc curia dd laa ias dela dad 111 il eG AGA VV Weee TUG caint ic 2 sind ara Pras Siadiaed in dd iaa dica BGdiaed a a 111 11 2 Installing the AGAW LICENCE c2cc Astetaie tees alitas irlanda Mee agediaede 113 113 Agents ING AGAW Cent aristas waa teen tag diane id di annd eee nea dis dsd 114 114 listalllhgWITO FIRCTOX siise iai bees accede Seiad sees sae diie das earlier i cian 115 11 5 Installing With CHROME ssvocicidide las precede ir iaa 116 11 6 Supervisors accessing AGAWStatsStEsS ecstneii drcle iii do
180. ce For users holding the key QA_PERF_TRACK a new link appears in the QueueMetrics home page as shown below Today Yesterday The day before y Last day Last 7 days Last 30 days gt Quality Assessment Run QA Reports Graders page Performance Tracker gt Agent Awareness manager lemme When clicking on it you are lead to the main search page 134 Advanced tracking of agent and grader performance Quality Assessment Performance Tracking Score targets Scoring rules Test AVG score Minimum calls agent Minimum score Days in group Override queue and form selections Y Agent scoring Queues oo All i From date zo0g 10 22 50 e To date 2010 10 29 it 18 oo Today Yesterday The day before yesterday Last day Last 7 days Last 30 days Last 90 days Agent selection Agent Agent group e Location Supervised by Me QA Form Form Test GUI items i search This page lets the grader search for a set of agents to be reviewed This requires setting three search dimensions e A queue or set of queues and a time period e A way to search for a set of agents a specific one or a group or a location or all agents that have the same supervisor e A QA form to be graded A rule set that applies to the above search and defines scoring You should define your own before you start this activity see Section 21 10 Defining agent performance rules
181. ce and optionally a second entry tracking IVR wait time Though this is still recognized by QueueMetrics it is impossible to run traversal analyses on such data as the required information is not present 9 2 1 Dial plan tracking In order to implement dial plan tracking the unique id logged must match the unique id of the call leg that will reach the queue In order to track the beginning of a call you should produce an INFO IVRSTART record like the following one RSS Sais 0 WSS Aore 7 5 2 NONE NONE NEO RS MARIE Ik ASST This way you track both the caller id of the caller 1234 in or case and the DNIS the call came though 5556777 in our case You may leave either field blank if that information is not needed The record above is optional if it is missing calls will be tracked from the first IVR menu and the traversal time for that IVR menu will be set to zero In order to track an IVR digit you would use the following format ISS SAE Ge MSS SteleZ 7 332 7 NONE NONE LINO dL VIVE EN A wie 2 In this case we tell QM that the key 1 was pressed in IVR ivr 2 The IVR event duration that is how much it took the caller to make a selection is automatically inferred from the end of the previous event If this is not the case you have an option to pass it explicitly to QM as the last paramenter 6 seconds in the case shown LSS SACI ES Soo 2 SS VIL NONE IMCS NEO ABE END IL tye Z 3 If a goal is reached you should
182. ce of problems when installing QueueMetrics is to correctly set up the JDBC connection to the MySQL database In order to ease the installation process there is a test page available at the URL http 127 0 0 1 8080 queumetrics dbtest http 127 0 0 1 8080 queuemetrics dbtest The test page will look like the following figure call center monitor QueueMetrics JDBC connection tester Start gt Backup gt Update and Recover gt Optimize gt Cleanup AGAW gt Ready Your database is up to date for this version of Quevelletrics Next gt The following tests were performed Test performed Test result Test error Checking for the XML parser Ok Reading JDBC URL from WEB NF web xml Ok Loading MySQL JOS diver Ok Connecting to the database Ok MySQL settings creating temporary table Ok MySQL settings check Insert mode Ok MySQL settings removing temporary table Ok Checking if exists database table arch_classes Ok If all tests show the OK status then you are ready to start QueueMetrics If any test should fail the web app will tell you the reason of the failure and possible workarounds Installing QueueMetrics If all tests are Okay it s a good idea to click on the link that checks that you have the latest version of the database and updates it in case it s necessary In this case for example one of the tests fails Now testing the JDBC connection Reading JDBC URL from WEB INF web xml Ok Loading MySQL JDBC
183. cific set of levels The status of checkboxes are persisted through sessions 133 Chapter 13 Advanced tracking of agent and grader performance Advanced tracking of agent performance lets you pinpoint those agents whose behavior can and should be improved In order to do this a score is created out of multiple items related to e their way each call is handled e g call duration e their call performance e g number of sales e QA scores that were given to their calls As the scoring is in itself quite complex and made up of multiple factors scoring is based on a rule set that represent a business specific set of targets that should be met For each rule you have two possible levels of non compliance that is a yellow and a red threshold Each threshold can in turn have a peculiar score associated are yellow and worth 1 review point calls that are over 150 seconds are red and worth 4 review points The higher your For example you could say that the expected call duration is 100 seconds calls that are between 100 and 150 seconds review score the more prominently the agent will be displayed When applying a rule set to a set of calls you get a score expressed in review points for each agent selected that represents the sum of all anomalies as detected by the chosen ruleset The system then displays the agents involved in reverse score order prompting the grader to investigate further by accessing the set of calls and th
184. code score Engagement 10 SCG How postive clear and eager was the use of the Corporate greeting 10 2 50 1 Insuificient 3 Normal P E Wer a Clear ENE Rate rep s enery level throughout the call 10 250 1 insuficient 3 Normal E Sufficient TON How well did the rep vary the tone and speed of speech 10 62 00 A E Satisfying E Good Resolution 10 ASS Was assurance given for clients assistance 10 70 00 3 No a T Wes p Business needs 10 b Export as 1 i Valuas counted with current item weights This report calculates for each item and for each section in the form e average for the whole form e number of calls graded e average score and cumulated percentage for each item and section that Exceeds expectations the column marked Best or Meet expectations Good or Improvement required Ok or Issue Req Imp only for scoreable item e average score and number of time each value is found in the reports only for non scoring questions e cumulated percentage for each item marked as shortcut All values are computed accorded to the currem item weights only for secoreable items in case you use weighted items The data can be exported to Excel CSV and XML formats On the top right of the report is a box containing the list of levels with related checkboxes Values shown in the result table are coloured following the checboxes status This is usefull to hilite questions where average values fall in a spe
185. could have separate servers like test and production uploading each one to a different partition and each of them would be completely independent This is also used for clustering scenarios where a number of different Asterisk server upload data to the same database If you use a partition your partition time_id combo should be an access key for the table as QM will access the table every time under this plan If you do not use a partition just leave this field blank and make sure that time_id is an access key for the table 19 3 Uploading data to MySQL There are a number of ways for data to be uploaded into MySQL If we plan to use the real time monitoring features we must upload data to MySQL as events happen in order to have them seen immediately by QM We have developed a very safe script suitable for small to very high volume for high volume production systems called qloaderd It can be easily started and stopped from the init d commands and comes complete with start stop scripts lts main advantages are the following e Extra safe will check for duplicate lines in the database e Extra safe will retry loading data on MySQL connection errors e Creates a full import log e Can be started stopped as a standard system service You can find it under the WEB INF mysq utils qloader do not forget to read the installation docs that are in qloader README file and to use the correct init script for your system QueueMetrics databas
186. cted on the validation page This page will inform you if the provided sources were succesfully read or in the worst case it will show you a message reporting an explanation of the error found eee o your Logo QueueMetrics call center monitor RS 4 Home J L Source gt Agents gt Users gt Queues gt Summary gt Ready The specified sources have been succesfully read Loway A PR o a a a If the validation fails clicking on Next button you ll be forwarded back to the first step otherwise you ll be redirected to the next step Demo Admin Administrator Y amp QueueMetrics call center monitor AA Source gt Agents gt Users gt Queues gt Summary gt Ready Below is a list of agents read from the configuration Please select the agents you want to import Agent code Password Full name Server El 5001 1111 Giovanni w 5003 3333 Ernesto E s004 4444 Marcovaldo IW s005 5555 Giuseppe El s008 6666 Antonio I s007 Tr Roberta El 5032 2222 Andrea El se27 7777 Teresa Check all Lowe ae 189 Editing QueueMetrics settings The wizard will scan the available agents and presents you a list of agents to be created or updated By default this wizard will try not to modify an agent or a queue that is already present in QM that is the found data will be shown but unchecked Check on the items to include exclude them as needed If no agents will be selected by clicking on Next bu
187. ction i 15 Salo aw lesa Auris Unirackesi IVR H Calls pe Total Duration Average Min Duration Max Duration Uniracied 34 200 1 35 35 35 435 205 2 BT 3013 1 50 ar 206 1 1 36 1 36 1 35 1365 207 1 1 48 1 46 1 48 1 48 202 1 20 F 2 08 2 08 2 08 2008 210 3 60 m a 15 2 51 2 13 3053 Accounls 1 20 F 3 49 3 49 3 49 4 45 Saks 2 40 m 3 10 1 15 D 50 220 Export as 1 gt This graph shows the distribution of IVR selections available for lost calls We can also see the IVR duration values which is related to the time that the call was within the IVR before entering the queue This must be tracked manually in Asterisk See Configuring Asterisk for QueueMetrics below Shortcut code UN13 49 Report Details XML RPC code KoDO IvrKo Parameters See also 6 3 14 UN14 IVR selection for all calls IVR selection for all calls IVR N Calls Untracked eo b Export as E This graph shows the distribution of IVR selections for all calls taken and lost available in the report Panes Seeaso AU 6 3 15 UN15 DNIS used DNIS used DNIS N Calls Untracked 223 100 09 b Export as This graph shows the distribution of DNIS lines that lead to lost calls This must be tracked manually in Asterisk See Configuring Asterisk for QueueMetrics below Panes ET 6 3 16 UN16 DNIS used for all calls DNIS used for all calls DNIS N
188. d ance been Ss 244 Ez AUGIMIOGTCCOMAS ts ta0ia2iatnsaG stun tae eigec ante risa dida prenGan Rite nieciausaaa tga tnieg a dice aia A A a tien teGcicetanee sant 245 Ev te Acon class User lifecycle TOA lt 22 20 222 ar enri sides TaT aaaea ici diaria ca tame aeedseed aci Seen Re 245 P22 Acton Class Key Managements AAA ini iria nnaa trun dida alii ida cidad saat RG ae 245 F 3 Action class QueueLog editing 2ZOKK s2 c35 lt veces cc itece tcc ceced cri decetacel tees ace ceced cari deceracedpsbe ciales 246 F4 Action Class QA editng 21 0 init ai dieta riada poa idas tober 246 F 5 Action class Realtime agent management 23XX ccc cece eee cnc rr rr rr rr 247 F 6 Action class Realtime call management 24XX ccc cece cece eee een rr 247 Gu GIGSSANY lt A A eG aeind raga A A A A nea isced awa pene 249 Chapter 1 What is QueueMetrics QueueMetrics is a versatile call center monitoring system dedicated to call centres based on the Asterisk PBX QueueMetrics lets you Run reports on call center activity divided by queue and filtered by agent and time period that show what happened e g taken calls lost calls agents logging on and off during the specified period Such reports can be run while Asterisk is running so that you have no delay in seeing what s going on See the details of call center activity like each single call that was handled or lost and listen to it through your web browser Have a s
189. d database 4 A set of cron scripts purges the database periodically from stale data On the client side 1 A Firefox Chrome extension polls the system every few seconds to gather new data and new broadcast messages 2 The AGAW facade component is able to retrieve the latest pre processed data in a few milliseconds allowing to have hundreds or thousands of clients fed without overloading the QueueMetrics server Though it is a separate entity from the main QueueMetrics all AGAW components ship within the same installation as QM so there is no need for a separate installation In order to activate the AGAW subsystem see Section 21 20 Installing the AGAW runner Full configuration information can be found in Section 21 3 3 Configuring queues to be processed by the AGAW Runner You will also need an AGAW licence key or you can use the supplied two agent free key 11 1 1 Security keys used by the AGAW subsystem The following security keys control the accessibility of the AGAW sub system CC CCT O CN Facades This agent can access data through a facade already set by default in class AGENTS AGAW_ADM Lets you access the AGAW administrator pages seeing the logs the runs in progress etc AGAW_REP Lets you access per supervision and per location supervisor statistics 112 The Agent Awareness subsystem AGAW Key BRO_MSG Enables the Broadcast A page from the Real time page MON_IM This superviso
190. d of speech 10 qe Demo Admin 10 92 0 0 CLE How clear and concise was the rep s vocalization and 10 51 pronunciation Demo Admin 10 51 0 0 HOL Did the rep use the correct hold procedure 10 5 Demo Admin 10 52 0 0 DEE Did the rep avoid deed air 10 42 Demo Admin 10 42 0 0 us Did the rep display active listening skills 10 58 Demo Admin 10 58 0 0 CLO How positive and appropriate was the call closure phase 10 59 Demo Admin 10 59 0 0 ASS Was assurance given for client s assistance 10 FO Demo Admin 10 70 0 0 REL How accurate and relevant was the information provided 10 62 Demo Admin 10 62 0 0 HEL Was additional help offered with enthusiasm 10 63 Demo Admin 10 63 0 0 PRO Was the problem resolved on first contact 10 64 Demo Admin 10 64 0 0 TIM Did the rep manage time effectively 10 61 Demo Admin 10 61 0 0 DBC Was DBC done 10 50 Demo Admin 10 50 0 0 ercer rere ne For each form section question an average is computed and compared to the one of all graders who graded at least X calls in the specific area This way it is easy to spot trends and anomalies on grading behavior Values shown in gray refers to non scorable questions Average for this type of questions is counted only for reference purposes 139 Chapter 14 Payroll data in QueueMetrics Starting from QueueMetrics version 1 6 QueueMetrics is able to produce extensive payroll information suitable to be exported to a third party application
191. dada Pan sand Poe atu take daa din il caian 162 2133 COMIGUIING o LS AAA A A A A awed 163 21 A COMMMUNNG AGING sase tee tteled ceieetcesscel nie lunes ied die lake Gaa e a a e e a Gae a e tecceceleies 166 21 OP GOMNQUIING IOCANONS 202 05 Toten te32 20 Seats Bios Sat Aone ance wees secede leads Mies Sat lle teria de ies llei AT 168 21 6 COMNGUEING Call QUICOMES indicador ids dido ridad rial Ss 169 2d COMMOUNING Pause CUES nda cir ia dilatada lia ainataen ise dd drid cai dia darian dao Das dad 170 21 8 Bio gli IV alo flo 141 Mo 010 e AAA PI Pr O e O O E 171 21 9 E io Y o AA O O say Ae cate donee seduced A A O A A d octets 172 21 10 Defining agent pertormance MWUI S tesiidasianiiias arial iaa ai diras dida Dadas 177 21 11 Dataset based agent performance wizard ccc eect ene cnn 179 PO A AA A a testes ee ssces 180 21 185 Repon Expone oniguration PAGOS sesties asinar e did ii aida da Phin dais cidad diia dioss 183 21 14 Configuring IVR and DID DNIS DAMOS ciociasioecissi ici isis rr raid adas Dv 184 21197 GOMIguina paged CAINSIS 222 t2cJstcanty Drill Prada cds e Ptas ditac rc latin teed soe 185 21 16 Configuring the new Real time Agents Page 2 cc cece eee 186 21 17 QUEUEMEetIES COMNGQUIATION WIZATO ses oriniai ainaani ae iai eni Eend AeA a ia ae id e nag ddend ance bide a6 188 21 18 Unattended QueueMetrics configuration and update 2 cc cece eee 191 21 19 COMNGUIING system preleronces e
192. data is recomputed The following preferences must be set in configuration properties realtime useActivePolling true realtime ajaxPollingDelay 5 92 The real time agent page realtime useRowCache true realtime agent_autoopenurl true As this setting depends on the Row Cache see The Row Cache Section 21 21 4 RAM cache inspector is is mandatory that you use a SQL based storage type to confirm that Active Polling is working look at the date and time value on the bottom right corner of the agent s page When Active Polling is working you should see it change every few seconds 8 5 Gathering call information through agent side QA forms QA forms described in detail in Chapter 13 Advanced tracking of agent and grader performance can be used on the agent s page in order to gather generic information about the current call They may act as a kind of embedded database of calls that is accessible for reporting within QM itself In order to turn on the filling of QA forms by agents you need to e Make sure your agents hold the QA_ TRACK security key You might consider adding it to the Agents class e Create special QA forms to be used by agents You can use security keys to make sure that your agents have access only to the forms they are supposed to see versus forms used for proper QA tracking by QA specialists e Create form items made of multiple selection or Yes No questions e In agent s forms all or most que
193. de Items cannot be deleted if they are in use by at least one form You can see the set of forms that are using the chosen it at the bottom of the editor s page 21 9 3 Item value type Numeric A numeric value type must be an integer number between 0 and 100 extremes included 21 9 4 Item value type Yes No A Yes No value stores 0 when set to No and 100 if set to Yes 21 9 5 Item value type Combo This lets you create a drop down selector asscociating each entry with a given value 176 Editing QueueMetrics settings You enter the list of values in Multi value format text box with the format Ao es si a Acce Each option is made up of a numeric value plus the colon symbol plus the text to be displayed Multiple options are separated by the pipe character 21 10 Defining agent performance rules As explained above in order to track performance you first have to express a set of business targets that express what is expected from your agents and how much deviations from each rule are comparatively worth expressed in review points This is called a ruleset This can be done through the proper configuration page by users holding the key QA_PERF_RULES they will see a new link from the home page Run payroll reports gt Edit QueueMetrics settings Edit reports Administer users Edit queues Edit agents Edit agent groups Edit locations Edit call outcomes Edit pause codes Edit QA forms Edit QA Perfor
194. de associated to each item in the section OPERATOR is a mathematical operator in the subset lt gt gt s e VALUE is a numerical value in the interval 0 included to 100 included e A rule cannot be composed by other rules When the administrator saves the form the server will parse each inserted rule and if an invlalid rule is be found an exception is raised specifying the first incorrect rule found The administrator must then modify the wrong rule before submitting the form definition again 174 Editing QueueMetrics settings QA Items for Form Test GUI items Add new item section Check section NMYN Not Mandatory Item Yes No MYN Mandatory Item Yes No NMNUM Not Mandatory Numerical Item honn 100 5 MNUM Mandatory Numerical Item NMMUL Not Mandatory Multioption Item S amp F MMUL Mandatory Multioption Item Save EditEorm Back to list la this section could be defined rules for el l i depend qoestions When the role ts satesfed When Save tr pressed all roles will be validated and 2n alert menare will be shown if at the user will be able to answer to associated least one rale could not be satisfied 1 2 the parent s code could not be found dependent qoestion in QA Form For example a few rules are defined in the picture above e The item NMYN is parent of two items MYN and NMNUM The MYN item is enabled only if the value inser
195. de that was entered for each pause It also shows whether the pause taken was considered to be billable or non billable Default page Details of Agent sessions and pauses Shortcut code AD02 XML RPC code DetailsDO AgentPauses Parameters o o See also 6 11 3 Popup of agent activity Detail agent 1i01 334 23 16 2 08 42 332 32 38 18 04 333 52 09 Total session time Total pause time Total billable time Total pauses billable Total payable time payable Start hour acu dM OF 13 33 40 09 07 15 33 06 wo BP 09 07 15 53 00 09 07 16 09 48 4 48 Backoffice Lunch 58 Backoffice 00 BP 09 21 11 56 08 09 21 11 58 06 mmm OS 11 32 00 10 04 11 40 25 Email BNP 10 04 11 36 16 10 04 11 37 34 This is not a normal data block but it is the popup that is displayed whenever you click on an agent s name e The top table reports session pause billable and payable time e The bottom table shows the details of all agent sessions with a break up of all pauses that were made during that session For each pause with a known pause code their billable payable status is displayed e BP Pause is Billable and Payable 73 Report Details e BNP Pause is Billable but not payable be careful e NBP Pause is not billable but Payable e NBNP Pause is neither billable nor payable In the latest release a new Conversation column has been added on to the right of the On Pause column which displays the pause time
196. defined location e The percentage of taken calls related to the total queue calls for each defined location Default page Agents and Sessions Shortcut code AGO06 XML RPC code AgentsDO AnsCallsLocation Parameters o o See also 6 10 7 AGO7 Answered calls by service group Answered calls by service group Level N calls Total call time Avg call time of queue Main 396 6 04 00 1 13 50 0 Wrap 0 0 00 0 0 Spill 0 0 00 E 0 0 Undefined 396 5 06 00 0 46 50 0 b Export as This report shows e The number of answered calls for each defined service group e The cumulated call time for each defined service group e The average call time for each defined service group e The percentage of taken calls related to the total queue calls for each defined service group Default page Agents and Sessions Shortcut code AGO7 XML RPC code AgentsDO AnsCallsSG Parameters o o See also O 6 10 8 AGO8 Agent Performance by ACD Group Agent Performance by ACD Group gt Level Agent Login Dur Calls ln Calls Tot Avg in Avg Avg Avail Oncall Oncall Pau Pau Hi i out calls out dur in out Bill Bill Main Jahn Doe 101 O27 m2 4 1 0 20 0 00 0 20 24 0 152 0 0 0 085 0 085 1229 19 io Manm Jahn Dee 101 Ear 32 1 1 6 00 O20 tat 50 5 0 0 5 4 0 0 20 0 1231 40 b Export as E gt One entry is presented for each agent session What makes this report different from most is that inbound and outbound activity for
197. ding the USR_REPORTS_EXPORT key Each time a user creates or edits a job the next screen will be shown a ee Demo Admin Administrator A S Pa O Your Logo QueueMetrics call center monitor Home Cfg Users Cfg Queues Cfg Agents Cfg Agent Groups Cfg Locations Cfg Outcomes Cfg Pauses Cig QA Reports Export detail Period Today Queue oo All Report name Report Type Export to PDF Orientation Portrait Visibility key E Mail s Separate wath ls 50 E Created by Save Back New Clone i Delete Loway On this page the user is allowed to specify a title needed to identify the job in the job list and other relevant parameters like period queue report name an already defined report set report type XLS or PDF and the orientation valid only for PDF documents Each reports export job could be associated to optional visibility keys used to hide show the job to a set of users Finally a list of e mail recipients can be added if present on generation the resulting report will be sent to them 21 14 Configuring IVR and DID DNIS names Users holding the keys USR_IVR and USR_DNIS can edit the list of known IVR and DNIS names Home Cfg Users Cig Queues CigAgents Cfg Locations tg Outcomes Cfg Pauses iJa Cig Reports Cig VR Cig ONIS Filter Search CreateNew found Page 1 oft coe 205 WR code 3 Description 100 IVR A 100 e 101 IVR B 10
198. disappear The reason why might be that it was answered by someone in LA so QueueMetrics filters it out for you It is also possible to have QM ask for a location to be selected in any case for Real time reports As locations can be key protected this is a handy way to determine which agents can be seen by which supervisors In order to enable this feature you must set the realtime assignedLocationsOnly property When this is set e When a user enters the real time screen the dash that means Any location is not shown anymore and the first location they have the grants to see is be selected e If a user has no grants to see at least one location an error message is raised and they are not able to enter the real time screen Demo Admin Administrator D PE Your Logo QueueMetrics Home Realtime Live Broadcast Update Reload Recap Calls Agents Qucues Superv Reload 12 18 35 49 18s Y Show Show Show Aan No xj Queues O_All Queue N agents Ready agents On pause Unk Bsy N Calls waiting On phone inbound On phone outbound all selected Oo o o qlisales o o o 0 11 o 0 o q2soppor o o 0 Oo vi o o Export as is o Calls being processed Qoue Caller Entered Waiting Duration Agent Srv Export as E gt lt gt Agents currently logged In Agent Last logon Qvueveis Extension Onpause Srv Lastcall On queue Export as gt 0 7 5 Unattended call and VNC monitoring It is p
199. e e A Chat group that is the XMPP address of a queue manager e A Default URL to be used on the Agent s page if no URL is passed in the queue log in order to open a third party application The rules followed by QueueMetrics when displaying the icon link and the associated URL are as follows On the report pages A If the reporting queue is not a composed queue and the queue has an associated URL coming from the queue definition page then this URL is shown B If the reporting queue is a composed queue and or no URL is associated to that queue in the queue definition page then B1 If the call has an associated URL in the queue_log this will be shown B2 If the call has not an associated URL in the queue_log then the URL specified in the configuration properties key default crmapp will be shown If no default crmapp URL has been specified in the configuration properties file the icon will not be shown On the live agent page A If the queue where the call comes has an associated URL in the queue configuration page then this URL is shown for each call B If the queue where the call comes has not an associated URL in the queue configuration page then B1 If the call has an associatd URL in the queue_log this will be shown B2 If the call has not an associated URL in the queue_log then the URL specified in the configuration properties key default crmapp will be shown If no default crmapp URL has been specified in the configuration
200. e O p D Cc D D sD E O Q See information on the current user oO a Yes this feature is enabled No this feature is disabled Reload the user s query configuration as when he Edit Show a Quality Assessment record Send broadcast message to all agents Send broadcast message to all agents belonging to this Supervisor Accepts relative percentages e g 10 URL associated to a call o O D O 244 Appendix F Audit log records The following details are logged for all events e Date and time of the event e User id that is requesting causing the event if this is not applicable a O may be logged instead e Container session ID useful for tracking multiple activities done on the same user session and for further cross matching with system logs e An action and zero or more parameters as detailed below The audit table should be secured as needed by the system administrator by revoking the DELETE grants from it by the QueueMetrics database users F 1 Action class User lifecycle 10XX F 1 1 Action user logon successful e Action id 1001 e Text The full login as a string of the user logging on e Text2 The IP address dotted quad of the user s workstation F 1 2 Action user logoff e Action id 1002 e Text The full login as a string of the user logging off e Text2 The IP address dotted quad of the user s workstation This event tracks only manual logo
201. e Jobn Dee 105 i 1 a OMOH duration 1202 294123 351 Cutbeund 301 O05 tay oo Cale Izin Dee 105 1 g EVR duration 1102 1s 301 Quran 301 oor t i Cate izin Dee i101 I zale 1 a ae 1202 1 201 Cursar 301 103 rai 1 Ager Jehn Dee 105 E 1 a i 1202 10 41 351 Cutbeund 301 n mal oo Agl Jebn Dee 105 i 1 q Me Export as E Currar page 1 4 eM ok 21 16 Configuring the new Real time Agents Page Configuring the new realtime page involves to set some configuration keys that are inherited from the old agent realtime page and a new set of keys specifically designed to operate with the new realtime page This chapter summarize the most relevant keys needed to properly configure the new realtime page and the integrated softphone For more details on each key please refer to the Appendix D System preferences Enable Disable the hotdesking default hotdesking 8 6400 A value different than zero enables the hotdesking Defines a custom CRM page that will be open on each new taken call Asterisk Unique ID visibility and related callback URL associated to the icon default crmapp http server app agent A amp unique U amp server S amp queue 0 amp tst T amp cid default crmlabel CRM Page 186 Editing QueueMetrics settings default showAstClid true realtime agent_autoopenurl true Defines two other optional custom backgrounds Custom web pages for the realtime agent page realtime agent_webl_url
202. e OK button QueueMetrics will send a reminder task to the grader himself that will be displayed after a specified number of days This can be used as a reminder and is optional A new row with the operation details will be inserted in the agent s history table after completion 137 Advanced tracking of agent and grader performance Send a CBT to the selected agent In order to send a CBT Compute Based Training to the selected agent the grader has to insert a text title in the CBT text box and a valid URL in the Reason text box then has to press the OK button on the right side of the CBT text box A new Teaching task will be sent to the agent with the title and the inserted URL A new row with the operation details will be placed in the history table after completion 13 2 Grader calibration reports This is a separate one page report that is only accessed by supervisors earmarked by the key QA_CALREP only in addition to QA_REPORT To access the page you go to Quality Assessment _ Run QA Reports and fill in the form by the bottom of the page Monitor calibration reports Minimum number of calls for agent lac Calculate You will also use the form by the top of the page you usually use for QA reports On the input page you select e A date range dual selector plus predefined periods e One Form if we had an option for All we d get way too many e A queue or composite queue e A call outcome or none for al
203. e Type Total Taken Lost 24 Unknown 396 356 0 20 Unknown 263 263 0 None 397 133 264 gt Export as gt 0 This report shows e The number of total calls grouped by outcome 74 Report Details e The number of answered calls grouped by outcome e The number of unanswered calls grouped by outcome e The percentage of calls related to each outcome Default page Call outcomes Shortcut code 0U02 XML RPC code OutcomesDO CallResByOutcome Parameters O o See also 6 12 3 OU03 Billable activities Billable activities Activity HN Times Tot Avg Min Max Mo Time Backoffice 130 2 09 41 0 59 0 41 1 00 100 0 PI gt Export as E E gt In this report you can find details explaining Billable activities with average minimum and maximum session durations and a percentage on all activities of the same kind Panes sesso AE 6 12 4 OU04 Non billable activities Non billable activities Activity N Times Tot Avg Min Max w Time Hourly break 130 1 04 51 0 29 0 21 0 30 14 3 m Lunch 260 6 20 41 1 28 0 20 2 40 BS 7a EER Export as E In this report you can find details explaining Non billable activities with average minimum and maximum session durations and a percentage on all activities of the same kind Default page Call outcomes Shortcut code 0U04 XML RPC code OutcomesDO ActivNotBillable Parameters o See also OD 6 12 5 OUOS Detailed agent report Detailed agent
204. e agent select Edit users select the pencil icon add the key to the User keys field Alternatively it is possible to assign the SSAREPORT key to all agents by editing the agents class by selecting Edit users from the Home page select the Show classes button select the pencil icon of the Agents class and add the SSAREPORT key in the Keys field 90 The real time agent page This new block of reporting functions is made visible for agents by enabling the SSAREPORT key within the user configuration administration page Cfg Users tab which can be reached by selecting the Edit users link form the main QueueMetrics administrator Home page An agent can run a report based only on the queues and reports assigned to him her To assign queues to an agent you have to select the Edit queues link from the QueueMetrics administrator Home page and select the Assign reports to agents icon next to the queue you want to assign This will take you to the page where you can simply assign the queue to the chosen agents i Deme Adran Adramekiior a E gt 0 U F a Your Ho QueueMetrics Heme GaU CipQeemes Cig genis GigdgenmGreups Ctglecsions Cigtuicones Cigar GaGa GipPei TiRubs Cg Megas Gne CDA Self service agent reports for queue Q Test igeni code escri pica Assigned agendas Len Doe 005 ca apena Mis Bos DD UMEE arr See Beckin queues When assigning reports the same criteria applies as assigning queues where we access the re
205. e agents logging on and off This is a major organizational problem in a real world call center where tracking agent logons and logoffs is vital to the smooth running of the operations The answer is to add a fake queue_log data for each logon and logoff For QM it is important to avoid multiple logoff lines and to compute online permanence with logoffs To do the adding you dial 422XX where XX is your local extension the same happens with 423XX to be logged off Add Member 422 exten gt _422XX 1 Answer exten gt _422XX 2 AddQueueMember my queue SIP EXTEN 3 exten gt _422XX 3 System echo S HPOCH S UNIQUEID NONE SIP S EXTEN 3 AGENTLOGIN gt gt var log asterisk queue_log Sue a xX A See DEatdynloginy Alo agent od SS e Oe hs exten gt _422XX 5 Hangup 213 Configuring Asterisk for QueueMetrics si Remove Member 4234 exten gt _423XX 1 Answer exten gt _423XX 2 RemoveQueueMember my queue SIP EXTEN 3 ES SNS oer ORGHPOCh 1 UE Cay malo qua oa A eid PES QIABIIN 2254 00 exten gt _423XX 4 Set RV S S EPOCH S ORGEPOCH extem HS o cotos oa RV O eG exten gt _423XX 6 System echo EPOCH UNIQUEID NONE SIP EXTEN 3 AGENTLOGOFF RV gt gt var log asterisk queue_log exten gt 24234 7 set ORGHEPOCH gt 1 DEL DEER dynilogimny log Agent s TRANS exten gt _423XX 8 Hangup With this setup we verified that the queue_log can be
206. e filled with three optional values as reported below all The dropdown will show the All assigned option followed by the queues assigned to the agent in QueueMetrics queues configuration and queues where the agent was not assigned but it s free to log in dynamically registered The dropdown will show the All assigned option followed by the queues assigned to the agent in QueueMetrics queues configuration assigned The dropdown will show only the All assigned option In this situation the Add Member Remove Member buttons behave like the old Log on and Log off pushbuttons In the the new Icon panel based Agent Realtime page the meaning of these settings is slightly different because the login panel is different all The login panel shows all the queues visible by the agent in the available queue list and the agent is able to login on any of the queue registered The login panel shows only the queues assigned to the agent and the agent could login out on a single queue or on all queues assigned The login panel shows only the queues assigned to the agent and the agent could login out only on all queues only in this situation the login panel behave like the old Log on and Log off pushbuttons Sets allowed agent codes e g set as 2 d d to allow agents like 2XX but not 3XX or 2X realtime agentRegexp realtime extensionRegexp Sets allowed extension codes Any other code will be rejected e g set as
207. e following cutoff points 5 10 15 20 30 40 50 60 seconds By setting e initial_interval 3 and max_initial_interval 3 e interval 5 and max_monitored_delay 60 You get the following cutoff points 3 5 10 15 20 25 seconds By setting e initial_interval 0 and max_initial_interval 0 e interval 10 and max_monitored_delay 120 You get the default cutoff points 10 20 30 40 50 60 70 80 90 100 110 and 120 seconds Default page Answered calls Shortcut code OK04 XML RPC code OkDO ServiceLevelAgreement Parameters 37 Report Details See also UN18 UNO7 UNO6 6 1 5 OKO5 Disconnection causes Disconnection causes ransterred s Agent disc Ongoing call Caller dis Cause N Calls oe Agent disconnected 247 19 9 MN Caller disconnected T28 60 0 PA Ongoing call 1 0 1 Transferred 243 2 Export as This report shows the reason why calls were terminated this means that e The agent hung up or e The caller hung up or e The call was transferred outside the queue and the agent was freed again or e The call was ongoing at the time the report was run The graph reports the percentage values associated to the reason of why calls were terminated as calculated in the table Default page Answered calls Shortcut code OKO5 XML RPC code OkDO DisconnectionCauses Parameters o See algo OD 6 1 6 OKO6 Transfers Transfers ni Transfer to N Calls a
208. e given period This makes it possible to detect the number of different people that had been working on a given moment Default page Call distribution by day of week Shortcut code DWO5 XML RPC code CallDistrDO StaffPerDOW Parametera seso TC 64 Report Details 6 9 6 DW06 Queue length per day of week Queue length per day of week Day Avg Min Max Cover Steps Monday 0 0 0 0 Tuesday 0 0 0 0 Wednesday 0 0 0 0 Thursday 1 0 N 1 P 25 0 Friday 0 0 0 0 Saturday 0 0 0 0 Sunday 0 0 0 0 b Export as The Queue Length report shows the average length of the queue for each period giving minimums and maximums The Steps computation shows how fast each queue progresses during the period expresses in steps per hour Note giving a meaning to the Queue Length reports may be hard in the case of composite queues Default page Call distribution by day of week Shortcut code DWO6 XML RPC code CallDistDO QPosPerDOW e C 6 9 7 DWO 7 Inclusive SLA per day of week Inclusive SLA per day of week Day Ans Unans Num 10 z 20 30 lt 40 50 60 70 lt 80 90 e100 110 120 Tuesday Wednesday 1 0 1 100 0 100 0 100 0 1000 100 0 0 0 100 0 1000 100 0 100 0 100 0 100 0 Thursday 791 264 1055 75 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 Friday Sataa Sunday b Export as lt gt
209. e modification either the start end time either the pause code the system modifies the database information in order to reorganize the pause in a standard format The standard format is characterized to have a PAUSEALL PAUSEREASON UNPAUSEALL sequence where the PAUSEREASON is placed one second after the 143 Payroll data in QueueMetrics PAUSEALL event This prevents problems with possible malformed pauses present in the database All modifications are logged in the syslog pages with corresponding rollback SQL statements 14 3 Editing the system queue _log file When the user asks for changes on a specific agent session statement QM will try and see if it can find that session and it is well formed This means that some sessions might not be updateable though they work fine in QM Not well formed sections are for example sections where a log on event is not present or overlapped with other events This could be caused by a not corrected queue log following some pbx unavailability or something other If the target session is well formed QueueMetrics will try to detect whether the change causes some havoc with other calls sessions If it does the change is rejected If the target section is well formed but causes a growing cost f or the call center and so requires the key QLOG_LNGR that key is checked if not found the change is rejected 14 3 1 Well formed agent sessions An agent session is considered well formed if e At
210. e note that The recorded file name must contain the Asterisk Call ID for QM to relate it to the call see Section 24 3 Listening to recorded calls using QM for tips on how to configure Asterisk correctly to implement this feature e The audio storage on the Asterisk server must be readable by the servlet container e You must have the correct sound codecs to listen to the sound file on your PC WAV files usually work out of the box but are comparatively quite big while GSM files require an additional codec pack on most Windows machines but consume disk storage much more efficiently The best compromise is usually to use the WAV49 format on Asterisk that is played natively by Windows machines but has a compression and sound quality comparable to the GSM format Asterisk will usually record two different sound files one for the caller and the other for the agent and will then mix them together at the end of the call If this does not happen automatically you might find two different sound files named in and out each of which contains the voice of one of the parties If your call is a multi stint call you may find a number of different sound files for it e It is possible to use different PMs to handle different audio needs see Chapter 22 Listening to calls using Pluggable Modules PM e If generated by Asterisk QueueMetrics can display a variety of other file type call attachments ie calls that are shown with a file extension
211. e queue wait for each call we want cells to turn yellow if the wait time exceeds 30 seconds and to turn red if it is over one minute To do so we enter gt 30 in the yellow alarm box near to Call wait duration and gt 60 in the red alarm box on the same line In the case where both yellow and red conditions match the red alarm prevails Currently the following functions can be used to match a value lt gt different The possible alarms are the following e Number of calls in queue how many calls are present in the queue e Number of agents on call how many agents are on call e Number of agents waiting how many agents are idle e Number of agents paused how many agents are on pause e Call wait duration how much a call is waiting before being answered e Call talking duration the duration of the agent s conversation 21 3 2 Using wildcards in queue names QueueMetrics allows a limited use of wildcards to group together queue names Wildcards work by matching the composition of known single queues so if a queue is not defined in QueueMetrics even if it is present on Asterisk it will NOT be matched by a wildcard of On the other side a hidden single queue will be matched by a non hidden front page queue whose definition is With wildcard matching e stands for any number of characters E g open as the queue composition will match any atomic queue starting with open Just entering
212. e reclaimed and the user session expires If the user tries to continue he will have to log on again It is possible to change the inactivity period that will result in a session timeout by changing the session timeout parameter in web xml expressed in number of minutes lt SES E Ome OI ale Ses OM Linec oUt 30 Secs hon pimeeouin lt SESS Ol Coil Le If changing this parameter it is important to keep in mind that real world users will only seldom use the Log off button and will usually rely on closing the browser window when they terminate using QueueMetrics As the amount of data stored in memory by QueueMetrics can be quite large runs of tens or hundreds of thousand calls are quite common they will be using up RAM until the session times out 2 9 Understanding basic security mechanisms Each user accessing QM should have his own user and password The administrator can easily setup multiple accounts from the administrative interface All user activity is tagged to the user performing it so it s a good idea to give an account to each person accessing the system Accounts can be created blocked and revoked in a matter of minutes Each feature that QM offers is enabled by a special key as if there was a padlock protecting it from unauthorized access The administrator gives each user a key ring that specifies which locks the user can open and therefore what the user can do A list of keys used in QM is available in Appendix B Secur
213. e set of QA records and the relevant audio recordings The result of this activity is e In depth knowlegde of agent performance e Agent life cycle management the grader can move agents between agent groups so that you can manage a process where an agent belongs to multiple skill groups during their lifetime e Continuous improvement of agent performance through agent tasks e g coaching sessions or completing Commputer Based Training to improve the agent s skills For example an agent could start her life as member of the group New Hires When reviewed after a while she could be moved to New Hires Probation when she is found lacking in some subject After a while she could be checked again and moved back to New Hires As collateral features the system also offers facilities to e Create rule sets based on the average properties of a set of calls This makes it easy to have reference points that can then be manually edited e Track the lifecycle of agents This is done by tracking the different agents groups each agent has been a member of and the time period they have been there Just like for agents there is also the problem of comparing graders to each other in order to have a fair view of what is going on and to make sure that grading happens under the company s guidelines and not each grader s own preferences Grader calibration reports fulfill this purpose by comparing graders to each other 13 1 Tracking agent performan
214. e that Java will usually try to use all memory availble before doing a cleanup so seeing most memory in use does not necessarily mean that QM needs more 21 21 2 Checking an Asterisk Manager connection It is possible to check an AMI connection to an Asterisk server QueueMetrics call center monitor Test Asterisk Manager connectivity and dialplan AMI configuration currently found Property Manager cabis di Harsponlaslermk ouigolng clster aleph manager icp dial12345810 10 35 Teast Chesier iro manager icp admin amp 1127 00 01 Test Test manually AMI login AM password Asisrak server AMi port Test As you can see the AMI connections in your configuration properties file are automatically read and can be configured at the touch of a button As an alternative you can manually enter the configuration parameters and see what happens AMI tester AMI test status Status AJL URL tegcadmin sang 1110 16 5 5 5038 ERR Problem AMI query failed Excepli n Liway pl common excepbona TechExcepbon Stack trace Error TCP connecting lo 10 10 5 5 5038 timeout 2000 Exception java met ConneciEwcaplion Error Conmection retusedSteck trace java rel ConmectEsception Conmection refuaed al java net Pain Socketine sockettennech Matve Meteed at java eet PlainSocicimal toten Pain pocketing awa 333 af java net Plan Socketimel comnectToAddress AanSocketimel java 195 at java net Plan Soctetimal connect PlainSocke
215. e versions In order to have it working with previous QueueMetrics installations a database modification should be applied This is limited to adding a new field data5 on the queue_log table The new data5 field Starting from QueueMetrics 1 7 0b8 the qloaderd provided with QueueMetrics is no more compatible with previous should have properties like other dataX fields already present in the table 154 Storing queue data on MySQL In the future we expect Asterisk to be able to write queue_log data straight to a database via ODBC so these tricks will not be necessary anymore 19 4 Loading data in QueueMetrics After you configured the table in configuration properties using the table is only a matter of inputting sql partition preset as the queue_log file name to analyze The partition defaults to blank if absent while the default preset is 1 You can do it directly from the Run custom report form or preset the file name in configuration properties as you best see fit by setting the default queue_log_file property Examples Soul FiOS Means accessing the partition named P03 for preset 1 Sie ple Sy S Means accessing the partition named X23 for preset 3 Sopa Means accessing the present 2 with no partition and SOL amp Accesses preset 1 with no partition If you use agents pages keep in mind that the value in realtime max_bytes_agent will not be the portion of the queue_log to be read but the time int
216. e your Asterisk system in order to gather them see the section Section 24 6 Enabling ACD call attempts recording on Asterisk 1 0 and 1 2 If you do not do so the metrics presented here will always appear zeroed out With Asterisk 1 4 this feature should be automatically enabled with no need to patch the source code 22 Running a report Loway QueueMetrics version 1 2 0 b1 Opera file Edt Yew fockmarks Feeds Mal ghat Tools Help lA Poway QueueMetrics ver N OF gk 5 1110 10 3 5 6080 queuemetrics 1 Gl Home Answered Unans Att Distrib Agents Al Report Details Atomic queve s considered CAA qi ge Perd start date 2006 02 16 4221 Period end date 2006 05 14 2221 Total cals processed 27648 150 png 550 onana Export analysis in CSV format Answered calle Agents on queue Expor Inbound ACD call attempts Total ACD attempts sent to operators 31900 Taken calls Average ablempts 13 Min ablempls 1 Max atempls 2 Total attempts 2 784 Lost calls Avenage atlempls Min atemp Max attempis Total attempts ACD attempts by terminal Agent M lost Awg ring Ring fs H Taken Avg ring Ring fs Agentti Os Dz Oz Agenti02 6 960 a 1532 10 440 3 Agenti03 6 960 10s 3 480 z agents z Us 10s 6 50 s ACD attempts by queue Agent H lost Avg ring Ring 5 H Taken Avg ring Ring 5 ql 103 6 580 5 1044 105 10 440 3 qa 10s 6 550 5 1044 105 10 440 5 This page shows the following pieces of information
217. eMetrics below Available since 12 2 0 Default page Answered calls Shortcut code OK13 XML RPC code OkDO MOHOk Panes seso AE 6 1 14 OK14 Report Header Report Header Report Details Report generated on Atomic queue s considered Period start date Period end date Total calls processed Ratio 2 Export as lt gt October 21 2013 11 24 00 All July 23 2012 11 21 October 21 2013 11 21 93 ans 44 unans 67 9 ans 32 1 unans This is the report header and will be added automatically on each tab on the screen and at the beginning of each session in the PDF and Excel report export Available since 13 04 9 41 Report Details Default page Beginning of each page Shortcut code OK14 XML RPC code OkDO HDRRpt arameo 6 2 Historical reports Details of answered calls 6 2 1 0DO1 Queue details Queue details Dare Collar Queue Wait Duration Pos Disconrecti n Hanelled by Amampis Code Stinta Sr Asterisk WID Bm i q wia 105 0 Cater agentiga b 1 1250968311 050 21 a El asai atonta EEEE gl 02 ost 0 Agent bite Bso 12 1 2 1 TEN a El 8303033 54 43 gl 616 ETEN Agent Johe Dea 160 1 E ATEN a El 2331 200293 ees ees nz wig Lo Ca ar senos 1 El 1 aeni a El AE ens ql na a 0 Calar M s Ben C102 1 El 1 205500313217021 a El ANITA BHAN az nz oz 0 Calar ejentioa z 1 205003139220 21 a El A RET az wa o 0 Cater pgenvld3 1 z 1 1258506611 050 21 a E 2301 0509 ESENSES 2222 al
218. e_last_call_S user_name Playback beep else Playback beeperr Encino o 24 13 Enabling pause codes A pause reason code is a code to be input by a user telling the reason why a pause was started It should be ideally input together with the decision to go on pause though QueueMetrics will accept the code and will attach to the correct pause even if the pause is resumed as long as no other pause is started The reason code is a string though we suggest to use numeric status codes in order to make it easy to input it using a standard telephone keypad The format is the following one L234 123 105 NONE agente TT AEAU EREA SONIT This will set the pause reason to 21 for the pause that is either going on or has just finished If the code is input after over 30 minutes from the end of the last pause it is discarded The following rules apply e A PAUSEREASON row must be set after the agent s pause is started or it s terminated in any other case it s simply discarded e There may be multiple PAUSEREASON rows for the same pause in this case the last one overrides pervious codes e The PAUSEREASON must be passed within 30 minutes from the end of a pause otherwise it will be silently discarded PAUSEREASON for a non existent agent pause will be discarded e f a pause extends over multiple call sessions the PAUSEREASON will be correctly set only for sessions terminating after the PAUSEREASON has been set e E
219. ea We suggest using name similar to ivr abc in order to make it clear it is not a normal queue In cases where the IVR tree is extremely complex you might want to specify multiple areas for the same call In this case when you runa report you must specify all the different areas that make up your IVR tree as the allowed queue s for the report As always e Any call which final state was without an area will be visible in all reports e Any call which final state is in a certain area is only visible to users having that area defined as a possible queue 101 Tracking IVR data 9 2 Implementing IVR tracking In order to track IVR data we need to tell QM a few bits of infromation e When a digit is pressed the time stamp when the event happens the digit pressed and the name of the IVR menu These are logged through the verb INFO IVRAPPEND e When a call is started you may want to log the moment when the call reaches the PBX the calling number and optionally the calling DID This is done through INFO IVRSTART and it is optional e When a goal is reached you may want to log the name of the goal This is done through INFO IVRGOAL and it is optional e When a call is hung up in the IVR you may want to log this information in order to have detailed IVR timing This is done through INFO IVRHANGUP and it is optional Before QueueMetrics 13 03 QueueMetrics used to track IVR sequences as one single record containing the digit sequen
220. ece of information The following rules apply e A CALLSTATUS row must be set after the call is started or it s terminated in any other case it s simply discarded e There may be multiple CALLSTATUS rows for the same Call ID in this case the last one overrides pervious codes e The CALLSTATUS must be passed within 30 minutes from the end of a call e CALLSTATUS for a non existent Call ID will be discarded e Even if a queue reset is detected CALLSTATUS for existing Call ID are applied The agent may either be a fill Agent xxx string or the valid name of an Asterisk channel It is acceptable to use a generic channel name instead of the specific one i e SIP 123 and SIP 123 abca are equivalent The sample queuemetrics context that comes with QueueMetrics can be used as a starting point to output such data 24 12 1 Keeping the UNIQUEID of the call when setting status code One of our clients has successfully implemented Call Outcomes by using AEL In the Hangup Extension use AS MEMS hii Aeration E oe od MESENGER Gitta i e dae aloe Eo see Oise Cell income Laer Set GLOBAL queue last call S MEMBERINTERFACE 4 s UNLQUEID The outcome is recorded like this _ XX gt S user_name contains the extension number of the agent Answer 218 Configuring Asterisk for QueueMetrics Me tetas te cis serna me A QueueLog NONE queue_last_call_S user_name SIP user_name CALLSTATUS Set GLOBAL queu
221. ed call wait time per day Unanswered call wait time per day Day Num Unanswered calls Avg Min Max Avg wait 2010 03 31 0 0 0 00 0 00 2010 04 01 223 100 0 Aii Export as 8 E The total numbers of lost wait time for lost calls are plotted for each day 6 7 4 DDO4 Sales per day Sales per day Day Conv Conv Sales QCont Contacts 2010 03 31 z z 2010 04 01 0 0 0 b Export as Sales and contacts are shown on a daily basis Default page Call distribution by day 96 Report Details Shortcut code DDO4 XML RPC code CallDistrDO SalesPerDay Parameters 6 7 5 DDO5 Schedule Adherence per day Schedule Adherence per day Day Agents 2010 03 31 1 20 0 MM 2010 04 01 4 60 0 b Export as The Schedule Adherence report shows the number of distinct agents that were detected during the given period This makes it possible to detect the number of different people that had been working on a given moment Panes seso AE 6 7 6 DDO6 Queue length per day Queue length per day Day Avg Min Max Cover Steps 2010 03 31 0 0 0 0 0 2010 04 01 1 0 MN 1 A 24 0 0 gt Export as E The Queue Length report shows the average length of the queue for each period giving minimums and maximums The Steps computation shows how fast each queue progresses during the period expresses in steps per hour Note giving a meaning to the Queue Length reports may be
222. ed records and will then run a table optimization to maximize access and insert speed Horne status Agent Logs Agent Awareness Manual table cleanup Back Operation Duration Cieanop of AGAW tables As Cisanup of AGAW logs EB Cleanup of AGAW broadcast messages o Optimizing AGA sorage Bs For each operation performed an overview is displayed showing the duration of the required operation in milliseconds When running on a busy system high maintenance times are normal as the database back end will try to find a suitable moment to perform the required operations 11 7 3 The AGAW Agents page The Agent page is based on the same routine that fetches data for an agent if you select the agent then all the data that would be currently served to that agent is shown A Lowey Oncuedelros version 1 4 3 I4M6 b2 Mozilla Firefox al BE Bla podia Vwuakiza Gomesa Sennalbei Shume T g a e tl db cua Hitpiff127 0 0 1 0081 Agn ina agan lira aga _agenbview fen Pell Demo Admin Administrator ov o Your Logo QueueMetrics call center moniter Home Status Agent Awareness John Doe 101 wo View Status PCode Lasi Wait Max ALL SPH My Y My N Calls Wait _ SPH CPH on 36 2008 01 13 p 0 00 205 oo Sa 132410 oft 15972020101 i hoo 000 00 Cito oo ho Dida O00 Loway Research Agents can be selected from the drop down box on the top of the page This is useful to see what an agent would see without accessing a real
223. eed to add it to the configuration properties file as follow if it is not present sqlPreset al8 table asteriskdb queue_log sqlPreset al8 f_time_id time sqlPreset al8 use _timestamp false sqliPreser als to call iacd ceallia sqlPreset al8 f_queue queuename sqlPreset al8 f_agent agent sqlPreset al8 f_verb event sqlPreset al8 f_partition sqlPreset al8 f_datal datal sqlPreset al8 f_data2 dataZ sqlPreset al8 f_data3 data3 sqlPreset al8 f_data4 data4 sqlPreset al8 f_data5 data5 sqlPreset al8 f_incr This defines the table structure and name QueueMetrics will expect to find and must match the Asterisk realtime database definition The table entry is made up of the name of the Asterisk database followed by a dot followed by the name of the queue_log table 157 Storing queue data on MySQL As this table format does not preserve the insert ordering when reading QM may produce incorrect results unless you perform all the steps described in the optimization section below Optimizing access performance Thought the basic table definition will work out of the box QueueMetrics relies heavily on database access in order to produce any output It is therefore important to issue the following statements on the Asterisk database so that its table is ready for QueueMetrics ALTER TABLE queue_log ALACANT INE RENEDO TAN EE O IRIS ESO LO E ALTER TABLE queue_log DROP INDEX bydate ALTER TABLE queue_log DROP INDEX qname
224. efault audioRpcServer In all other cases just leave this property blank for more information on this topic see Section 24 11 Enabling XML RPC call listening and streaming cluster aleph agentSecurityKey AAA When using the agent s page in cluster mode you must make sure that each agent points to the correct server as this server will be used for both pulling agent s data and sending logon logoff commands This is obtained on the agent s page through a pull down menu where the agent must select the correct server he s logged on to In order to avoid mistakes it is possible to protect a server by adding 159 Monitoring clusters with QueueMetrics a security key so that only agents having that security key will see that server If an agent has only one possible server that server will be automatically selected In practice this means that you could create two agent classes we call them AGENT_A and AGENT _B They have the same keys but in class AGENT_A there is the key SERVER_A and in the other SERVER_B We protect each server entry with SERVER _A for the first and SERVER _B for the other Then we assign users to classes AGENT_A for agents working on the first server and AGENT_B for agents working on the second server If you want agents to manually switch servers or your cluster is made up of only one machine leave this blank 20 2 Setting up the members of the cluster On each box that is a member of the cluster you sh
225. eir broadcast feed they should point their RSS reader to the following URL http qmserver rssname corp 8080 queuemetrics qm_rss_broadcasts do user Agent 101 where Agent 101 is the agent code for the agent whose messages we want to receive Enabling RSS feeds requires a special configuration see the discussion for Tasks over RSS Section 10 3 RSS data O export for tasks which address the same needs 11 6 2 Supervisors contacting specific agents If the agent has a defined XMPP address defined in the Agent configuration page and the supervisor holds the key MON_IM there will be a new icon that will appear in the Realtime screen and will allow contacting the agent directly via XMPP Jabber 119 The Agent Awareness subsystem AGAW 11 7 Administrators monitoring the AGAW system Administrators can run a general supervision of the whole AGAW system In order for this feature to be enabled they must be given the AGAW_ADM key This allows for the Agent Awareness entry to appear under the Edit QueueMetrics settings section By clicking on it the user is led to the Status page 11 7 1 The AGAW status page This is the main page used to monitor the AGAW subsystem All data in this section is populated by the Queue Runner if the Queue Runner is not running then you will find no data in this section Demo Admin Administatar 1 Ow R 0 Your Logo QueueMetrics call center monitor Home Status Agent Log
226. emetrics qm_wab do user robot amp pass xxx reloads l queues ql q2 or for the ajax based page version http server queuemetrics qm_wab_ajax do user robot pass xxx amp reloads l amp queues q l q2 This command will show an auto reloading wallboard showing the real time status of queues Q1 and Q2 If you connect the new Linux box to a large screen or a video beamer and set it in your call center where it will be visible by your agents you have just set up a wallboard at a very low cost using commodity hardware and requiring no human intervention but turning it on in the morning and turning it off in the afternoon You can do the same with the real time screen by using the qm_rt do or the qm_rt_ajax do commands to create a very simple real time monitor running all day long for your supervisors Please note that there is a difference between results produced by the XML rpc realtime calls and the realtime statistics produced through the QueueMetrics GUI when the key realtime members_only is equal to true The difference is related to the agents list shown Being the list of queues in the XML RPC call specified by a list of names instead of a list of queue unique identifiers is not possible to correctly identify elementary queues from macro queues having the same name In this situation the agent list will always be calculated as sum of all agents associated to all elementary queues composing the macro queue even if the macro queue has directly
227. empts recording on Asterisk 1 0 and 1 2 24 6 Enabling ACD call attempts recording on Asterisk 1 0 and 1 2 To get the AGENTATTEMPT code to work it is necessary to patch the Asterisk module called app _queue c in order to track down the required information In order to perform this task you must be confident with general Unix project patching and recompiling It is advisable that Asterisk be shut down before applying the patch In order to apply the patch just copy the file apo queue_agentattempt patch found under WEB INF README to the apps directory of your Asterisk project and then issue the following statement patch p0 lt app_queue_agentattempt patch As long as you see no errors the patching process worked successfully It s now time to rebuild the app by issuing a general make statement from the main Asterisk directory Restart Asterisk and check that the queue system is still working fine To see if the patch was correct try dialling a queue and see that Asterisk writes AGENTATTEMPT records to the queue_log file QueueMetrics starts to analyze AGENTATTEMPT verbs when the configuration key default ignoreRingNoAnswer is set to true 24 7 Enabling ACD call attempts recording on Asterisk 1 4 Asterisk 1 4 is natively able to produce the RINGNOANSWER log entry that servers the same purpose of AGENTATTEMPT so no patching is necessary In this case QueueMetrics reports in the realtime page the last agent that had not picked
228. enabled for the current form that s why the form is evaluated again after each user input Is possible to assign a free text note or a set of notes to each question in the form We call this type of notes as per question notes Per question notes could be added clicking on the icon on the right side of each question and typing the text in the shown popup Questions with already associated per question notes are marked with a different icon as per the following figure QA Grading Mozilla Firefox ME _ localhost 8084 queuemetrics qa popup_qa_grade_ajx jsp i Level Range ltems Input form Close Bele 0 25 0 Form JUReportForm i Req impr 26 50 0 oe Notes Meets exp 51 75 0 ad Exceeds exp 76 100 0 Print Call details Overall Performance Start time December 13 2012 10 46 e 20 Timer Section 1 Avg 0 0 ene 300 Section 2 Avg 0 0 Agent John Doe 101 0 00 Agent Group E Default E ur Total score 041300 Caller 202 Awg About S213 of form JUReportForm x Code Descript Value section 1 siz Section Add Close HS O section 2 2013 02 21 demoadmin Too loud voice 523 Section2 12 10 20 0 O For a thorough description of how Forms and Items can be set up please see the chapter Configuring QA forms Section 21 9 Configuring QA forms 126 Quality Assessment in QueueMetrics When a form is saved it appears as per the following figure E 10 10 5 29 8080 queuemetrics qa popup_gqa_grade_ajx jsp
229. ens for the real time page In addition to the data about the real time activity the user will be able to see a report of the number average duration and average wait time for answered and unanswered calls on the selected queue s The page reloads automatically just like the real time page or can be reloaded by clicking on the Reload now button 16 1 Setting up VISITORS in a real life scenario e You may be running a number of queues for different clients and you do not want one client to see the others queues This is obtained very simply by protecting each queue with a different key and then assigning each visitor the correct key e You want some visitors to use unattended audio or VNC monitoring Distribute or revoke the keys MON_VNC and MON_AUDIO accordingly e A sample visitor user has been created for the demo database that ships with QueueMetrics it is called demovisitor with password demo For security reasons this user must be manually enabled in the standard database 148 Chapter 17 Using Supervisors A supervisor for what QueueMetrics is concerned is a user holding the key SUPERVISOR One such user has the ability to be assigned to the known agents as their supervisor and to run a report with the additional criterion of filtering the results for all agents he is the supervisor of This will work in much the same way as the current Location reporting On the main page and on the Custom report analysis if a user is a Su
230. enticate to the SMTP host default smtpssl Use SSL when sending mail value true or false default smtpDebug SMTP transaction are reported on catalina out value true or false Call SLA It is possible to have a different definition for the inital part of the SLA having e g SLA computed every 5 seconds up to 30 seconds and every 10 seconds up to 60 Property name sla max_initial_ delay The max initial delay and interval that will be shown in the SLA graphs semen sla max_monitored_delay The max delay and interval that will be shown in the SLA graph graphs slainteval o O Parser The following properties control how QueueMetrics interprets data read from Asterisk Depending on the version of Asterisk you are using they may have to be set differently from the system defaults in order to get a correct picture of what is going on Property name default permanentCallbackAgents If call back agents should be considered still logged on after a system reload the current version of Asterisk will do this automatically Default true default considerlncompletetEntities If incomplete entities calls or agent sessions that are in progress at the moment that are in progress at the moment the analysis is being run should be counted in the reports or not Default true default rewriteLocalChannels Rewrites queue_log entries in the form Local xxx context to Agent xxx Default false default rewriteLocalWithQueue If true exten
231. equested data and the amount of processing time e g Agent 101 Client Query Q 2 B 0 E 0 Took 297 ms Pr 0 Lo 94 Ut 0 Pe 0 Co 203 Br 0 297 e The various figures can be used for debugging purposes e g Co is the connection time to the DB 122 Chapter 12 Quality Assessment in QueueMetrics QueueMetrics includes a Quality Assessment QA module that lets you e Define a set of metrics to be used for call grading e Have the QA team grade calls while they re being processed or from historical recordings e Run complete reports by queue and by agent 12 1 Enabling QA monitoring In order to use QA monitoring you should have the following security keys assigned e QA_TRACK this key means that the person can input QA data If this person has the keys to access historical calls or real time calls he will be able to fill in QA forms Individual forms can be further restricted by key protecting them e QA_REPORT this keys means that the holder can access QA reports Individual forms can be further restricted by protecting them with a reporting key as well e USR_QAEDIT this key means that the holder can modify and create QA reporting forms 12 2 Understanding Quality Assessment The QA module in QueueMetrics was built in order for a specific QA supervisor to track the performance of agents on a given set of metrics Each metric is expressed as a long description and has an unique engagement code a short acronym up to 5 letters
232. ersion 16 0 22 Vendo Sun Microsystems bac Class Versa 50 0 Java Home fusefocaliqueuemetnics dk 1 6 0 223i jre System path Jusmbocallquevemetrics bomcaliwebapes queuemebica vv ER AF Siovage type SOL Storage Partition P001 Loway TPF Wersi n BReasion 1 90 5190F 8 16 Language pack 1 2012 04 12 1235 System dime Java Time 2012 04 46 11 52 45 Java Time Zone Europe Rome MySQL Time 2012 04 16 11 52 45 0 MySQL Time is aligned wih Java Time The oficial Quevelletrics websila is located al him iquenemealrics com It is also possible to send the link via e mail to other Firefox users that share the same QueueMetrics instance Once you click on the link you should authorize installation of the extension Software Installation Install add ons only from authors whom you trust Malicious software can damage your computer or violate your privacy You have asked to install the following item lt qmext Author not verified http 10 10 5 29 3080 queuemetricsagaw client qmext 0 2 6 xp1 io After the installation you will need to restart your browser When you restart you will notice a new entry called QueueMetrics sidebar in the Tools menu In FireFox 4 and newer you have to manually enable the Menu bar so that you can find the Tools menu Once the extension is active and running you can disable the Menu bar The first time you open the sidebar you will have to click on the Setup button 115
233. erval in seconds that will be read for the current agent i e if set to 10000 it will search agent data for the last three hours or SO When you enter a sq l file name the error The file sql does not exist means that there is a misconfiguration of the table access fields in configuration properties 19 5 Checking MySQL database status As it is not very immediate to see if a partition is being loaded and how much information is available on the database we provide a Mysql Storage Information page accessible from the main Edit settings menu if the user holds the key USR_MYSQL that provides general database information By clicking on the link a new page will be loaded showing the available partitions by clicking on the Details button information for the chosen partition is extracted Home Current storage info Total number of rows in table 91 104 Total table space 4 1 M Data 2 7 M Indexes 1 4M Partition Entries N calls From To Days of data Last heartheat rt H104 4 608 2007 06 21 06 26 2007 06 23 05 25 20 dwys 2007 06 23 06 25 Note the Number of Calls shown here is meant as a rough estimate and may differ from the one actually shown by the reports o _ Nn Details for partition rt N rows in partition 31 109 Queues Queue Entries From Ta Days al 9216 2007 05 21 06 26 2007 06 23 06 25 2 0 days q 9 216 2007 06 21 0625 2007 06 23 05 25 O dwys Agents Agent Entries From To Day
234. ervlet container e Point your browser to http 127 0 0 1 8080 queuemetrics e Log in and change the default QM installation passwords If you encounter any problems with this setup you should point your browser to http 127 0 0 1 8080 queuemetrics dbtest for a JDBC tester page 2 5 1 Installing using yum On Linux distributions that are derived from Red Hat it is possible to install QueueMetrics using an automated procedure using the yum utility Just type the following commands Wa et Ste Vulmreoos dates yum lo way sch lona cepo yum install queuemetrics The installation will start automatically and all dependencies will be handled automatically When it finishes there is a screen telling you to type a command to create the database follow the on screen instructions to create it Within this installation the database installation is optional as the system will recognize that the database is missing and will begin the database installation wizard as described in the next chapter Automatic database creation When finished point your browser to http 127 0 0 1 8080 queuemetrics and log in using the default credentials The current QueueMetrics installation can always be found at usr local queuemetrics qm current 2 5 2 Automatic database creation When you first open Queuemetrics and no database is present the system will check a few times for an available database This usually takes about 10 seconds QueueMetrics will then
235. ess The print procedure will show scores and notes on the same page Then a general purpose timer widget is shown You can use it for example to track the hold time when listening to a call conversation At the bottom of the form is the button Save that is used to exit the form saving changes This button will appear only when data are in a consistent state that allows saving If you load a saved form it will be shown in read only mode On the bottom part of the form there are the different items to be graded grouped into a set of categories If a box contains invalid data i e something that is not a number between 0 and 100 included it will be displayed in yellow and the form shall not be saved Following the form definition items can be graded by e inserting a score value e selecting the appropriate value from the dropdown menu e checking the proper Yes No options Items that are not mandatory have an associated N A checkbox when checked it disables the related score value and lets the user save a form without specifying any score for that item If all fields within a given section are defined as N As then the Overall Performance will display the entire section with an N A Average total value Items reported in italic are shortcut items that is if a shortcut item totalizes a score that falls into the Issue category the overall form score will be set to 0 The value set in some items may control the set of items that are
236. ess you re ready to log in to QueueMetrics 2 6 1 Automatic update using yum If you originally installed QueueMetrics using yum you can upgrade your system using yum as well e Make a backup copy of the files web xml and configuration properties that are found in WEB INF To be extra safe make a backup of the whole working webapp and of the database being used Type the following command yum update queuemetrics and follow the update process Yum will check if a newer version is available and will install it Copy the old web xml and configuration properties over the default ones that were installed using yum Restart QueueMetrics by entering vo iia que nenecin estr eS iaa e Point your browser to http 127 0 0 1 8080 queumetrics dbtest and check if the database is consistent If there are changes that need to be made to the old database schema the database update utility see below will handle them automatically See also Making settings permanent when upgrading through yum Section 2 7 3 Making settings permanent when upgrading through yum 2 6 2 The database update utility QueueMetrics ships with an utility that makes it very easy to check and upgrade an existing database to the latest version used by newer versions QueueMetrics Before running the update utility make sure you have a backup of the QM database You can access it directly pointing your browser to http 127 0 0 1 8080 queuemetrics dbtest Insta
237. etails and select Submit These are the only editable fields within the displayed form QueueMetrics NUKES AOTEA call center monitor i DbTest Create QueueMetrics database Diagnostic tools This procedure may delete all data H you already have an existing Quewelietrics 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 Ablliastear LAA A A A A A A A A A E fh i MySQL root information MySQL database address localhost rah j E Access lo lhis page ts supposed to be MySQL reat user reac reairicled MySQL roat password You can ium of access io ihis page by salling detal wewTach nfo false in ihe configurdiian properties file QueueMetrics database information QueusMetrics database quevemetrics QueuaMetrics database user queuemetrics QuevaMetrics database password javadude Cima Step Siatus Description Time 1 Testing JDBC connection as ihe MySQL admin MOT_RUW D ms 2 Creating dalabase quevemetics MOT RUM ome 3 Creating grants for user quevamatrics on database quevemetrics MOT RUN D ms 4 Uploading initial schema MOT RUM me This page displays the database creation steps in real time showing the Status and time taken to complete each task 2 5 3 Using the JDBC tester page The main sour
238. eue the queue that is handling the call Caller The Caller ID if available Entered The date and time the call entered the queue system If the call is not answered yet the Waiting field is displayed in red and is calculated according to the current date and time of the server Depending on what type of information is present in the database ATTEMPTS or RINGNOANSWER is possibile to have information about the last agent not picking up the call or the actual ringing agent s phone The default configuration works with a standard Asterisk configuration and lets able to have RINGNOANSWER information Please refer to Chapter 24 Configuring Asterisk for QueueMetrics for the how to configure Asterisk generate ATTEMPTS information When a call is answered the Waiting field tells the time that the caller had to answer the Agent field shows the agent or terminal the caller is talking to and the Duration in red is the current call duration If the call is ongoing and connected to an agent moving the mouse on the wizard icon at the end of the line some icons like Call Monitor and VNC Monitor icons may be present By clicking on one of these icons you activate the specified monitoring see below If the call is ongoing and you have the special grants to do so a red scissor icon might appear moving the mouse on the wizard icon to allow for brute force call closure See the section Closing ongoing calls for further details As soon a
239. external bash script QueueMetrics will publish the original file name in the manifest 6 If the conversion script generates a set of filename with name s already present in the var spool MyJob folder QueueMetrics will rename it them prepending the name s with a random 5 digit number followed by an underscore sign The new name s will be published in the manifest To summarize the overall process a simple example of working environment is provided In the configuration properties is the key export conversionCommand usr local apache tomcat 5 5 25 webapps ROOT testbatch and in the usr local apache tomcat 5 5 25 is an executable testbatch script eocreCommachine RO 01 Ws le eestbar ch rwxr xr x 1 root root 87 Mar 10 05 17 testbatch In this simple example the batch script copies the original file in the temporary folder with a not unique name in this example ae lf aa a SS a A FE ee A ela ae Ob E Goro S27 Peseres ule source file Queue folsliel verona job name parameter field defined The resulting working folder will contain something like Seti ae SOW te PEW ai ak tea eee SOW ante a HOCE HOCE ROOT HOCE HOOT PRR RPE root ROOS root ROOS root And the manifest something like lt call gt AO exo lle FONO 884372 4740 ALO OA Mar Mar Mar Mar Mar LA 10 O IRO 10 10 the job definition page USES oo USES Ole Siles SES ass are sis ula A210 7k resis
240. f how to write an XML RPC server for the QMAudio findStoredFile interface can be found on the XML RPC guide for QueueMetrics We ship a sample implementation of such a server in the xmiroc_audio_server php server that comes with QueueMetrics See also section Section 24 11 Enabling XML RPC call listening and streaming 22 1 4 External audio recorder OrekaWeb Full Java Path it loway app queuemetrics callListen listeners OrekaWeb Properties used oreka jdbcUrl points to the server where the OrekaWeb database is stored Firewalls and MySQL user setup must allow a JDBC connection coming from the QueueMetrics server oreka sipHeader is the name of the tag to be tracked in the Oreka system If missing it s X Unique ID oreka web is the URL of an OrekaWeb application QM uses Oreka s applets for video playback oreka playersize lets you set the size of the player e g 1024x780 oreka mode set to 1 if running Oreka up to minor build number 2494 to 2 if newer This PM lets you offline all the audio recording to an Oreka system see http oreka sourceforge net This PM lets you playback audio and optionally video of recorder calls stored in Oreka In order to listen to live calls it is possible tp use either some Asterisk based method e g ClassicQMListenerRT below or an Oreka based methos like OrekaWebRT below 200 Listening to calls using Pluggable Modules PM It needs the JDBC URI to point
241. f the user logging on e Text2 The IP address dotted quad of the user s workstation e Text3 Which call was involved F 5 Action class Realtime agent management 23XX F 5 1 Action Realtime Agent Logon e Action id 2301 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the user s workstation e Text3 AgentCode XXX AgentExtension XXX F 5 2 Action Realtime Agent Logoff e Action id 2302 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the users workstation e Text3 AgentCode XXX AgentExtension XXX F 5 3 Action Realtime Agent Pause e Action id 2303 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the users workstation e Text3 AgentCode XXX AgentExtension XXX F 5 4 Action Realtime Agent Unpause e Action id 2304 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the users workstation e Text3 AgentCode XXX AgentExtension XXX F 5 5 Action Realtime Agent SMS e Action id 2305 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the users workstation e Text3 AgentCode XXX AgentExtension XXX F 6 Action class Realtime call management 24XX F 6 1 Action Call soft hangup e Action id 2401 e Texti The full login as a string of the user loggin
242. fa ade 11 7 4 The AGAW logs page The system log instead will show the log of the activity for both the Queue Runner and for each agent this is useful to see real life performance 121 The Agent Awareness subsystem AGAW 3 Loway CueweMetrics version 1 4 3 1MM b Mozilla Firelox Be Modfics 4 O Logo Home Status Completato rsuelzza Agent Dato 2000 01 1317 45 04 6 2005 00 13 1745040 2008 01 13 17 45 04 0 2000 01 03 17 43 04 0 2005 01 13 17 45 05 0 2008 01 13 17 43 53 0 2000 01 13 17 43 53 0 SOON 1317430520 2008 01 1317 4 620 2008 01 13 17 43 52 0 2005 01 1317 4316 0 2008 01 13 17 43 160 2005 01 13 17 43 16 0 2008 07 1317 4315 0 2000 01 13 1741415 0 POCA 15170550 2008 01 13 17 39 55 0 2000 01 10317 30 55 0 0058 01 13 17 300 550 o ys ee A Cronciogia Sggnalbri nume 7 e T i o a htp 270 001 BE igm nenial admin ag hgs H Log gt E Demo Admin Administrator a Ga QueueMetrics Agent Awareness System Log Subsystem wa ESET EY Any Admin Chent Loader Entry Tuu emang 14d ma e ippo L D Everythi cbay gt back TA mi GQ quewe leot LO Evenythirey ohay book 343 ma queesdpa LO Evergihir olosy book 234 mes Guest peih 111154 sharing 3 que lo po Gueue unner lsrrinstng 1141 ma pppo L 0 Everythi okay Look 55 mi T pde L 0 Evenig goy book 255 ma qQueus dps L 0 Everything okay book 469
243. fault for a drop down box that is available within the Preferences of the Custom Reports page User that edit this value basically override the default and can change it to a set of predefined durations 1 2 3 5 10 15 20 30 60 90 120 240 and 480 minutes Once this value is edited it stays the same until the user logs off or changes it again This option adds persistence per user to the options set in Custom Reports This makes the user accessible customisation options of QM persistent 4 4 Understanding results Common header On the top of each report a box will be shown showing e Which queue or queues were considered for the analysis e The time period the analysis refers to e Whether the report is about the whole of the queue or is filtered by some criteria 16 Running a report e The total number of calls processed for this analysis divided into answered and unanswered ones e If running in multi stint mode the total number of calls that were joined together There is also a box showing a number of analyses you can export in CSV format When running in report mode QM distinguishes between calls or agent sessions that are complete and calls or agent sessions that are ongoing at the moment the report was taken Ongoing calls or sessions are usually marked in red and counted separately as data for them is not definitive and will appear differently if you run further reports You should also note that a call that has not
244. ffs Other causes of disconnection e g the user closes his browser session timeouts etc are not tracked Therefore you cannot count on having a logoff event for each logon event F 1 3 Action user logon unsuccessful e Action id 1003 e Texti The full login as a string of the user that tried to log on e Text2 The IP address dotted quad of the users workstation e Text3 The error message displayed F 1 4 Action password change e Action id 1004 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the user s workstation F 2 Action class Key management 11XX F 2 1 Action key changed e Action id 1101 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the user s workstation e Text3 The new key that was installed F 2 2 Action key accessed via XML RPC e Action id 1102 245 Audit log records e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the users workstation e Text3 The key that was passed it may be blank if it was just a query F 2 3 Action AGAW key changed e Action id 1103 e Texti The full login as a string of the user logged on e Text2 The IP address dotted quad of the user s workstation e Text3 The new key that was installed F 2 4 Action AGAW key accessed via XML RPC e Action id 1104 e Texti The full login as a string
245. fic output file format e ADP punch files that basically handle the time an agent has been available under ACD but the underlying structure let us able to expand the file format selection by implementing a specific file writer To summarize here are the keys that limit user s permissions when working with Payroll e Users allowed to check the payroll page will be marked by the key PAYROLL e Users allowed to edit the queue_log records will be marked as QLOG_EDIT e Users allowed to edit session data by making it longer will be marked by QLOG_LNGR they must hold QLOG_EDIT as well All queue_log editing is tracked and logged 14 2 Payroll web pages The payroll process happens on the following web pages QM Export data The Search page is linked from the main QM page El Filtered for location My supervised agents gt Payroll Aun payroll reports gt Edit QueueMetrics settings Edit reports 140 Payroll data in QueueMetrics 14 2 1 The search page The search page lets a supervisor search for session activity Demo Admin Administrator D Q our Logo QueueMetrics Payroll extraction Date from 30 December 2009 Jo f00 gt Dateto 29 January z 2010 23 El 52 21 Today Yesterday The day before yesterday Last day Last 7 days Last 30 days Last 90 days Location hd Agent group Supervised by hd Me Run report Loway Lowav Research The page lets
246. figuration properties file Oldest obsolete run to keep when running an optimization in minutes dbmaint agaw_oldestRun 30 Oldest obsolete log to keep when running an optimization in minutes dbmaint agaw_oldestLog 30 Oldest mo bsol te bn adease ent niles FO keep unen tanto p Emi ton min tEe s domaint agaw_oldestBroadcast 180 Once you set up the parameters above as preferred maybe starting with a couple of hours and then see if it is too much too few you add the following call to an hourly cron job wget http server qm qm_sys_optimize do 0_L user amp O_P pass amp amp O_C AGC Where user and pass belong to one administrative user The O_C parameters takes one or more of the following parameters Parameter Meaning Warnings AGC Purge AWAG tables Might block for a few seconds AQL Optimize queue_log table by Will block run daily or weekly when reordering data system not in use OQL Optimize queue_log table Might block for a few seconds OAG Optimize AGAW tables Might block for a few seconds The calls to the qm_sys_optimize transaction are made to be human and machine readable so you might want to run the first time in a browser You might want to run an hourly cleanup job plus a nightly weekly general cleanup and optimization job They all will likely block the tables they are optimizing for a perceivable time so do not run them at peak time when users are actually running QM 21 20 2 Installing the AGAW clien
247. functionally equivalent to Service level agreement in the Answered calls section see Section 4 6 2 Service level agreement but is computed on lost calls It shows how many calls were hung up within a given time frame usually 120 seconds in 10 second increments the time frame and increment can be modified by the administrator if needed see Section 21 19 Configuring system preferences You get a percentage of how many calls were lost within X seconds the percentage includes calls lost in a shorter time frame and therefore grows with time The delta value you see is the absolute increment expressed in number of calls between each time frame 4 7 4 Inclusive Service Level Agreement The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 6 2 Service level agreement with the difference that it is computed taking into consideration both answered and unanswered calls 4 7 5 Unanswered calls by key press If there are any calls that are were set unanswered because the caller pressed a key to exit the queue this graph shows which keys were pressed and how many calls were terminated for that reason 4 7 6 Unanswered calls by stints This graph tells the stint distribution of unanswered calls lt corresponds to the graph called Answered calls by stints 4 7 7 All calls by stints This graph tells the stint distribution of all processed calls It corresponds to the sum of the
248. g IVR Selections Invia richiesta 105 Chapter 10 QueueMetrics Tasks Tasks are a general mechanism to send some QM users a Set of actions to perform This could be e g an agent which call has been reviewed or a grader knowing that an agent has accepted a task Tasks are handled on a separate page that works as a mailbox for incoming tasks and lets you check the tasks you generated Differently from the way QueueMetrics usually works tasks also allow for direct URL linking so that you can have a short URL that is published over RSS or email and allows the user access to the task Before access is granted anyway user authentication is performed Tasks are strictly typed that is you can have only a given set of them In order to handle a basic one to one communication a generic Note task is provided Tasks are shown on the top of each page generated by QueueMetrics when you have new tasks you see a flasing NEW icon A user s tasks are exported over RSS a RSS icon allows easy subscription by clicking on it Unread tasks are also shown on the AGAW page with a count of the number of tasks outstanding Access to the Task subsystem is controlled by the key TASKS 10 1 The task page lf the user is enabled for tasks they will see a couple of new icons on the top every page John Doe Individual agents 202 2 QueueMetrics call center monitor The yellow icon leads to the tasks page if you have new tasks it
249. g cache counts the number of string instances that are currently cached Values in the 100 000 1 million element range are not uncommon All caches are designed to be emptied when working in order to reclaim memory so you can safely click on Clear caches even while QM is running 21 22 System audit log inspector QueueMetrics keeps track of a number of activities that happen on the system for example every time a user logs on or off this fact and the related IP address is added to the audit log Administrators who hold the key USR_SYSLOG can access the audit log from Home Page _ View Audit Log Demo Admin Administrator Wh Y O F A 0 Your Logo QueueMetrics call center monitor Home QueueMetrics System Log Period start date 2011 02 01 13 46 Period end date 2011 02 04 las 46 Repor data Date User Session ld Action Text 1 Text 2 Text 3 Text 4 2011 02 04 14 46 22 demoadmin ABIRBABIOA FT 76E2442202EDC3F0478 Logon demoadmin 127 0 0 1 2011 02 04 10 35 06 demoadmn 41FEFBO5258F2428417003B60756647B Logoff demoadmin 127 0 0 1 2011 02 04 10 34 22 demomdmin 2FEFBOS259F2428417C003B6D07566478 Logon demgadmin 127 0 0 1 2011 02 04 10 34 16 d m admn 202375086901 0DCOCEAJCASE9IBES1A4F L g ff demoadmin 127 0 0 1 2011 02 04 10 31 45 demoadmn 382375089010DCOCE44C46694885144F Logon demoadmin 127 0 0 1 2011 02 04 10 31 35 demoadmin Bra57FS99001466CB0CO0536337FES928 Logotf demoadmin 127 0 0 1 2011 02 04 10 19 55 dembadmi
250. g on e Text2 The IP address dotted quad of the user s workstation e Text3 AgentCode XXX AgentExtension XXX UniquelD XXXXXXXXXX 247 Audit log records F 6 2 Action Call transfer e Action id 2402 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the users workstation e Text3 AgentCode XXX AgentExtension XXX UniquelD XXXXXXXXXX F 6 3 Action Call closure e Action id 2403 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the user s workstation e Text3 UniquelD XXXXXXXXXX 248 Appendix G Glossary AGAW The Agent Awareness subsystem of QueueMetrics ARA The Asterisk Realtime Architecture Agent a person working at the monitored call center and answering to calls Asterisk offers a way for agents not to be bound by physical telephone terminals but to log on to tell the system they are available Aggregate queue see _ Composite queue Atomic queue a queue that matches one to one to an underlying Asterisk queue Call analyst a person whose job is to grade agent s calls through the QA system This may be a specific job or an agent Call back agent an agent that will not stay on line but which telephone will be rung by Asterisk when a call comes in for him Caller a person calling the Asterisk system Call file a function in Asterisk where by writing a specially crafted file it is possible to interact with t
251. gent s page can be used to log agents on and off to dynamically add or remove them to one or more queues to dial a phone number to pause and unpause them and set the call status Each button could independently be enabled or disabled changing the associated key value in the configuration When pressed each button will open up a pop up window asking for details ee l a Agent activities Mozilla Firefox E Es Ii monitor a an Alice Individual agents O PE O Your Logo AuauolVietrics Active calls Agent add member Agent s code 300 Agenti300 Age E Agent s queues All Assigned Reloadnow Logon Logot Addi Entering at Waiting Talking Caller ID Outcome i 0243 1240 71 0 13 0 32 104 rder to mantain session info In orcer t reer are hh As of QM release 12 10 it is possible to set input validation for both the agent code and the extension As an example by setting the key realtime agentRegexp 1 d d you are defining that the agent code must start with a one and cannot be more than 3 digits while by setting the key realtime extensionRegexp d al a 0 you define that the agent extension must be four digits and must end with a zero Please note that the backslash in the regexp has to be written as ll in the configuration properties file Once the user clicks on Run the command will be sent to the Asterisk server and the page will be reloaded It is possible that on very busy machines the comm
252. gent was on pause compared to available time The Pauses per session computes how many pauses on average each agent makes for each log in session These metrics should be considered according to your call center rules on pauses and time out Answered calls for selected queues Level Agent H calls Total call Avg call time Avg wait of queue time lime Urode fined John Doe 1044 125 S1230 230 10 16 6 Undefined Mike Boo 102 250 22050 eS 015 33 3 Undelined sgenti05 125 26500 1 00 hid 16 6 Unde tined spent Cd 251 247 00 033 0015 33 4 bExportas E 0 Answered calls by service group Level N calls Total call time Awy call time of queue Main o 0 00 0 0 Wrap ooo 010 3H o 0 00 0 0 Uria tirect 751 1230 20 0059 100 0 b Export as E Answered calls by location Location N calls Total call time Avg call time Avg wait time of queue Main Location 125 51230 230 iio 16 6 Secondary locabion 250 2250 3s mis 33 3 376 45200 has 0013 0 1 Session details Total sessions 504 Detail Total pause activity detail Detail 4 11 3 Answered calls for selected queues This graph shows who of your agents answered calls for the queues you selected The number of calls together with total and average call durations are computed accordingly 4 11 4 Answered calls by service groups This graph show which priority levels handled calls for your queue This shows whether your main line is staffed enou
253. gents s supervisor COACHING Agent XxX Low score From Grader To Agent s Supervisor Agents does not agree Agents refuses CBT NOTE Refuse CBT From Agent To Grader NOTE Dispute score COACHING Ageninoo From Agent ae To Grader miam Agent To Agents s supervisor 10 2 1 Call QA Graded Task This task is generated when someone grades a call processed by an agent and it is sent to the agent that processed the call The title is Call graded on queue XXXX processed on XXX When you click on the task you are lead to the correct QA form for that call You can enter comments on that call and ACCEPT DISPUTE the grading When you process that task a new task of type NOTE is sent to the grader If you DISPUTE the grading a NOTE task is sent out to the person who graded the call and a separate one to the supervisor of the agent who disputed if any 10 2 2 Note Task This task simply displays a text and can open up a URL when clicking on the Accept button This is used to notify on an ACCEPT DISPUTE The task note is sent when some events happen in QueueMetrics like for example when someone grades an agent call or an administrator supervisor changes group for a particular agent The task note could also be sent through an external XML RPC call 10 2 3 Training Task This is a special task that contains a URL and is sent to the agent by the grader to improve their skills This is used to send link
254. gh to handle the load of incoming calls 4 11 5 Session details By clicking on the Detail button a new page is shown detailing each agent session that was recorded 21 Detail of agent sessions Report Details Atorme queve s considered Penod start date Penod end date Total calls processed Return Session agent detail FExport as gt Agent Start hour End hour Duration agenti 04 DEJ23 C0001 06 23 0000031 John Dos 101 DER 235601 05 23 00051 Mike Boo 102 0622 23560 06 23 0000052 agent 013 D622 2356 01 05 23 000535 agent 04 06 23 C0041 0503 O05 Job Dos 00017 OBS Cc014 04 06 23 000551 Mike Boo 102 068 23 0 04 01 06 73 000552 agert 03 06 23 00 0623 0005 53 agentiga DERI CEH W 0010051 Job Dos i101 063 060 023 0010051 Mike Boo 102 DERI O00 0S3 01052 030 4 50 4 51 432 350 450 asi 4 52 350 4 50 451 Running a report 00 All June 23 2007 0 00 June 23 2007 23 59 1 002 76 0 anzi 230 unang Ext Termination Pause o 123 5 456 g 769 1 13 1 m5 0 456 1 rag 1 13 1 345 g P Time ta 0 00 ooo 0 00 0020 1 00 0 00 030 0030 1 00 O00 Srv For each agent session the start and end times are recorded together with the total duration in seconds If the agent logs on via the call back function the designated call back extension is shown The number of pauses and the total pause time in seconds is shown The Srv column tells
255. h available to QueueMetrics enswitch server used to provide authentication on the remote server enswitch user used to provide authentication on the remote server enswitch password used to provide authentication on the remote server Available since 12 5 4 418 Exposed Interface QueueMetrics expects to have in his classpath an implementation of the following interface public interface EnswitchRecording ou ae Sexias certUzls Sewimcg Most String Username Surin jpassmcrc S spate The getUrls should return a matrix containing the list of URLs associated to the specified calllD Each row in the matrix specifies e The URL at column 0 e The name usually shown as clickable link by QueueMetrics at column 1 22 2 PMs to match Live Calls These PMs are used to listen to live calls 22 2 1 Live calls through QueueMetrics ClassicQMListenerRT Full Java Path it loway app queuemetrics callListen RTlisteners ClassicQMListenerRT 203 Listening to calls using Pluggable Modules PM Properties used For listening to inbound calls callfile monitoring channel callfile monitoring extension callfile monitoring context For listening to outbound calls callfile outmonitoring channel callfile outmonitoring extension callfile outmonitoring context In a single server environment callfile dir points to a local call file directory or a manager interface port In a clustered environment cluster SERVER
256. h no events are not shown The total numbers of call lengths wait time for answered calls and wait time for unanswered calls are plotted for each day Sales and contacts are also shown on a daily basis The Schedule Adherence report shows the number of distinct agents that were detected during the given period This makes it possible to detect the number of different people that had been working on a given moment The Queue Length report shows the average length of the queue for each period giving minimums and maximums The Steps computation shows how fast each queue progresses during the period expresses in steps per hour Note giving a meaning to the Queue Length reports may be hard in the case of composite queues 24 Running a report sLoway QueueMetrics version 1 0 b1 Opera Ble Edt Yew Bookmarks Feeds Mal Chat Jools Help dh Hew paga la a a gt Y e ia om 8080 quevemetrics 1 2 0 b4 q e yoge search 2006 06 14 537 TFA i woe ie Answered call distribution per hour Hour Num Answered calls Avg Min thio T 34 d s Os 01 00 T2 349 0s 208 200 T2 34 0s 204 0300 f2 34 i d s Oz Ta 34 BOs 204 T2 14 E s Os 72 34 00s 205 Ta 34 6005 20s T2 JJ m BOs Als T2 34 i s B04 TE 314 6005 2s T2 JA i GOs Oz 72 34 0s 0s T2 14 0s 205 T2 34 s Als 72 3 4 l s Ws T2 34 G08 204 118 57 Hise Mz 144 5 B08 as Farina 144 5 MO
257. he QueueMetrics URL at the very first call 8 7 2 The call status panel Keyboard shortcut Alt 2 This panel reports a summary of current ongoing call John Doe E Call Status CALL STATUS 0 04 400 200 8 7 3 The call list panel Keyboard shortcut Alt 3 It reports the list of most recent calls Each row is associated with a call The agent could find for each call a set of clickable icons useful to open the URL associated to the call if any or to open the outcome or the QA form panel see below Call List Start of call Walting Talking Caller URL Transfer to Outcome 09 41 38 0 46 2 46 202 301 E 09 41 28 3 17 0 27 200 300 E 09 39 20 1 27 1 30 201 302 P 09 39 17 0 08 1 17 200 400 A 8 7 4 Agent logon panel Keyboard shortcut Alt 4 The Agent logon panel is used to handle the login and logout process The panel reports two lists of queues On the left side there is the list of queues where the agent could login on the right side there is the list of queues where the agent is already logged in To login logout to a queue or a set of queues the agent must select the queue s from the correct list then click on the proper button located in between the lists Based on the direction defined by a set of arrows on each button the login from left to right or logout from right to left process is performed The agent can login logout on all the assigned queueues or on all the available queues with
258. he Stints tab is not needed and appears disabled See Chapter 15 Multi stint calls e Ifa call has events on it that is specific items happening at points in time that go beyond what is displayed for the main call they are shown in the Events tab If not they are disabled The ones currently tracked are IVR traversal events failed call connection attempts and music on hold events e A set of tags A link to open the QA form s available for that call 5 2 Listening to answered calls Clicking on the button with three dots near to a call opens a detail popup like the one below e Call Detail Opera Fie Edt View Bookmarks Feeds Mal Tools Help Ho te tr D Le om 1 8081 queuemetrics G FA 100 4 age aj CO Managers Log off Print Your F amp Call Detail QueueMetrics 127 0 0 1 call center monitor Home Answered Call detail lAsterisk Call 1D 1124267698 6 Date and time 17 08 2005 10 35 46 Report detafesier to y SiPysiplenz Queues i 17 Sec Waiting time 28 sec amt IDisconnection cause Agent End date Transferred to Area analysis Queue detail Date Caller ection Handled by 1706 10 35 46 2 LES TE SiPlsiplenz For each call the recorded pieces of information are shown 32 Showing call details If the call was monitored i e recorded to disk a number of sound files may be shown By clicking on a sound file you can listen to it straight from your browser Pleas
259. he analysis run is a stripped down low fat version of the full analysis QueueMetrics is able to perform When coming to clusters this means that to avoid useless load calls for an agent will be searched only on the server the agent is working on and not on the entire cluster Also we have the problem of defining where an agent is supposed to work as QM can issue commands to Asterisk on behalf of an agent it needs to know to which Asterisk server those commands must go This is obtained by using the Server selection that will appear on the agent s page if QueueMetrics is running in clustered mode If more than one server is selectable the combo box will let the agent switch server as she best sees fit if only one server is selectable QueueMetrics will use that server immediately and will make the combo locked As a QM installer you can control which servers are selectable to which agents by setting the properties cluster agentSecurityKey correctly for each Asterisk server in the cluster 160 Chapter 21 Editing QueueMetrics settings System configuration must be done by the system administrator Most configuration may be done straight from QM itself while system wide preferences must be set editing a text file on the installation server To log on as an administrator you can use the supplied account demoadmin password demo that will bring you to a home page like the following one F Edit QueveMetrics settings HU wizard Lo
260. he call will be considered answerea if the last stint is an answered call lost in all other cases The wait time will be the sum of the wait times on different queues if there are intermediate wait times like those for IVR menus they will not be counted The talking time and agent taken the call will be taken from the last taken call All stats number of call call distribution etc will be counted on the new multi stint calls 15 1 Limitations and side effects Multi stint calls aren t for everyone There are a number of limitations and side effects you should be aware of before attempting to run QueueMetrics in this mode Calls are grouped by the Asterisk Unique ID code this means that if different call stints happen on different servers in a cluster they will not be grouped together All queues the call passed on must be included in the report If you include only the master queue stints on other queues will not be seen Because of the previous bullet it is usually better to configure separate wrap up or timeout queues that is instead of having both a Sales and a Support queue that will send people to the General queue on timeout it would be better to have Sales _ General sales and Support _ General support even if General sales and General support are actually aliases of the same queue All stints of all calls must be included between the starting and ending report times Stints that start before the star
261. he dial plan With a modern version of Asterisk it is generally better to use the Manager interface Campaign a set of outbound calls placed for a given purpouse Composite queue A virtual queue made of more than one atomic queue Useful for reporting all center activity at once DNIS Dialed Number Identification Service is a service that tracks which telephone number was dialed by a customer e g in case of multiple incoming numbers Engagement code an acronym that represents a grading items for the QA forms Grader see _ Call Analyst Invisible queue a queue that is defined in QueueMetrics but cannot be chosen from the front page Useful for queue _ wildcard matching IVR Interactive voice response is a dialog system that allows Asterisk to detect keypad inputs and address the caller to the correct queue or department Jabber see _ XMPP Manager interface a TCP IP Asterisk interface where a process with the right credentials can connect to a remote Asterisk server over the network and control or query its behaviour Must be enabled manually by the Asterisk administrator Monitoring in Asterisk terminology the act of recording to disk Outbound queue see _ Campaign Queue the call distribution object that let Asterisk keep callers waiting and distributes them in the correct order to available agents Each caller is processed on a first come first server basis Subqueue an artifact of QueueMetrics gloaderd that let
262. he entire form They are marked with a red icon when present O the form level are affected by shortcuts averages at the item level are not affected A session shortcut item is an item that if failed will fail the entire section They are marked with a red icon when present If a session shortcut item fails the whole section will have an overall score of zero no matter what other scores are If a shortcut item fails the whole form will have an overall score of zero no matter what other scores are While averages at A mandatory field requires you to select a valid value if it is not checked the user can optionally leave those items blank Mandatory fields are marked with a green icon Different kinds of input can be accepted by the item see below Home CigUsers CfigQueves CigAgents CigAgentGroups CfgLocations Gig Outcomes Cig Pauses Cig QA Cig Perf Trk QA Items Editor Engagement code LIS Description Did the rep display active listening skills ltem weight RY hem is a shortcut No hi ltem is a session shortcut No o HA Item is mandatory Yes ltem value type Number Multi value options Eg 40 Tolmprove s0 Sailistying T00L Created by 15 03 2008 15 19 Lasi update Forms using this Engagement Code Form Quality Assurance Save Back Mew Delete rTerearch O The Engagement code cannot be modified once input and there can be no two items with the same engagement co
263. he given time frame e Loway Oieuebetrics version 1 2 0 b1 Opera Fie Edt Wew Bookmarks Feeds Mal Chat Tools Help New page Me way CueueMetncs ver HO A E ee DF ig om p fft0 10 3 5 8000 quevemetrics 1 2 Gl Answered calls N calls answered by operators Average call length Min call hergth Max cal length Total call lencih Average call waiting time Min ening lime Macc reading time Total veading time N calls answered by operators Average call length Min call length bso call beneath Total call length Average call waiting time Min wailing tine Bso wading irma Total watir tirme Agents on queue Agent Agenda Agertn0s Service level agreement Answer Within 10 seconds Within 20 seconds whin 30 seconds Wikin 40 seconds ian 50 tacode iran 50 tacode Within PO seconds Within 50 seconds ihin 90 seconds ihn 100 seconds Within 110 seconds Within 120 seconds steels te Sok Disconnection causes Cause Agent disconnected Caler dzconnected 4 6 1 Agents on queue This report shows which agents have been available for the given queue how many calls each one handled and the percentage of all calls that each one handled If calls are connected directly to a phone terminal QM tries its best to show the corresponding terminal usually in the format used by Asterisk like SIP 303 to signify a SIP phone whose number is 303 If you connect to H 323 telephones via the OH323 module t
264. he recorded channel names have no meaning and do not refer to a specific terminal that s why all OH323 calls are grouped together under the label OH323 18 Running a report 4 6 2 Service level agreement This report shows the distribution of call waiting times It shows how many calls were answered within a given time frame usually 120 seconds in 10 second increments the time frame and increment can be modified by the administrator if needed see Section 21 19 Configuring system preferences It is also possible to have two time frames in order to have a higher granularity for shorter time periods e g having SLA computed in intervals of 5 seconds up to 20 seconds and in intervals of 10 seconds up to 120 seconds You get a percentage of how many calls were answered within X seconds the percentage includes calls answered in a shorter time frame and therefore grows with time The delta value you see is the absolute increment expressed in number of calls between each time frame This metric is computed only on answered calls i e ignoring lost calls If your SLA is defined in terms of taken and lost calls see the corresponding metrics Inclusive SLA on Section 4 7 4 Inclusive Service Level Agreement 4 6 3 Disconnection causes This report shows the reason why calls were terminated this means that e The agent hung up or e The caller hung up or e The call was transferred outside the queue and the
265. he various queues It is also possible to automatically create users out of the defined agents so that they can log on to QueueMetrics with the very same password they use to log on to Asterisk In order for the wizard to be run the user must hold the grants to administer users edit queues edit agents and must hold the CONFIG key too If the user holds the required keys the label Setup wizard will be shown on the front page Start realtime monitoring a Start wallboard gt Custom report Run custom report Agent report Filtered for agent E Today Yesterday The day before yesterday Last day Last 7 days Last 30 days Last 90 days P Quality Assessment Run QA Reports i t Edit QueueMetrics settings Administer users Edit queues Edit agents Edit locations Edit call outcomes Edit pause codes Edit QA forms Setup wizard Load data from Asterisk Mysql sto E information Agent Awareness manager mi k Show licence information reaira are By clicking on it the administrator will be lead to the first step of the wizard At the top of this page is a dropdown menu that defines where asterisk configuration could be found Actually the wizard is able to read information from e File e Single machine Asterisk Manager Interface e Clustered machines through Asterisk Manager Interface e Asterisk realtime database e Asterisk queue log file By selecting the File source the three edit boxes will
266. he wizard will read information from the machines specified in the standard cluster definition e 3 Asterisk realtime The wizard will read information from the database specified in the configuration e 4 Asterisk queue log file The wizard will read information from the provided queue log file The user pass and stype are mandatory the other parameters are optional and have no meaning when the requested source is different from file The other parameters are e agents specifies the asterisk agents configuration file and it s read only when the File source is specified e queues specifies the asterisk queues configuration file and it s read only when the File source is specified e users specifies the asterisk users configuration file and it s read only when the File source is specified e glog specifies the asterisk queue log file and it s read only when the Asterisk Queue Log source is specified When QueueMetrics terminates the procedure it will answer with a result page where the term SUCCESS or FAIL will be present reflecting the operation success status In this page will be also present a list of the performed operation and their result status An example page is reported below a Demo Admin Administrator D F E 0 Your Logo QueueMetrics call center monitor Home Operation result SUCCESS Below is the list of completed operations and their resull status Id Full name Type Server
267. hoices made on that path prepended by For each path the following information is computed e The number of calls traversing that path 17 Report Details e The average traversal time for that IVR menu e The total traversal time as the sum of all times for each call e The maximum and minimum traversal times Available since 13 03 Shortcut code IVO2 XML RPC code IvrDO vrTiming Parameters CO 6 13 3 IV03 IVR Goals IVR Goals Goal IVR path Selection N calls Average time Minimum time Maximum time Goal x wrx gt br 4 1 0 30 0 30 0 30 Queue IVR test ber 2 br d 1 2 0 20 0 12 0 28 Queue NA tesi Ped se Wr 2 2 0 25 0 22 0 30 Export as Bf This block shows e For each goal all the paths that lead to that goal and their selection the digit that was pressed in order to reach the goal e The number of calls that reached each goal e The average minimum and maximum traversal time to to reach the goal The time is computed since the call is first tracked and not only on the final IVR menu Available since 13 03 Shortcut code IVO3 XML RPC code lvrDO IvrGoals Parameters 6 14 Externally generated reports QueueMetrics is able to fetch and display data blocks generated by external systems This may be used to enhance the standard QueueMetrics reports with data that is handled outside of QueueMetrics for example data from a CRM application or order tracking systems or anything else that makes
268. http queries made in a known format This is really interesting for setting up a cron job to be completed sometimes during the day When QueueMetrics receives external http queries it will perform all the configuration wizard steps together see Section 21 17 QueueMetrics configuration wizard assuming default answers This will result in a background synchronization between your asterisk boxes and the QueueMetrics database To be able to run periodic QueueMetrics update you need e A QueueMetrics user holding the CONFIG key e A command line script able to perform http queries The URL to be used to start the unattended configuration system has to be formatted as follow http qmaddress queuemetrics autoconf_Robot do user demoadmin amp pass demo 191 Editing QueueMetrics settings amp stype Osagents etc agenti conf amp queues etc code conf amp users etc users conf The meaning of specified parameters is below reported e user the username to be responsible for the update process e pass the password associated to specified username e stype defines what type of source you want to use and it could assume the following values e 0 File If no other parameters were specified the wizard will read the files defined in the default configuration e 1 Single Machine Asterisk Manager Interface The wizard will read information from the machine specified in callfile dir key e 2 Clustered Machines Asterisk Manager Interface T
269. ible Visible queue s only Reports for area s and Visible Visible Visible destination queue s The initial QueueMetrics IVR tracking only implemented columns 1 and 8 of the table above By adding the areas as in column 2 e Existing systems are backwards compatible the behavior does not change unless you specify an area for a call e You are free if you want to specify an area immediately so that the behavior specified in column 1 does never happen on your system 9 1 4 Using areas The following general rules apply to areas e A call is displayed in QueueMetrics as belonging to the last area or queue it was showing at its termination or by the end of the requested time frame e An area is set on the first call verb having an area different from NONE This may or may not be the first tracking verb on the call e You cannot specify an area of NONE after a call had an area specified This behavior is implemented in order to avoid logging the area on each IVR key press on manually created dial plans If you do the area is not changed e If you specify a different area for the call the new code replaces the old one e When a call finally enters a queue the queue code replaces the area code The area name might be any valid name in Asterisk lowercase ascii7 string not containing spaces or pipes Uppercase names are automatically lowercased upon reading It is perfectly allowable to use the very same code for a queue and an ar
270. ic call and the number of chunks published in the manifest will reflect this When all files in the job are properly downloaded and converted QueueMetrics will add all relevant QA information only to files with name ending with mp3 Please note that 1 The external script to be called by QueueMetrics should be specified in the configuration properties files through the key export conversionCommana lt should be executable by TomCat If no key was defined the HTTP MP3 File Transfer will skip all actions specified in the 2 3 4 5 6 steps above described i e it will simply download the files and apply QA informations to eventually present mp3 files 2 If the external script is not present in the server and or QueueMetrics is not able to run it this will be signaled in the lt errors gt field present in the manifest one for each call In this case QueueMetrics will publish in the manifest the original file name 210 Exporting call sets from QueueMetrics 3 QueueMetrics will not delete the original file from the var spool MyJob folder If you need to have it deleted your conversion script should do it 4 QueueMetrics will not publish the original file name in the manifest unless if exceptions were raised in the conversion move process If you need to have the original file published in the manifest your script should move not copy it to the temporary folder 5 If some exception is raised when moving files or calling the
271. icAnPerDOW Parameters 6 10 Historical reports Agents and Sessions Agent activity refers to the behaviour of Asterisk defined agents If you connect you queues straight to telephone terminals this section will always be empty Each agent may be flagged as being a member of four priority groups e Main the agents usually answering the queue e Spill the agents answering the queue if all Main agents are busy or unavailable e Wrap the agents answering the queue if all Main and Spill agents are busy or unavailable e Undefined this agent is not a member of any priority group for this queue This feature is useful if priority groups are used in the queue configuration If they are not used just assign all agents to Main for each queue If an unknown agent appears on a queue it will be marked as Undefined written in red Agent names are written in blue and are clickable if you click on them in any of the graphs you will be lead to a popup that detail the logon and pause history for that agent As a default QueueMetrics will show and count an agent session if and only if the agent handled at least one call during this session This may not be what you want when you use pause codes an agent may log on and immediately go on pause to do some back end activities If this is the case you should set the configuration option default useRawAgentSessions to true to see all agent sessions 6 10 1 AGO1 Agent session detail Age
272. ics By giving the key AGAW_REP to your supervisors you can have them monitor the statistics of their own agents filtering by the locations they are allowed to see or their own supervision This will lead to a page where the statistics for the relevant agents will be displayed These are the actual live stats that your agents are seeing Home Agents Awareness Report Maina View Queue statistics Queue N Wait MaxWait ACL SPH OCPH CPH OCONV CONV Avg Wait Wrap Queue 1 o 00 AA o Te 0 000 000 Queue 2 i ne a 00 0 0 00 0 0 0 0 Agents statistics Agent Queue Status PCode Last ACL SPH OCPH CPH N OCONY CONV Wrap Calls Agertu Tuae 1 Logged off zy o 0 Bt 429 00 D 0 00 Agent 03 Queue 2 Logged off 00 00 00 428 00 os i All the statistics can be displayed in a set of colours e Black the agent is seeing this item no alarms 118 The Agent Awareness subsystem AGAW e Yellow the agent is seeing this item yellow alarm triggered e Red the agent is seeing this item red alarm triggered e Gray this item is hidden from the agent but is calculated all the same Statistics are reloaded when the AGAW runner script runs so will be updated sequentially by queue If the runner script is not active stale statistics will be displayed 11 6 1 Supervisors sending broadcast notifications If the supervisor holds the key BRO_MSG when he navigates to the Realtime page there will be a tab called Broadcast as in the follo
273. ics 1 7 0 rename it asneeded 5 Download the MySQL connector and place it in WEB INF lib with the other Jar archives It is important that you use the file named mysq connector java 3 0 10 stable bin jar that can be downloaded from http www mysql com products connector j index html Other versions of the MySQL connector will likely work but might require some minor tweaking of parameter The most common case is when a version of the Connector J greater or equal than 3 1 is in use To solve this problem see the page http queuemetrics com faq jsp The current versions of QueueMetrics will handle such parameter tweaking automatically 6 Create a database called queuemetrics in your MySQL installation and fill it with data taken from the file WEB INF README queuemetrics sql The process will probably be something like e Enter your MySQL shell as root typing mysql mysql e Create the new database CREATE DATABASE queuemetrics GRANT ALL PRIVILEGES ON queuemetrics TO gqueuemetrics localhost TDENTIETEDBaraduder e Exit the MySQL shell e Load the database sample with something like mysql user queuemetrics password javadude queuemetrics amp lt queuemetrics_sample sql Edit WEB INF web xml change the parameters of JDBC_URL to reflect your installation The included version uses a database called queuemetrics that is on a the same server using a user called queuemetrics which password is javadude e Restart your s
274. ics has no way of knowing the internal details of such applications we made it possible to call an external XML RPC server we offer a stub written in PHP but it can be written in any language and reside on any server as long as it uses an XML RPC library that will basically pass back to QM the URLs required to perform the required task In order to enable this we first tell QueueMetrics to use the XML RPC Pluggable Modules for both call listening and streaming audio server it loway app queuemetrics callListen listeners ClassicxmlRpcRecordings audio liveserver it loway app queuemetrics callListen RTlisteners ClassicxmlRpcListenerR The XML RPC server will be set by setting its URL in a configuration property like for example dera ancora lime sy els On Oly calas e scl in ao Mos en ede pio The server must implements three XML RPC calls called e QMAudio findStoredFile This function is used to find and play back a stored audio file by returning the URL of a player that will play it or the audio file itself This function has in input the following parameters e ServerlD ignore for now e AsteriskID The Asterisk call id as written in the second field of queue_log e QMUserlD the ID of the current QM user e QMUserName the name of the current QM user and it must return the following values e FILE FOUND If the file was found or not maybe it was not recorded e FILE_LISTEN_ URL an URL to open up a player for this call
275. ies of objects it needs to run the Real time and Agents Page This may offer a significant speed up ofter by an order of magnitude and will reduce database load You turn on this feature by setting realtime useRowCache to true e Tune Java memory for maximum performance see the Advanced Configuration manual 7 7 The real time live page The real time live page can be accessed by clicking on the Live tab next to the Realtime tab 84 The real time status panel e Demo Admin Administrator UY 4 6 Your Logo QueueMetrics call center monitor Home Realtime i Live Live call center monitoring 22 59 05 Queues oo All Reload now Server Queue Tot Free Pause Talking Otherg Logoff Length Max wait aleph 2 DPS 1 oO 1 g 5 oo aleph Tesi 1 o o o 1 3 0 00 bExportas E 0 Calls being processed Server Queue Called ID Wait Talk 0 Pos Agent Entered Status aleph a DES 56 Lia i 0034 John Doe 101 06035 22531 AG F Export as BE 7 0 Agents currently logged in Server Agent Status Logon Queues aleph John Dos 101 Call 65256 queve test queue dps p Export ET A 3 tk Server status Server Status Time ms aleph oK 234 irte OH 187 kExportas HE 0 In order to mantain testion information this page will reload automatically This page is not built from the queue_log data as all other information reported by QueueMetrics but it s read right from each Asterisk box s Manager interface So what y
276. ifferent activities The main activity for an agent will be Available time i e the time when an agent is ready taking or placing calls When an agent pauses out of Available time they may want to flag the reason for the pausing e g doing backend activities lunch etc This way you can track agent activities punctually If they don t flag a pause it will be computed as simply Pause time Each pause code is written on the queue log while the pause in progress i e after the agent goes on pause and before the agent stops that pause The pause code will usually be defined by a numeric sequence that the agent will either key in on their telephone terminal or report through QueueMetrics itself through the Agent s page QueueMetrics will not consider how the sequence is entered as long as it s present in the queue_log data it runs on z DEA Demo Admin Administrator 1G O PE Your Logo QueueMetrics call center monitor Pause codes Fiter sean gt Eran teme found 5 Page 1011 e o gt Pause code Description Key Billable Payable Type 10 Lunch a a F 31 Hour break F 12 Email a a 13 Backoffice Fa 20 Wirag 3 Virap Ed un age 1041 li Create New For each pause code it is possible to tell QueueMetrics whether that time is e billable or non billable whether the pause will be counted for client billing e payable or non payable whether the pause will be counted for payroll
277. ike in this case a QA form this button lets you access a form with the related information e Process the user acknowledges having seen the task e Dispute the user acknowledges having seen the task and disputes the given score e Edit Note lets you save the edited Note field By the bottom of the page general information on the task is displayed e From the originator e To the receiver e Created on the day it was created e Valid from the day the task started being addressable e Expires on the deadline for completing the task e Last updated the date this task was last processed e Status the current task status If the task is related to other tasks a task history table is shown In this table user could find for each related task information about e Task Id the unique identifier of the related task e From the originator 107 QueueMetrics Tasks e To the receiver e Created on the day it was created e Valid from the day the task started being addressable e Expires on the deadline for completing the task e Last updated the date this task was last processed e Satus the current task status Abstract the task title e Notes notes associated to the task if any When a user processes or disputes a task it is possible to ping a specific URL if defined within the property default tasks pingURL Further details about this property can be found within the System Preferences chapter 10 1 1 Extended task re
278. ike to help us improve the current QueueMetrics translation QueueMetrics 12 05 released Anew major release available today What s new in QM iel to Know ine latest updates to Queuebletrics Welcome to the news Ihe QusueMetics news senice 15 Up and running As of release 12 10 the Agent page includes a Home button that allows to get back to the above agent web page at any stage no security key or property are required to enable this feature and one or more reporting options selectable by queue report type and durations This block of reporting functions is made visible for agents by enabling the SSAREPORT key within the user configuration administration page Cfg Users tab which can be reached by selecting the Edit users link form the main QueueMetrics administrator Home page An agent can run a report based only on the queues and reports assigned to him her The agent does not have a Search button enabled so s he is not able to access any kind of Custom Reports The reporting can be run directly from the agent web page 87 The real time agent page See section Chapter 21 Editing QueueMetrics settings for further details By clicking on Show inbound calls the agent is led to the inbound calls page Alice Individual agenis gt e PE Orar ie QueueMetrics call center monitor Active calls for agent Alice Agent20d Agent is currontiy logged on queues 200 Reloadnow Logon Logot Ada Member Remove Member
279. ime 10 1 3 Tasks for groups Class tasks Tasks can be addressed to user Classes as well as users This is useful e g for supervisors when you mean Any supervisor not a specific one When you act on such a task you get the ownership that is the task is changed as to signify it was originally sent to the acting agent You do not see outstanding class tasks with the new icon as it is for personal tasks When a task is processed by a person the acting person is displayed as PersonsName on behalf of AgentClass 10 1 4 Task validity and expiration Each task has a Valid from and Due by dates This makes it possible to create tasks that e Show up in the future so you can add yourself a task to complete some future action e Be notified of the expiration dates All tasks that do not have a specified expiration date are to expire by 7 days after they are added to the system 10 2 Types of tasks handled by QueueMetrics The following task types are currently defined as explained in the graph below Descrbes Current wersion 01 1404115 A Task is generated when Lost odie 27 5 2010 A QA form is completed brader sees ihe need for training A Grader moves an agent to a probation group COACHING Agent ARA TRAINING NOTE Ending Probation for AXX Coaching Required iachiwe in Xx days From Grader From Grader To Himself MOTE Your score was WY Score is less han X7 From Grader To Agent Froni Grader To Agent To A
280. ingle real time panel showing call center activity you ll see calls being processed by queues and agent activity in the very moment it s happening You will be able to listen to your agents calls as they are being made and optionally see their screen through a VNC application Give your agents a web based interface panel that lets them see their own calls while they re being handled and optionally launch an external web app like a third party CRM module as the calls come in they also can use it to log on to Asterisk log off and pause unpause themselves Give agents a Mozilla based system awareness application to see in real time how their performance compares to the queue s Allow external users like your clients if you are an outsourcer or the QA dept if you run an in house call center monitor your call center in real time and see a stripped down version of the current statistics Allows tracking of call completion statuses and pause codes so you can run statistics on the result of your CC activity and on the time used by your agents keeping track of their ACD and non ACD time Allows grading of ongoing and historical calls by a QA team and will produce QA reports by agent on an user selectable number of metrics To meet these goals QueueMetrics processes a file called queue_log i e the log file where Asterisk writes signalling events on call queues QueueMetrics is preconfigured with the standard Asterisk installation paths so i
281. ings for this call they are shown under the Audio recordings box The form now displays a Toggle N As button which allows to show hide the Non Applicable specified fields Pressing the Notes button the form will change as per the following figure 127 Quality Assessment in QueueMetrics QA Grading Mozilla Firefox TA e x localhost 8084 queuermetrics qa popup_qa_gqrade_ajxjsp Level Range ltems Input form Close Issue 0 25 0 Form JU ReportForm Req Impr 26 50 o ae OA Meets exp 51 75 0 a a Exceeds exp 76 100 0 Print Call details Overall Performance Start time December 13 2012 10 46 Timer Section 1 Avg 0 0 SS 300 Section 2 Avg 0 0 Agent Eoma Doe 101 0 00 Agent Group 6 Default Ho a Total score 01300 Caller 202 Avg 0 0 AstClid 1355391890 77 Audio recordings Add User Date Question Notes 2013 02 21 12 10 20 0 JUReportiForm Too loud voice demoadmin SA3 2013 02 21 12 09 32 0 JUReportForm Seems not really relevant 3 demoadmin S12 2013 02 21 12 09 05 0 The customer was really satisfied at the end of the conversation 3 demoadmin 2013 02 21 12 08 53 0 3rd Comment demoadmin 2013 02 21 12 08 48 0 2nd Comment demoadmin 2013 02 21 12 08 41 0 1st Comment 5 demoadmin Delete All The user can insert one or more notes that will be saved by pressing the Add button all comments already added are listed in chronological order together with the per question notes inserted for a
282. intervals default useRawAgentSessions If true show all agent sessions If false show only agent sessions with at least one call handled Defaults to false default closeDuration The default duration of a call that is manually closed This is the wait time for calls that have not been answered and the talk time for calls that have been answered default crmapp If present and not empty it will enable the CRM integration column on the answered unanswered call details tables The key could be populated with an URL where some tokens will be expanded by the QM engine Valid tokens are A expanded with agent code U expanded with the asterisk unique ID associated to the call S expanded with server name Q expanded with queue code T expanded with call timestamp C expanded with Caller 1D D expanded with DNIS I expanded with IVR path O expanded with outcome code P expanded with call position in queue M expanded with attempts One example could be http server app agent A amp unique U default crmlabel If present used by the Realtime agent page to identify the CRM page on the dropdown menu default websocketurl The websocket URL used by the Realtime Agent page softphone It shold be in the followin form ws IPServer Port path 234 System preferences Property name default sipaddress The SIP server name or IP used by the Realtime Agent page softphone default rtcWebB
283. is immediately so that this IVR call will not appear on unassigned calls see below for more information e IVR data is made up of multiple IVR menus each of which may have a selection that is a digit pressed by the caller in order to progress forward An IVR Path is a unique sequence of IVR menus that lead to a destination e IVRs may define goals that is activities that don t lead the caller directly to a queue but are tracked as they satisfy in a fully automated manner the needs of a caller For example when a caller reaches the TTS menu reading back their current account amount in your banking IVR that is usually a goal you want to track If a call is still in the IVR phase at the end of the analysis without having reached any goal or having hung up it is considered hung up just after the last known event IVR tracking requires changes to the current dial plan of Asterisk in order to track the required information Such changes detailed in section Section 9 2 Implementing IVR tracking are not complex to implement and are implemented natively in the QueueMetrics module of FreePBX So if you use a common Asterisk distribution chances are you already have IVR tracking available 9 1 A call s life cycle When a call is tracked withing QM it may traverse the following tree WatTime IvrTime ENTERQUEVE WaitTime j ts ie CALLSTART zan ABANDON QM Call life cycle As you can see QM defines three time
284. ist Printable IVR call details Date Caller IVR path IVR DNIS Srv Asterisk UID Goal 11422 17 16 50 12 O20 0 1353461627 b 11 22 17 33 20 ine 1 lt 1234 gt 13 0 30 666777 1353461627 c 11 22 17 50 00 ine 1 lt 1234 gt 14 0 30 668777 1353461627 d x 11 21 16 50 31 1 0 00 0 1353512022 a 11 21 18 50 45 1 0 00 0 1353512022 b Export as E e This block shows the paged detail of IVR calls These are calls that did not hit a queue in the current report and thererfore are reported as neither answered nor unanswered This block prints a complete list and should be used only for printing and XML RPC querying Available since 13 03 Default page Details of answered calls Shortcut code ODO5 XML RPC code DetailsDO CallsIVR Parameters See also Section 6 2 4 OD04 IVR details paged 43 Report Details 6 3 Historical reports Unanswered calls Unanswered calls are calls that were lost i e the caller could not connect to an agent This usually means that either the caller hung up fed up with waiting or the queue system decided to discharge the caller maybe sending him to voicemail or another queue if you run a report with an agent filter or a supervisor filter or a location filter the number of lost calls in the report is usually zero showing just outgoing calls if any This is because the agent is specified only for taken calls and not lost ones so not deleting them all would show e g
285. istory for that agent You can scroll in it as needed by using arrow keys or the wheel of your mouse Detail agent 101 Total session time Total pause time Total billable time Total pauses billable Total payable time payable 334 23 16 2 08 42 332 32 38 18 04 333 52 09 1 37 33 End hour O23 DES O63 053 Da3 6 23 DES 0623 023 Das D623 DETI 00221 0005 11 Tis ory witii wigii Lig Paar tist ti Lt dara 003011 ttii Dt Duration 4 48 Backoffice BP Lunch 58 Backoffice o BP 8 Email 28 0 20 1 00 30 20 1 00 30 020 1 00 30 020 1 00 30 20 Start hour 09 07 15 53 40 09 07 15 53 40 09 07 15 55 00 09 21 11 56 08 comica 0 04 11 32 00 BNP 10 04 11 36 16 09 07 15 53 56 09 07 16 09 48 09 21 11 58 06 10 04 11 40 25 Running a report A complete description of the popup is available in the Report Details Section 6 11 3 Popup of agent activity 4 12 Understanding results Call outcomes If your agents are entering Pause codes or Call outcomes the Outcomes tab will let you report on the information they just entered Home Answered Unans Area At Distrib Agents i Outcomes i All i Report Details Atomie QUELLE S considered T Gueve 1 91 Queue 2 qa Penod start date September 05 2008 10 19 Fenod end date December 04 2006 10 19 Total calls processed 4475 74 0 ana 25 0 unani Outcomes Gene
286. ity for all the queues they are member of Level Agent Time On pause Billable Hon bill F Main John Dee 1017 3 26 46 3 11 00 0 00 2 14 00 2 PA Main Mike Evo 102 10 38 07 0 00 0 00 0 00 2555 PA Undefined agentM03 3 35 09 1 06 00 0 00 1 06 00 254 EEE Undefined agentas 7 42 00 44 00 0 00 44 00 21 2 EEE Export as This report shows e The agent available time e The total billable and not billable pause times In the latest release a new column has been added Paused on Conversation which displays occupancy values Default page Agents and Sessions Shortcut code AGO3 XML RPC code AgentsDO AgentAvail Parameters seso OOOO S 6 10 4 AG04 Answered calls for selected queues Answered calls for selected queues Level Agent N calls Total call time Avg call time Avgwaittime of queue Main John Doe 101 132 530 00 230 0 10 16 7 Main Mike Boo 102 aed 2 34 00 0 35 0 15 23 3 Undefined agent103 132 2 12 00 1 00 0 10 16 7 Undefined agentia 54 256 00 0 40 0015 33 3 Export as E 67 Report Details This report shows e The number of answered calls for each agent e The cumulated call time for each agent e The average call time for each agent e The average wait time for each call taken e The percentage of taken calls related to the total queue calls for each agent Default page Agents and Sessions Shortcut code AG04 XML RPC code AgentsDO AnsCallsQueues Parameters See a
287. ity keys To ease the burden of administering multiple users keys can be grouped into classes Each class offers the additional advantage of giving the key ring a label so that it s easier to see whether an user is an Administrator a User or an Agent by looking at the label and not at the very keys s he holds Individual keys can be granted or revoked individually to handle special cases in addition to the ones anyway present in the user s class For more information see Chapter 21 Editing QueueMetrics settings A list of default users provided with the standard QM installation and their default passwords can be found in Appendix A Default users Just to be on the safe side QueueMetrics keeps an Audit Log of all activities that may have security implications see The Audit log Section 21 22 System audit log inspector for more details 2 10 Understanding QueueMetrics memory requirements To understand QueueMetrics memory needs you must consider that the memory requirements are roughly proportional to the width of the analysis and to the number of required events to track You may think of it as the number of calls plus the number of agent events i e agents logging on and off and setting pauses on and off Calls can be restricted by the queue filter but all agent events in the required time window are tracked This gives you an idea of the memory usage Though the actual memory requirements depend considerably on the actual
288. k oreka playersize lets you set the size of the player e g 1024x780 oreka username and oreka password the account used to access OrekaWeb oreka mode set to 1 if running Oreka up to minor build number 2494 to 2 if newer Available since 12 04 This PM is an advanced version of the OrekaWeb module and it offers the same functionalities plus a few additional ones e Support for encrypted Oreka calls calls can be stored in an encrypted format and will be decrypyed dinamically by Oreka The PM may handle encrypted and unencrypted contents at the same time e Support for audio only playback through the Oreka player a new link will let you open the player as well as download the file as was possible in earlier versions e Support for tags call tags are passed to the Oreka player and you can use the player to move back and forth between them e QM acts as a proxy for all OrekaWeb contents The same set up instruction apply as per the OrekaWeb PM Secure access The OrekaEncrypted PM has QM act as a secure proxy for all Oreka contents e The OrekaWeb server can be invisible to the user e g on a private network e There are no more limitation for cross domain downloading There is a double security check first when a file is requested the proxy checks that this file belongs to the list of audio files that the current user just searched then QM will authenticate to OrkWeb and if successful will try and stream the file
289. k the successful installation of the new key select the Logs tab where you should see that the Queue runner is currently running on a set of queues You now have to configure the queues on which AGAW will run Select Edit Queues from the Home page and select one of the atomic queues not a composite queues amongst the displayed queues ie a queue that matches only one Asterisk queue 113 The Agent Awareness subsystem AGAW Queue Detail A Queue s Separate with T AN Wrap up time sec 2 Visibility key EA Call flow Chat group Default queue URL AAA Main agents Agent 101 Agent 102 Wrap agents Spill agents Attention levels Yellow alarm Red alarm Number of calls in queue SS Number of agents on call eS Number of agents waiting El HE Number of agents paused Er EE Call wait duration NA AA Call talking duration EE E AGAW settings Will AGAW be run for this queue Items defined 4 AGAW enabled for this queue AGAW lookback period mins A Created by demoadmin 18 06 2007 22 30 Last update demoadmin 04 12 2008 14 58 A A A A A A AA A A A A AAA A AAA A AAA A AAA A AAA A AAA A AA A AAA A AAA AA AAA A AAA A AAA A AA AA AA A AA AA AA A A A AA A AA A A A AA AA A A A AAA A AAA A AAA A AAA A AAA A AAA A A A A A AAA AA AAA AA Make sure that the field AGAW enabled for this queue is set to Yes as shown in
290. king on a screen title you display the list of items that belong to that screen Demo Admin Administrator a Your Logo QueueMetrics call center monitor er Home CfgUsers CfgQueues CigAgents CfgLocalioms Cfg Outcomes CfgPauses CIgQA CigReports z i i Report All Reports Answered calls Items Create New All reports This report 1 ems found 1 Page tof 1 L J Tithe Subtit Key Order DO Parameters In all All calls 10 OKDO RiassAliCalls o Cals tub within the green time 20 ORDO AiaeeF uly Within F interval Agents on queue 30 ODO AgentsOnQueue y Service level agreement 40 ODO ServiceLevel4greement amp F Diconnection causes 50 DRDO DescomectionCauses F Transfers 60 ORDO Transfers F Anewered cals by guewe T 000 AneweredcallSyQuevue F Answered cals by direction 60 000 AnsweredcallsSyDirection F Answered calls by stints 30 OKDO StintsOK OD Qu ue position 100 ORDO OP osiOk F NR selection 110 ORDO broke O i ONIS used 120 OKkDO OnisOk O F Create New You can see the title for each item the Data Object tht actually creates data and its parameters Each item can be modified by clicking on the edit icon the one that looks like a pencil 182 Editing QueueMetrics settings i i Demo Admin Administrator 0 Pd a Your Logo QueueMetrics call center monitor A y Horna Cig Users Cfo Queues Cig Agents Cig Locations Cig Outcomes Cig Pauses Cig Q i Cig Reports
291. king on the edit icon the one that looks like a pencil or the associated screens can be shown by clicking on the report title As creating a full report takes a while it is possible to create multiple copies of the All reports items and then doing minor customizations by entering a new report name in the Automatic report configuration dialog This is also handy when you upgrade QueueMetrics and want to test drive new reports that were not previously available 180 Editing QueueMetrics settings If you click on the edit icon you will see the current report configuration Demo Admin Administrator gt O F E O Your Logo QueueMetrics call center monitor Home Cig Users Cig Queues Cig Agents Cig Locations Cig Outcomes Cfg Pauses Cig QA Cfg Reports Report details Title All Reports subtitle Type QM report ha Visibility key Created by Last update N related screens 12 Save Back New Clone Lowey Research e The title and subtitle can be chosen freely and will be shown to the users e The type must be set to QM Report e You can enter a visibility key to make this report accessible to some users only If you click on the pie chart icon you will access a table where you can assign one or more reports to each agent No specific key or property are required but this feature is only available as of QueueMetrics version 12 10 An administrator can also assign the maximum amount of time that an agent can have available whe
292. l QM QM was tested on various distributions of Linux on Windows 2000 XP and many flavours of Unix If you use a RPM based distribution e g Red Hat Linux CentOS Trixbox Elastix FreePBX automatic installation using the yum package manager is available 2 2 Prerequisites Client QueueMetrics is a web based application so it does not require any software to be installed on the client machine but a fairly modern web browser QM is also a multi user application meaning that many users can use share the system at the same time each user is identified by its credentials and not by its physical location The following web browsers have been successfully tested with QM e MS Internet Explorer 8 e Mozilla Firefox e Opera e Google Chrome The application is tested extensively only with the latest generation of web browsers All versions of Mozilla seem to share a common problem when trying to access multiple user sessions from the same browser instance You should not therefore use Mozilla to access QM multiple times from the same browser results might be unpredictable 2 3 Version numbering scheme Since January 2012 QueueMetrics uses a numbering system that is based on when a major release is built The version is then year plus the month of the release So 12 01 1 is the first in the family that was released in January 2012 See how easy that is lt is also nice because then you know exactly how old or new the version you are dea
293. l calls e It is possible to select an agent group as an additional filter e Itis possible to add a minimum threshold of graded calls per grader to be included The analysis happens at three levels e The whole form e The section level e The question level For each form section question a table is computed for the general and for each agent that has graded at least X items Home QA QA Calibration Report Report Details Fiber by Quality Assurance Seecled queue OO Al Queue one q1 72 queve 495 O Test iuevstesi Start perad December 30 2010 00 00 End period January 29 2071 23 59 Created by Demo Admin January 29 2011 16 22 Cal threshold 1 Monitor calibration reports Form report Form Name Grader Calls Average Quality Assurance 6 bd Demo Adm 3 73 Super Visor 3 55 Form Sections report Section Name Grader Average Engagement 61 Demo Adri 65 Super Visar 53 Resolution 68 Demo Admini su Super Visor 56 Business needs 60 Demo Admin TE super Visor 41 138 Advanced tracking of agent and grader performance Demo Admin TU 5U 00 Form Items report Code Question Grader N ltems Average Delta S06 How positive clear and eager was the use of the Corporate 10 3 greeting Demo Admin 10 3 0 0 Cou How well did the rep display courtesy 10 65 Demo Admin 10 65 0 0 ENE Rate rep s enery level throughout the call 10 3 Demo Admin 10 3 0 0 TON How well did the rep vary the tone and spee
294. l score Caller EH3TA AWE AstClid EHIT4 1 Audio recordings Description Call Opening Answer the call in a helpful tone with energy Built repport With customer courteous and friendly used customers name Conveyed empathy sympathy enthusiasm where appropriate Did rep mention his or her name clearly to customer Did representative mention histher name obtain customers name and answer the call with enthusiam Was representative polite and exhibit confidence Did representative empathise with the customer and avoid dead air Did representative use the appropriate call outcome Did representative appreciate the customer for calling and use the appropriate call closing Was accurate and relevant information provided to the customer Did representative collect confirm correct customer information 2Did representative take ownership express willingness to help and portray a positive company image Was representative able to identify the customers problem TWas call resolved Was assurance given to client for assistance How accurate and relevant was all the information provided Positive controlled conversation and conveyed confidence Created ownership accepted responsibility aviod placing blame Drorsnbncad caster oer tee md eer The top left box shows the current threshold values for each levels please note that the label associated to each level is form customizable from the form configuration page See Section 21 9
295. l time agents page integrates a softphone based on the sipml5 project This softphone is proved running properly with Chrome browser and Asterisk11 webrtc2sip or Asterisk12 The softphone automatically registers to the SIP WebRTC server with the SIP credentials specified in the user administration page and a green bullet is shown in the softphone panel The agent can start calls typing the number to be dialed then clicking on the Start Call button Soft Phone 101 1 2 3 Salle la Start Call End Call 7 8 Ja JOm Hold Each time the agent receives a call from the queue the softphone pops up and the Start Call button blinks red Clicking on the Start Call the agent could answer to the call During the call touch tones could be sent by clicking on the dial pad provided in the panel For more information on how to configure the softphone please refer to Section 21 16 Configuring the new Real time Agents Page and Section 21 4 Configuring agents The softphone uses the local PC microphone Chrome security policies allow permanent use of the local microphone only for sites secured with HTTPS Please make sure your QueueMetrics instance is running over secured HTTP and relax all 95 The real time agent page security policies for the QueueMetrics URLs This could be done by clicking on the shield located in the Chrome URL bar and selecting allow not secure scripts for this site Be sure to allow microphone usage for t
296. lar da lao e Ae aea aea aa AS ERA 118 11 7 Administrators monitoring the AGAW system oooocooccccccccoccccccnnnnccncnn nr 120 Quality Assessment in QueueMetrics oi 226 22c6226c ot ees de toalla Beate takes cate lead ate aces bake acca oee ds 123 2A eal OA MONO ANO sitari nae Dic Cane Cece seG odo date Rien hers ce tani eacks eG daceeace es 123 i222 Understanding Quality Assessment accord criada riadas 123 12 30 Gradma callS catatonia idilio rias edad di aaadeont mangoes das 123 diz 4s ROMIOVINIG As IONS A thenedsoeteceddeea tee decadaned seneus teed asee oxen teeeecedaned seenees Aeee case Seen tee eetedanet each oe 129 A NUM QA FEDOS aatas sae diene auc Peetu deat A A 129 12 6 1Ne MalnwOA TODO ieas tebe cee Rctetatudpeeenaeddie tated pees dee a a bape teedeie Dated eee dae toe ented eee tea dsce dened abe des 130 127 RO ZQAy SUMMI COORG eedi a isaac tes ene eee eee ie seed nae Teste 132 Advanced tracking of agent and grader performance ccc cece cece eee e eee eee a eae a aaa a aaa ea aaa aaa aa aaa eae aa aae aaa aaa 134 131 Tracking agent pertormalice setas iiaieioni dorar bei sea laiedeaeedes ATT ra itinere 134 13 2 Orador Calibration TEDOMS 14 24 3208 ance ade Aime aiid Pree hap died anes Dades a a Pree ae ote abed Dades drietesia eae eea cece anes Dub 138 Payroll daia In QUCUCMCIICS 22246 ance tien iaGAcdecantatmanimeddins hee Pug atmdice pncdasaws naaddimd A Dhaaetedddrdanta snes need dius anes Pan ASR 140 UA lis TOW
297. lative magnitude of each queue either in a numerical than in a graphical form Shortcut code UN04 XML RPC code KoDO UnansByQueue 45 Report Details Parameters 6 3 5 UNO5 Unanswered outbound calls by agent Unanswered outbound calls by agent Agent N Calls oe agenti104 1 100 0 b Export as E This graph shows the relative magnitude of unanswered outbound calls grouped by agent Paanees Seeaso 6 3 6 UNO6 Unanswered calls distribution by length Unanswered calls distribution by length o 5 10 15 20 30 40 50 60 TO BO g0 100 110 120 Hangup N Calls Delta Percent Of offered Within 5 seconds 3 10 7 41 WM Within 10 seconds 11 8 39 3 14 9 M Wiihin 15 seconds 15 4 53 6 20206 Within 20 seconds 18 3 64 3 2435 Within 30 seconds 24 6 85 77 324 WR Wiihin 40 seconds 27 3 56 4 30 5 Within 50 seconds ir g 36 4 35 5 PI Within 60 seconds 26 7 100 0 37 5 MU Within 70 seconds 26 0 100 0 Joy Wihin 60 seconds 28 100 0 7 Within 90 seconds 28 o 100 0 37 8 Eee Within 100 seconds 26 a 100 0 FF Within 110 seconds 28 0 100 0 370 II Wiihin 120 seconds 28 100 0 37 5 PUN Export as This report is functionally equivalent to Service level agreement in the Answered calls section see Section 4 6 2 Service level agreement but is computed on lost calls It shows how many calls were hung up within a given time frame usually 120 seconds in 1
298. le Visitor Visitors Log off Print Your Logo QueueMetrics call center monitor Home QueueMetrics Home Page Queue ooAALL Remote monitoring Show current system activity Show licence information Loway res earith Loway Research They can then select one or more queues that they have the privilege to see and click on Show current system activity J Loway QueueMetrics version 1 2 0 b1 Opera Ele Edt Yew Bookmarks Feeds Mal Ghat Took Help Sample Visitor Visitors Log off Print QueueMetrics call center monitor Visitor Realtime call center monitoring 17 32 50 Queue s Coda 1 Coda 2 OUT Reload now Calls being processed Queue Caller Id Waiting Duration Agent 0 Codai 55576551111 0 10 28 Pippo 101 Today at a glance Queue N calls Awg wait Avg talk Total calls inbound 631 13 3 5 71335 Coda 1 631 1338 Ta s Total calls outbound 632 1335 4665 Coda 2 OUT B32 is 466 Queue Ang wait Total lost calls inbound 1005 Coda 1 10 0 z Total lost calls outbound 1005 Coda 2 OUT gt 1003 In order to mantain session information this page will reload automatically 147 The visitor s page This page looks very similar to the real time page where the calls for the given queues are shown in real time If the user is given the MON_AUDIO or MON_VNC keys he will have the opportunity to click on the VNC or the unattended audio monitoring icons and start the procedure exactly the way it happ
299. least one line with one of the Agent logon verbs is present at the time stamp that is given as the start of the session e Aline with one of the logoff verbs is present at the time stamp that is given at the end of the session with same partition ID as at least one starting line found 14 4 The editing log All activity details are logged to the master QM log where they will be available for inspection though direct SQL access The trace log contains A description of the changes the time and the user who requested them e A sequence of SQL that generates the new session timing e A sequence of SQL that is able to restore the records as they were before the change 144 Chapter 15 Multi stint calls In QueueMetrics we define a multi stint call as a call that was processed on more than one queue with one or more queue terminating it for timeout transfers or key exits In the standard QueueMetrics reporting mode this call would be seen as a series of lost calls on one or more queues possibly followed by a taken call if the call was answered at all the system does not notice that those events happened on the same call Running QueueMetrics in multi stint mode calls will be grouped together based on the call s Unique ID and a single call will be rebuilt as a multi stint call so that The call looks like it was handled on the first queue it was presented on the queue enter time and queue position are those of the first queue T
300. let the administrator able to specify the local paths for the agents conf queues conf and the users conf file By selecting Queue Log File as source the associated edit box will let the administrator able to specify the local path for the queue_log file The users conf file is optional and could integrate the information stored in the agents conf file The agents conf file instead is not required only if the users conf is present If you don t have the users conf or the agents conf file you can leave in the edit boxes their default values and the system will be able to skip it if not found 188 Editing QueueMetrics settings For sources different than File or Queue Log File the wizard will use some configuration options to know how to reach the required information More details can be found in Section 21 19 Configuring system preferences and in Appendix D System preferences QueueMetries call center monitor Source gt Agents gt Users gt Queues gt Summary gt Ready This wizard will import agent users and queue data from the existing Astensk configuration Please select the source data location you want to use Agents conf etel asteriskl agents conf Queues cont ete l asterisk queues conf Users conf optional etc asterisk users conf Queue log Ivar log asterisk queue_log Next gt Low way When you have selected the source you want to be read click on Next button You will be redire
301. ling with is Older versions of QueueMetrics had a classical numbering scheme as per 1 2 3 There is no change on the licensing keys or anything else from the old to the new numbering scheme 2 4 Where to install The most common case is to install QM on the same server running your Asterisk instance This will be fine in most cases but in very heavily loaded servers running huge analyses it might be possible that QM will end up competing for RAM CPU and disk I O with the Asterisk system In this case QM should be installed on a separate server and log files should be replicated or MySQL storage used Chapter 20 Monitoring clusters with QueueMetrics to minimize impact on the Asterisk server In most cases like mid sized call centres up to 20 agents on line it will usually be okay to have everything on the same production server It will be fine to have MySQL run on a separate server from the main QM installation 2 5 Installing in practice Installing QM is easy and only takes a few minutes If you run a RPM based Linux distribution see below for automatic installation Installing QueueMetrics 1 Make sure your servlet container is working 2 Make sure your MySQL is working and you have the create grants for a new database 3 Download the latest version of QueueMetrics from http queuemetrics com 4 Unpack QM in the webapp folder of your servlet container The folder created will usually be named something like queuemetr
302. lling QueueMetrics QueueMetrics call center monitor QueueMetrics JDBC connection tester Diagnostic tools Your current configuration es l Ruri ss Lie DB inspector XML configuration file found at usfocallquevemetrics webappa quevemetrics 16 3 00W EB NF web xml y Note JDBC URI configured as 7 e e jabeomysghiecalhost quevemetncs Access to this page is supposed to be restncted auteReconnect rue amp zeroDatelimeBehavior convert oNull4yabc Compliant Truncation talse amp userquevemetnics amp password avacude You can turn off access to this page by setting default wewTechinfo false in the Under this configuration you are ready to run the JDBC connection tester f i configuration propertes file This wizard will guide you between steps required to check and update if required the QueveMetrics database Please click on the button below to start the procedure Start database check Once you access the DB updater it will check and update the database and then optimize it for maximum access performance This may take a while if you have a lot of queue_log data loaded into it From this very page you can also check a number of system properties through the so called DoTest Diagnostic Tools e The current QueueMetrics configuration properties settings e The Java environment used e The Java memory and CPU settings e Whether the AMI connection to the Asterisk is working The current Asterisk configuration The
303. llowing URL you will probably use wget ora similar tool and will script this as a cron job so that it will be run daily or weekly http server 8080 queuemetrics qm_export_stats_run do username robot password robot amp export Id xX where the exportld X parameter is the job number identifier that could be found on the Report ExportConfiguration pages Section 21 13 Report ExportConfiguration pages The server generates the required report and send it to a list of recipients It also returns a copy of the generated document If you don t want QueueMetrics to send e mails but just need to retrieve the file avoid configuring any e mail recipients If there is an error during the document generation or e mail sending phase then an error message is returned instead Please note that the some configuration settings are required for QueueMetrics when sending e mails Further details could be found on the System Preferences Appendix D System preferences We suggest turning on SMTP debug when sending your first e mails to understand what is going on 18 2 Setting up a self service wallboard By using the ROBOT profile in conjunction with reloads 1 it is quite simple to set up an unattended wallboard for QueueMetrics 151 Automating statistics download the ROBOT profile First of all set up a low cost Linux box to boot in its graphical environment automatically launch a web browser and go to the following URL http server queu
304. locks shall be included in each see Configuring reports Section 21 12 Configuring reports The default report already includes all common blocks 6 1 Historical reports Answered calls 6 1 1 OKO01 All calls All calls All calls N calls answered by operators 811 Average call length 60 0 s Min call length 0 20 Max call length 2 30 Total call length 13 5 H Average call waiting time 13 35 Min waiting tin 0 10 Max waiting time 0 20 Total waiting tin 30H Average initial position 0 0 Min initial position o Max initial position 0 Coverage 0 0 b Export as The answered calls section deals with calls that were correctly handled by agents The top panel shows e How many calls were handled e The average call length i e time the caller spends talking to an operator e The maximum and minimum call lengths recorded for the given time period The total call length for all calls on all operators The average call waiting time i e the time a caller was waiting on a queue before being connected to an operator e The minimum and maximum call waiting times on record e The total waiting time for all handled calls The average initial position of the call in the queue e The minimum and maximum initial queue positions that have been detected e The queue position coverage as this information is not tracked for all calls this ratio shows the average number of calls that had queue position rec
305. ls to the following job tests Save This basically lets you add all the calls above to the export job you select If the export gadget should not be visible you have to add it manually to the current report its code is ODO2 see Block ODO2 Section 6 2 2 ODO2 Add to export job After you add sone calls to a job the import transaction will confirm the add through a popup screen that displays the number of calls imported and the number of calls rejected because they were already a member of this job Only jobs in state Open will be availble for adding calls You can now see a list of calls from the Export Jobs page x s Dema Admin Administrator S 3 Or Logo QueueMetrics call center monitor Home Start Caller Queue Agent Wait Talk IVR DNIS Status MT 11 11 53 1275561 ql agent101 5 7 O gt O27 14 12 12 4376751 gl agentit 3 8 o 01 27 11 12 31 8711751 qi agent101 2 4 a S 01427 17 72 21 576925 1 ql agentii01 2 4 E a lema found 4 Page 1 of 7 ie e Back You can search calls within the current job and toggle their inclusion in the exported list by clicking on the reload icon next to each call When the job is ready for shipment the administrator first has to Close it and then to Export it This will take a while Audio files will be retrieved through the curremtly configured Pluggable Module for audio records and will be saved in the job folder 23 3 Output format Thought the actual attributes used are
306. lyzed This parameter can be fine tuned by the system administrator in order to maximise usefulness without creating an excessive server load see Section 21 19 Configuring system preferences Whenever an agent receives a call s he should press the Reload button on the page in order to see the incoming call If you use a SQL storage mode you can enable Section 8 4 Auto refreshing the agent s page Active Polling in order to have the page reload automatically when a new call is detected The page reloads automatically every two minutes in order tomaintain the user logged on in QM Each time the call history changes and if there is an URL associated to the call shown on top of the list a new window will automatically be opened pointing to the specifig URL This feature could be disabled modifying the value associated to the configuration key realtime agent_autoopenurl as specified in Section 21 19 Configuring system preferences 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 agent s numeric code e g 101 for Agent 101 89 The real time agent page Cn e CI LIE IO e A Pr A EE The attempts if present 8 1 Using the agent s page to control advanced features The buttons on the a
307. making often accessed items higher on the menus and on top of the tree This improves user satisfatction and saves circuit usage Tracing IVR goals the report Section 6 13 3 IV03 IVR Goals For each goal what path traversal tree was followed how much it took for it to be traversed as average min max times IVR call details all calls that were not queued are availble in the IVR call details under the codes Section 6 2 4 OD04 IVR details paged and Section 6 2 5 OD05 IVR details full list The detailed description of each data block is visible in the relevant manual section 100 Tracking IVR data 9 1 2 Using IVR areas Considering an IVR call as a possible ancestor of any queued call on the system is often overkill Very often you are able to tell for example based on the DNIS or the caller id the area that the call pertains to If this does not happen calls tracked at the IVR level do not belong to a queue but are possible ancestors of any queue a and therefore appear in the IVR and attrition reports for any queue Though this requirement is formally correct as the main reason for having an IVR offered is routing the caller into the correct queue it often happens that at some point during the call life cycle before the call is connected to a queue you can determine an a areaa of interest that may or may not be a specific queue For example if your call center services multiple clients y
308. mance Tracker Rules View Audit Log Daton samari land date fra hr le Selecting the link a new page is shown listing rulesets already defined In order to define a new ruleset you press the Create New button Home CigUsers CfgQueves Clg genis CigAgent Groups CigLocalions ClgOulcomes CigPauses CigQA Clg Perf Trk Rules Cig Rept QA Performance Tracker Scoring rules Filter Search Create New ID Name tf Description Key N targets 1 Tes AWG Score Test anh AWG score 1 d 2 Test AVG score Avg Test only AWG score Avg 1 3 Test call length Avg Test call lengih AVG only 1 F 4 Test call langih Test call length only 1 F Here found 4 Page 1 of 7 ex Joss The Create New button opens a new page where an empty rule is shown like in the picture below 177 Editing QueueMetrics settings fg Users CfgQueues CfgAgents CfgAgentGroups Cfg Locations CigQutcomes Cfg Pauses CfgQA Cfg Perf Trk Ru QA Performance Tracker Scoring rules Name Conv and QConv Description pa Queue 00 All T Form JUReportForm T Security key Target Enabled Yellow Score Red Score SPH Avg No QCPH Avg No CPH Avg No Y Sales Avg No T QCiAwg No Y Cont Awg No Y N Calls Awg No Y Call length Avg No Y Forms Awg No AVG Score Avg No Flunked Awg No Y Conv Avg Yes Y 0 9 100 1000 QconviAve Yes T 0 9 200 2000 Calllength No 2 AVG Score No T of
309. me Greene ha 11020154 staring 3 queues lo ya Deun eining 670 pa A ippo L 0 Everythng odos book 2418 me T guest Lo D Ever olor gt book 23 mee E guene dps L D Everything okay book 250 ma Gususfunner Btevisiore 1 1215 5 cari 3 queues to yo Taua huee fentanaiing 165 ct d uppg L D Everything olay book 7S ms T paies L 0 Everything obosy book 200 ma Or queens dps Lo 0 gt Exarpibir olor book 237 tr Ar ica LA TADA dao A O A The AGAW log is divided into three parts e Admin operations performed by the administrators e Client access times for clients reading AGAW data One entry is added for each time the AGAW system is accessed e Loader The activity log of the AGAW runner From here you can see if the Runner is working and what it is doing center monitor In case of errors the relevant lines are displayed with a red dot When the Runner is processing you get Aline saying that the runner is starting its current version and how many queues it s going to consider eg Queue Runner Revision 1 15 starting 3 queues to go e Aline for each processed queue if errors were encountered and how long it took one by one e g Q queue dps L O Everything okay took 250 ms e Aline saying that the runner is shutting down and how long the whole run took e g Queue Runner terminating 828 ms You can also see client accesses for debug purposes e You see which agent r
310. me status panel e Status the call status The Wait and Talk times cannot be distinguished at the moment 7 10 Agents currently logged in In the agents panel you can see the following pieces of information e Server the server your agent is logged on to e Agent the agent e Status if the agent is free paused or on call e Logon the time this agent logged on e Queues to which queues is this agent connected at the moment 7 11 Server status The last panel details the status of each server making up the cluster If a server is not correctly set up it will appear as KO e Server the server that QM is polling e Status OK the server answered correctly KO it was impossible to retrieve information from this server e Time how much querying this server took If this value goes up all of a sudden your server is likely experiencing overload 7 12 Enabling the real time live page To enable the real time live page you must do the following e Make sure that your users have the RTLIVE security key e Make sure you have a clustering set up and the manger interfaces are set correctly You can even not use clustering for reporting though the manager interfaces will be read through the cluster manager properties e Make sure that Asterisk has the manager API enabled and that your IP address login and password are correct E g tcp dial bingo 10 10 3 100 will tell QueueMetrics to connect to the manager port on server 10 10 3 10
311. menting the queue where the Set function is called and obviously changing the caller ID information to your needs The following example explains how the feature works exten gt 28 1 Answer A a Ae ids INGOs OMA Sa Iwi eenm Dube lo RIO AAA PER om queue gt OUTOURUE made oy 4 OMT CIN exten gt 28 n set ODIALER QUEUE S OUTQUEUE exten gt 28 n Set ODIALER NUMBER S EXTTODIAL exten gt 28 n Set QDIALER_AGENT Agent S AGENTCODE exten gt 28 n Set QDIALER_CHANNEL SIP QDIALER_ NUMBER exten gt 28 n Set QueueName QDIALER_QUEUBE exten gt 28 n MixMonttor O S ODIALER OURUE S UNIOQUERTD WAY b HA 4 6 ie Sere CUE ILIB eI a hs LESS Frc SiO Uncomment and change this if you nee exten gt 28 n Goto qm queuedial s 1 exten gt 28 n Hangup 29 Send SMS to agent s phones This extension allows the users holding the proper key to send a short message to the agent s phone from the realtime page This feature is supported by Asterisk revision 10 and later versions and is disabled by default Please note that this feature should be supported by the agent s phone NO OM Sence Econ a e ade Sendai reso ODIA made by exten gt 29 n Set MESSAGE body From QM_LOGIN S MESSAGEBODY exten gt 29 n Messagesend sip EXTTODIAL exten gt 29 n Hangup 30 Hangup a live call This extension allows the users holding the proper key to send an hangup message to the PBX in order to hangup
312. mily Process ID and can be inserted only via XML RPC 106 QueueMetrics Tasks For each task the following information is displayed e An icon displays whether the task is overdue red about to be due yellow or yet to be due green e The task sender The task ID that is an unique number that lets you access a specific task directly e An icon for the type of task involved e The task description e The due date if any e The status it can be TBD to be done or Completed or Disputed The list is paged so you only see the first 10 elements or so When you click on a the pencil icon of a task it is displayed in a panel like the one below no 7 John Doe individual agents WE S 025 O Your Logo QueueMetrics call center monitor Tasks List Task Detail Task detail QA Scored Average score 87 0 Call graded Form Quality Assurance Date 2011 01 28 Time 14 53 57 Queue q1 Score 87 0 F r is anote for the current task View Process Dispute EditNote Task info From To Created on Walid from Expires on Last updated Status demoadmn Agent 2011 01 28 2011 01 28 2011 02 04 2011 01 29 TaD This is a QA task tasks of other kinds may differ slightly in their appearance and behavior The top box contains a description of the task while the bottom box contains a note that can be edited freely The following buttons are typical e View in case the task is related to something else l
313. mx256M Xms256M The options for the Virtual Machine Should be okay for most servers USER demoadmin PASS demo The username and password of a user the transactions will be run under This should be a regular user or an administrator with visibility to all queues to be selected JDBC jdbce mysql 10 10 3 5 qmueuemetrics zeroDateTimeBehavior convertToNull amp jdbcCompliantTruncation false amp amp user queuemetrics amp amp password javadude The JDBC URL to connect to the same database as the main QueueMetrics instance see your web xml file OMPATH usr local queuemetrics webapps queuemetrics 1 5 0 The system path to the local QueueMetrics installation You can find it on the local Licence page LERS The number of iterations that will be run by the Java process before terminating and spawning a new Java process This is done so that there is no problem with potential memory leaks as the JVM is periodically rebuilt A higher ITER count means more iterations using the same JVM and avoids the burden of reloading classes and libraries IDLE 2000 The idle time in milliseconds between one interaction and the other RUNLOG false RUNLOGDIR root runlog If RUNLOG is set to TRUE a detailed run log will be created under the RUNLOGDIR This directory must be writeable by the Java process and MUST be cleaned periodically enabling this feature causes a lot of information to be written See Section 21 20 4 Debugging with Runlogs
314. n Doe 101 ng Hel Qualified Quali 4E John Doe 101 sale Sale Sale 16 sip 201 E Hone 21 sip 203 None 3 8 Export as Ex gt This data block displays all the status codes for each call handled by each agent within the current reporting selection If a call has no associated status code then it is counted under a special status code called The columns show e The agent name As an agent might have multiple status codes the agent name will appear multiple times If the agent belongs to an agent group the proper icon is displayed e The call outcome specified both as a code and a description if it is present e The type currently associated with the status code e The total number of calls for that agent under that status code All columns are client sortable Available since 13 04 3 Default page Call outcomes Shortcut code OU06 XML RPC code OutcomesDO AgentOutcomes Parameters See alo OOOO O S 6 13 Historical reports IVR tracking The following reports let you trrack information about IVR calls and goals A detailed explanation of IVR can be found in Chapter 9 Tracking IVR data 76 Report Details 6 13 1 IV01 IVR Traversals IVR Traversals IVR path N calls IVR goal report Success rate Hangups Attrition rate Wwr 2 5 0 0 0 1 20 0 31 5 o 0 0 1 20 0 wr 2 gt mr 8 4 4 100 0 0 0 0 1 2 2 100 0 0 0 0 32 2 2 100 0 0 0 0 iwr 9 1 0 0 0 1 100 0 1 1 0 0 1 100 0 iT 3 0 0 0 0 0 0 31
315. n Er457F35990014B6CB0C0538337F65925 Logan d emoadmin 127 0 0 1 2011 02 04 10 18 50 demoadmn E26AD14830058560DCF415FFAF3AJEFE Logoff demoadmin 127 0 0 1 2011 02 04 10 19 21 demoadmn 526401483D0585980D0C 415FFAFIA3EFG Logon demoadmin 127 0 0 1 2011 02 04 1019 16 dembadmi TOADZEFISFFSIOFSTCOCBIEETDZEBBIT Logo demoadrnin 127 0 0 1 2011 02 04 10 11 40 demoadmn TOADREFITFFS3O SFCOCB1EETD2B8817 Logon demoadmin 127 0 0 1 2041 02 04 10 1127 demoadmn 2 3F0664BD00781816043B9530D8E5807FF Logoff demoadmin 127 0 0 1 2011 02 04 10 02 45 demoadmin SIF0GBABDOTEISIEDAZBESS3008E50 FF Logon demoadmin 127 0 0 1 2011 02 04 1 02 42 0 TRS685E4FAI9E 1902060060320C090648 Logolt 127 0 0 1 2011 02 04 10 02 40 demoadmn TIGGE5SEAFA ME 1808060060320C090648 Logoff demoadmin 127 0 0 1 2011 02 04 03 43 05 demoadmin T7660554F 4395 1606C060060320C90648 Logon demoadmin 127 0 0 1 2011 02 04 03 42 02 dembadmin 0e7TDSG2CABGAS2DOF4000D08566cC2163 Logoff demoadrnin 127 0 0 1 The page displayed is very simple and only allows searching for a given time interval A number of different records are tracked throughout the system see the Appendix Appendix F Audit log records for complete details On a busy system with 50 agents this log may get large fast as it does not get deleted automatically you should keep track of the arch_syslog table size and delete it when it is too large 198 Chapter 22 Listening to calls using Pluggable Modules PM Since QueueMetrics 1 4 7 the retrieval
316. n the current analysis from start to end e One or more columns are present for each hour s timeframe where payable session information is present Default page Agents and Sessions Shortcut code AG11 XML RPC code AgentsDO AgentPayableTimeByHour 6 10 12 AG12 Agent Billable Time by Hour Agent Billable Time by Hour Agent 16 1f 18 19 20 21 22 Total E John Doe 101 IEA 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 54522 gt Export as BE lt gt m 71 Report Details he report details the billable presence time of each agent over the 24h for which you are running the current analysis e The Agent column contains the agent s decoded name level and current group if defined expressed as an icon like elsewhere in QM e Total time is the sum of the duration of billable session time within the current analysis from start to end e One or more columns are present for each hour s timeframe where billable session information is present Default page Agents and Sessions Shortcut code AG12 XML RPC code AgentsDO AgentBillableTimeByHour Parameters seso OOOO O 6 11 Historical reports Details of agent sessions and pauses 6 11 1 ADO1 Detail of agent sessions Detail of agent sessions Agent Start hour End hour Duration EXL Termination Pause P Tlme Srv agentiga 04 01 00 00 07 04 01 00 03 57 3 50 789 1 0 20 John Doe 101 03 31 23 59 2
317. n this example your telephone would be known by Asterisk as something like 105 from intenal e Make sure that the extension context are set to 11 queuemetrics the unattended audio monitoring endpoint e Make sure that the callfile dir property points to a valid callfile directory and that will be writable by QueueMetrics As a now preferred alternative you may enter a Monitor URI in the format tcp user pass server in this case QM will not attempt to generate a call file but will use the Manager command to create an equivalent call instead e Make sure the callfile monitoring enabled configuration property is set to true e Make sure your users hold the MON_AUDIO key e Important make sure that each agent will have their local extension set in QueueMetrics usually entering will be enough If this is not set the icon will not appear e Now when you click on the icon a callfile will be generated and call snooping will start To enable unattended call monitoring for outgoing calls as well you ll have to set the piece of dial plan referenced by the callfile outmonitoring properties Outgoing calls placed though queueDial agi will usually be listened to by attaching to the local S P XXX or Local XXX channel of the calling agent and not to the standard Agent XXX channel used for inbound so a different piece of dial plan will be used Note that in order for QueueMetrics to reference the outgoing calls you must tell it that queue direc
318. n viewing historical reports from the agent web page The key default ssarMaxReportPeriod is defined within the configuration properties file If this key is not present within this file then the default time is 15 days 21 12 2 Editing screens A report is made of a number of screens They are the multiple selectable pages that are available when you run a report As the space is limited each screen has a Short title as well as a full title l Demo Admin Administrator a Your Logo QueueMetrics call center monitor Home Cig Users Cig Queues Cig Agents Cfa Locations Cto Outcomes Cig Pauses Cig QA Cig Reports Report All Reports Screens Create Mew AJl reports tems found Ce aes Short Title Key Order In All Items Answered Answered call 10 12 F Ana DE Details of answered cals 20 1 F Unans Winding 30 16 rd Unans Dt Details of unanswered calls 40 1 SP Area Area code analysis 50 O 3 att Distri 60 o 3 F Day Call distribution by day TO T F Hr Call disiribution by hour 50 F DOW Call disimbubion by day of week 90 O Y ra Agents Agents and Sessions 100 T Fd Ag Dit Detads of Agent sessions and pauses 110 2 SP O s F Outcomes Call outcomes 120 Create New You can see that the items are sorted accoring to their Sort index just as they will be displayed in the main reports You can also see the number of asscoiated items for each screen and whether the screen will appear in the All reports p
319. nanee Oded nie Dodd laeaaed dale dadas ell did dane 219 24 10 Hacking ONS and IVR Mio Malo ticnciccdariatceciiad adnan she dicadamud tee teadiiae ahea wean Sau Plan dire dianas Raed 220 24 16 Enabling Hotdesking in the agent page ccc cece eee cnn 220 24 17 Running Asterisk 1 8 with QueueMetricS ccc cece cece cece cece eee ee eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeasenenes 222 24 18 Handling Agents priorities on queues cc5 cactitinGeindipevnene ot ahaa eee ae eee nde eae ee ardid Dated whee Maes Das 223 24 19 gt COMIGULnG the AME CONMCCUON sarna eri dida Pras Sse dinaantegtes sarndendnite a dian caida lada dd 223 24 20 Listening lo encrypted TECONINGS vu cinaris odisea rias li didn T iaa dae Gabe dais mad the 224 24 21 The QueueMetrics watchdog Page cece ccc cece eee e eee e eee rrtt rtrt rrtt rnrn rr 225 205 FOL MOTe MOMAN O as ctas ia doe dade Gane cities dida Zane teen doe ita a a aa Aese Canes isaac tados 226 Ar Dea USCIS ostias coche teGddead Ahad tabs tae Siaad ance tees a shud rl iii dia ia seee pee edind ibas 227 AS A sniaa bake bee tial nine saeeieG teas mbes teas Sancenelahn a ake ne a sae eatane casket 228 CG ie queleme trics COMEX iedos and Zetec Cl dosed Batu tae A AS a asa deuce Baten tae DES 230 De SYSICM PIGICNCNCCS 4 2 i3 Aicet enaetaen baGdede datada rada cidad a ea died ning rela 234 E Ieons USed by Queiie MEWS 220s ce sen Tati iia ticas dt Taca teen shad dactac eteee ase nsse
320. nd Sessions Shortcut code AGO9 XML RPC code AgentsDO AgentOccupancy Parameters o o See algo 70 Report Details 6 10 10 AG10 Agent Session Time by Hour Agent session Time by Hour Agent 16 17 18 19 20 21 22 Total amp John Doe 101 HZ 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 54522 i E b Export as lt gt i The report details the total presence time of each agent over the 24h for which you are running the current analysis e The Agent column contains the agent s decoded name level and current group if defined expressed as an icon like elsewhere in QM e Total time is the sum of the duration of all sessions included in the current analysis from start to end e One or more columns are present for each hour s timeframe where total session information is present Default page Agents and Sessions Shortcut code AG10 XML RPC code AgentsDO AgentBillable TimeByHour 6 10 11 AG11 Agent Payable Time by Hour m Agent Payable Time by Hour Agent 16 17 18 19 20 21 22 Total 2 8 John Doe 101 34 22 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 54522 e ae Export as E 4 gt The report details the payable presence time of each agent over the 24h for which you are running the current analysis e The Agent column contains the agent s decoded name level and current group if defined expressed as an icon like elsewhere in QM e Total time is the sum of the duration of payable session time withi
321. nd end times as HH MM SS or HH MM for non contiguous time reports default decimalDigits Number of digits to display for floating point numbers defaults to 1 default tasks pingURL If present and enabled this property allows to specify a URL that is to be queried by the QueueMetrics server every time a task is completed disputed by a person All task information is sent to this URL One example could be http server index html default searchQA_byCallDate Defines if the QA reports should be calculated by call date or by filling form date default timeZoneOffset Defines The default time zone offset Valid values are between 24 and 24 hours default 0 default ssarMaxReportPeriod Defines the maximum reporting period for a Self Service agent report Default set to 15 days default export orientation Default page orientation for PDF whole report export buttons value portrait or landscape default displayHomePageNews Enable Disable the QueueMetrics news block present on the home page SMTP settings All the settings for your SMTP host Used by QueueMetrics to send reports by e mail Property name default smtphost SMTP server host name or IP address default smtpport SMTP server host port default smtpfrom Sender E mail address used by QueueMetrics 235 System preferences Property name default smtpuser Optional username needed to authenticate to the SMTP host default smtpassword Optional password needed to auth
322. nge anything If you use the QueueMetrics Agent s page you can do logon logoffs pauses from the buttons by the top of the page this lets you add an agent to all queues at once like you used to do with AgentCallBackLogins and still retain the flexibility to change that at runtime 24 16 2 Example hotdesking configuration In the following sections we sumamrize the changes that have to be made to an existing system to enable hotdesking 24 16 3 Changes to configuration properties Add change the default hotdesking property to 86400 This property enables hotdesking and lets the parse look back up to 1 day change as needed default hotdesking 8 6400 Add change the sections below callfile agentpause_ht enabled true callfile agentpause_ht channel Local 32 queuemetrics n callfile agentpause_ht extension 10 callfile agentpause_ht context queuemetrics callfile agentunpause_ht enabled true callfile agentunpause_ht channel Local 33 queuemetrics n callfile agentunpause_ht extension 10 callfile agentunpause_ht context queuemetrics callfile agentaddmember_ht enabled true callfile agentaddmember_ht channel Local 35 queuemetrics n callfile agentaddmember_ht extension 10 callfile agentaddmember_ht context queuemetrics callfile agentremovemember_ht enabled true callfile agentremovemember_ht channel Local 37 queuemetrics n callfile agentremovemember_ht extension 10 callfile agentremovemember_ht context queuemetrics This code specifies
323. not want extremely large items like call lists that may span over thousand lines to appear in it One last word must be spent for titles as QueueMetrics is an inherently multi language application titles may or may not be localized using QueueMetrics facilities e Ifa title starts and ends with the symbol it is looked up in QueueMetrics internal localization resources so it changes according to the language the user has chosen The string must be one of those defined in the localization files e In any other case the string is displayed as is 21 12 1 Editing reports In order to access the reports editor from the homepage click on QueueMetrics settings _ Edit reports Demo Admin Administrator E D Osa Your Logo QueueMetrics call center moniter Hame Cig Users Cig Queues Gig Agents ig Agent Groups fg Locations fg Cubcomes Cig Pauses Clg Qi Clg Pari Tik Rules i Cig Reports Gig NA Cig OMNIS Configure QueueMetrics reports Filter OOo oo Search Create New Report Desc Kay Screens Al Raporte 13 Fil E gt e E Quick reporta 2 oe Create Naw Automatic report confiquration Create a mew report that contains all possible Quewelletics reports Title ross arch There will usually be ony one report called All reports this is an automatically generated report that includes all available reports For each report the number of associated screens is displayed Each report can be modified by clic
324. ns As these metrics are not usually recorded by Asterisk you ll have to patch and recompile your Asterisk system in order to gather them see the section Section 24 6 Enabling ACD call attempts recording on Asterisk 1 0 and 1 2 If you do not do so the metrics presented here will always appear zeroed out With Asterisk 1 4 this feature should be automatically enabled with no need to patch the source code 6 6 1 ATO1 Inbound ACD call attempts Inbound ACD call attempts Total ACD attempts sent to operators 1 113 Taken calls Average attempts 1 3 Min attempts 1 0 Max attempts 2 0 Total attempts 250 0 Lost calls Average attempts 1 0 Min attempts 1 0 Max attempts 1 0 Total attempts 2230 b Export as This page shows the following pieces of information e How many agent attempts were made i e how many times the agent s telephones were rung in total e The average number of attempts that were necessary for a taken call the minimum maximum and total attempts made that resulted in a taken call e The average number of attempts that were necessary for a lost call the minimum maximum and total attempts made that resulted in a lost call Available since 1 6 0 Default page Distrib Shortcut code ATO1 XML RPC code DistrDO ReportAcd Parameters See also 6 6 2 ATO2 ACD attempts by queue ACD attempts by queue Queue M lost Avg ring Ring 5 N Taken Avg ring Ring 5 1 0 08 0 08 0 0 00 al
325. nt s higher performance within a specific section or to balance his her averages The question in the form will have two main characteristics it can have a score above the 100 standard value up to a maximum of 120 and the score assigned to the question will not be calculated within the denominator part when totalling averages for the specific section and the overall QA form The Non Scoring checkbox if checked forces the engine to ignore the inserted question score when calculating the section and form average Questions flagged as Non Scoring are not classified as under or over performing items in the QA form Non scoring questions are aggregated on reports based on the number of times a particular score is found in the query period When only one extra score question is within a section the average will show as zero given that within the denominator O there are no values but it is null 21 9 1 Handling dependent questions Since QueueMetrics 1 7 0 it is possible to have Dependent Questions i e questions that are enabled or disabled according to values input in a different question In order to enable this a new input area is defined on the right side of each item Here the administrator can insert a rule that associated the question to a particular parent question There are several restrictions in the rule definitions e A rule should be defined with the sequence LABEL OPERATOR and VALUE where e LABEL is the short co
326. nt session detail Agent sessions N of agents available 4 Average agent time 9 05 30 Min agent time 1 42 00 Max agent tine 10 38 07 Total agent time 36 4 H b Export as BE lt gt This report shows e The number of available agents in the considered period e The average agent time availability e The minumum agent time availability e The maximum agent time availability e The cumulated agents time availability Default page Agents and Sessions Shortcut code AGO1 XML RPC code AgentsDO ReportAgents Parameters See also O O O O O o o 66 Report Details 6 10 2 AGO2 Session and pause durations Session and pause durations Level Agent Sessions Avg Session Pauses Avg Pause Pause Pauses per session Main John Doe 101 132 330 131 1 00 20 5 1 0 Main Mike Boo 102 132 450 0 0 0 0 0 Undefined agentio3 132 421 132 0 30 10 3 1 0 Undefined agentio4 132 330 132 0 20 38 7 10 b Export as 5 6 This report shows e The number of sessions for each available agent e The number of pauses for each available agent e The average pause time e The percentage between the pause time and the availability time for each agent e The number of pauses for each session for each available agent Default page Agents and Sessions Shortcut code AG02 XML RPC code AgentsDO SessionPauseDur Parameters o o See algo UD 6 10 3 AGO3 Agent availability for all the queues they are member of Agent availabil
327. nt working at a given extension an example is given in the queuedial loggedon context in the same file e QDIALER_CHANNEL is the channel that you have to dial to call out Will likely be something e You can comment out the MixMonitor line if you don t need call recordings Please note that e The outbound queue should not be defined in Asterisk but must be in QueueMetrics e When running a QueueMetrics analysis some values are their own mirrors like the Caller ID of an incoming call is the number dialled of an outbound queue while the Agent field is the caller 214 Configuring Asterisk for QueueMetrics e It is possible to do live listening of outgoing calls see Section 24 6 Enabling ACD call attempts recording on Asterisk 1 0 and 1 2 e It s possible to specify your caller ID uncommenting the line where the Set function is called and obviously changing the caller ID information to properly set it as required The same modification is needed for the extensions 28 definition present in the same file 24 5 2 Placing outbound calls through the AGI script This section applies only if you run a version of Asterisk 1 0 or 1 2 for 1 4 or newer please use the dialplan logic supplied in the file extensions_queuemetrics conf The AGI script to be used instead of the Dial command is available in the standard QM distribution and can be used in the following way exten gt xxx 1 DeadAGl queueDial agi Number DialString
328. ntegrations To enable these two columns the keys default crmapp and default showAstClid have to be correctly set Please read Section 21 19 Configuring system preferences and Appendix D System preferences for further details Please note that on a queue timeout Asterisk will not report the waiting time as it is fixed and same as the queue timeout It is possible to sort the table for each column in either descending and ascending order To do this click once on the desired title for descending sort and twice for ascending sort Once the table is sorted an arrow symbol will appear close to the title so you know on which column it was sorted last As the sorting is done on the client machine it may take a while with very large tables If the call is ongoing and you have the special grants to do so a red scissor icon might appear next to the call status to allow for brute force call closure See the section Section 24 14 Closing ongoing calls for further details 5 4 Detail of IVR calls IVR calls that is calls that were handled without being queued can be displayed through the pop up linked to the Section 6 2 4 OD04 IVR details paged data block The contents are very similar to the information displayed for taken or lost calls though the only information currently tracked are call IVR events DID and caller id 34 Chapter 6 Report Details Reports can be fully configured by deciding which of the following b
329. number of agents as calculated by agents logged in for each period versus the total period E g if an agent logs in at 10 00 and logs off at 11 30 and a second agent logs in at 10 15 and logs off at 11 00 the period for 10 00 to 10 30 will show 1 5 available agents Avg calls agent number of INCOMING calls answered unanswered per period versus average available agents e Service level the SLA see below computed on INCOMING calls only e Unans Lost calls INCOMING only e Unans short Lost calls below X seconds INCOMING only as a percentage of all calls e Avg out number of OUTGOING calls completed and lost per period versus number of available agents e Out in ratio of outbound to inbound e Avg ans Average answer time for INCOMING only e Avg talk time Average talk time for INCOMING only e Max wait ans Maximum answer time in period for INCOMING only e Max wait lost Maximum wait time for lost calls in period for INCOMING only e Max duration Maximum talk time in period for INCOMING only e Max duration OUT Maximum talk time in period for OUTGOING only N offered Total number of INCOMING calls e N Answered Total number of answered INCOMING calls e N Answered out Total number of answered OUTGOING calls e Min Agents minimum number of agents logged on for the period e Max Agents maximum number of agents logged on in the period The Service Level is measured against a time period that is specidfied in the def
330. o Asterisk like logging agents on and off starting chanspy sessions etc cluster aleph queuelog sql P001 This tells QM that the queue_log file or its contents can be downloaded from partition POO1 of the QM database You must use MySQL storage in order for clustering to work at all cluster aleph monitored_calls share aleph calls This tells QM where to look for recorded calls on each Asterisk server This is used by QueueMetrics in order to click and listen to recorded calls A NFS or SMB share is usually a good starting point As an alternative you can enter the URL of an XML RPC server that will return information about the recorded call for more information on this topic see Section 24 11 Enabling XML RPC call listening and streaming cluster aleph callfilesdir share aleph callfiles If you do not want to connect to your Asterisk servers using the manager interface you still need a way to send it commands e g to start a chanspy session In order to do this you should give QM a directory to write callfiles to If you use the manager interface leave this entry blank We strongly suggest doing so and using the manager interface instead cluster aleph audioRpcServer http myserver xmlRpcServer If you use an XML RPC broker in order to used live calls listening using a third party software like Orecx you should enter its URL here This must be activated at once for all servers by not leaving blank in the property d
331. o OOOO S 6 10 5 AGO5 Answered calls by custom group Answered calls by custom group Agent groups N calls Total call time Avg call time 396 2 04 00 1 13 Default 8 0 00 Undefined 396 5 06 00 0 46 b Export as This report shows e The number of answered calls for each defined agent group e The cumulated call time for each defined agent group e The average call time for each defined agent group e The percentage of taken calls related to the total queue calls for each defined ag The report displays separately the following cases of queue 50 0 0 0 50 0 ent group e Agents that are known to QueueMetrics but have no custom group are counted under the group e Agents that are not known to QueueMetrics but found in the analysis are counted under Undefined Default page Agents and Sessions Shortcut code AGO5 XML RPC code AgentsDO AnsCallsCG See also 6 10 6 AGO6 Answered calls by location Answered calls by location Location N calls Total call time Avg call time Avg wait time of queue Main Location 132 5 30 00 2 30 0 10 16 7 Secondary location 264 2 34 00 0 35 0 15 33 7 396 5 08 00 0 45 0 13 50 0 b Export as This report shows The number of answered calls for each defined location 68 Report Details e The cumulated call time for each defined location e The average call time for each defined location e The average wait time for each
332. o listenOngoingCallOutgoing This function is used to query for an ongoing outgoing call If found QM will launch a new popup to open the player which URL is returned The parameters are the same as for QMAudio listenOngoingCall To make implementers life easier we provide a simple XML RPC stub server under WEB INF mysq l utils xml rpc that can be used as a starting point no need to handle the XML RPC stuff just change the results of the two supplied functions and data goes back to QueueMetrics 24 12 Enabling call outcomes A call tracking code is a code to be input by a user telling the status of a call be it inbound or outbound This status code is a string though we suggest to use numeric status codes in order to make it easy to input them using a telephone keypad and may be input either when the call is ongoing or after a short while from its end The queue_log entry looks like the following one Sa iaa NONE Aena Ee EAS Cas I This will set the CALLSTATUS to 21 for the call which Call ID is 1231 1 it may be an open call or it may be terminated by no longer than 30 minutes If it is not possible to force the Call ID a second version of the verb is available MAS NONE ao en ole SUING Aiea Salle key ala fail legal This has exactly the same meaning the second Call ID passed as a parameter will override the original one If you prefer you may log the queue name instead of NONE field shown above in any case QM will ignore this pi
333. o make sure that only authorized personnel can listen to recorded calls If you do not have this key no sound files will be shown e Make sure QueueMetrics has the right to read saved calls You should make sure that the process running QM i e the servlet container might be Tomcat Jetty or something else depending on your setup has the rights to access the files where recorded calls are stored lt br gt If using a Separate web server it should not be able to access those files directly as QM will pipe out files only after enforcing security checks e Debug tip see which files QM sees There is a hidden transaction in QM made to debug call listening To launch it logon as an administrator and type the transaction qm_show_files do in the URL bar instead of the page name You will be lead to a page showing the filenames QM can read from the hard disk whether the current user has the CALLMONITOR key and the search path as defined in default monitored_calls 24 4 Using AddQueueMember for dynamic agents AddQueueMember is a command that lets you add dynamic agents to a queue Its main advantage is that you can add channels i e terminals so you ll have most of the advantages of agents without the performance and stability problems that the agents module may cost in very large systems lts disadvantage is that it does not log the agent login logoff to the queue_log and so programs that analyze the queue log data like QueueMetrics will not se
334. o we do programmed deletions of stale data A histogram makes it clearer as to which kind of lines are in the database The page can be reloaded using the button at the top to see what s going on in real time By clicking on the details of a run you will see all agent information that has been computed for that run of the queue like in the following screenshot Agent Awareness Run detail Back Fun 1D Statues Queue Start End Loader Query Insert imes imaj aM Current Queue i 1203 125523 1203 125535 o 1607 15 M Calle N Calls N Calls HAgents HN Wait Max Pong ACL Pong SPH OCPH CPH QOCONVY CON OK Lost On wail wail wrap gt 1206 425 2 0 tw 000 443 000 i Agent activity Agent ACL Avg SPH OCPH PH CONWY CONY H Logon Last P Code Wrap E calls ahnen M 0 00 0 423 Logged oft Mike Etoo 102 034 0 00 857 Logged oft 120 The Agent Awareness subsystem AGAW If there are any color alarms they are shown as the background color Possible color configurations are e Black text item visible in the client no alarm e Yellow background Item visible yellow alarm e Red background Item visible red alarm e Gray text This item is hidden from the client 11 7 2 The AGAW Table maintenance page It is possible to perform either a manual or a programmed table maintenance We suggest basically running table maintenance from a script but the manual option is available in case it s needed Maintenance will first purge unus
335. of the user logging on e Text2 The IP address dotted quad of the users workstation e Text3 The key that was passed it may be blank if it was just a query F 2 5 Action AGAW restarted This action is logged only when the AGAW runner is restarted from the web GUI e Action id 1105 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the user s workstation F 3 Action class QueueLog editing 20XX F 3 1 Action QueueLog edited e Action id 2001 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the user s workstation e Text3 The new statement e Text4 The SQL rollback statement This event is triggered by a change to the queue_log made by the Payroll module A rollback SQL statement is supplied in case it is needed to revert the changes F 4 Action class QA editing 21 XX F 4 1 Action QA form deleted e Action id 2101 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the user s workstation e Text3 The rollback SQL statement F 4 2 Action Deletion of a comment e Action id 2102 e Texti The full login as a string of the user logging on e Text2 The IP address dotted quad of the user s workstation e Text3 Which comment was deleted 246 Audit log records F 4 3 Action Deletion of all comments e Action id 2103 e Text The full login as a string o
336. on Position IVR Wait Pos Attempts Code Key Mints Sav 14081 03 20 NA test Abandon 1 0 11 on i 5 1 a 1121 02 40 04 BR beat Abanaan 1 0 06 ox i 1a 1 OL 1122 17 00 00 MEET WR beat atandan 1 0 30 ote 1 1 1 4 i Expori a ft e Curent page 1 1 a Of This page shows the paged detail of unanswered calls See Chapter 5 Showing call details The details of calls are paged so you can move back and forth and you can control which columns will appear on screen The paged mode uses way less memory and is quicker to use than the full list as in Section 6 4 1 UDO1 Detail of unanswered calls When accessing the data source though XML RPC or printing a report it is mandatory to use the UDO1 block as this block is interactive and will not render correctly Available since 13 03 Default page Details of unanswered calls Shortcut code UDO2 Parameters E 92 Report Details See also Section 6 4 1 UDO1 Detail of unanswered calls and Section 21 15 Configuring paged call lists 6 5 Historical reports Area code analysis 6 5 1 ACO1 Area code report Area code report Number of CLID digits to search Starting from position sa b Export as If the Caller ID is present it is possible to break down both answered and unanswered calls to specific area codes by clicking on the Area code analysis button By selecting a number of caller id digits to search upon and a starting digit posi
337. on the wait time of ongoing conversations realtime hideExportButtons lf true hide export buttons on the Real time page Defaults to false realtime absolutePauseTimes If true the start of the current pause is shown as an absolute hour if false it is shown as the time passed since realtime calls_invisible buttonEnabled Decide which buttons o the real time page can be toggled by the user Buttons not enabled are set to their default value realtime agents_invisible buttonEnabled A realtime assignedLocationsOnly If true the user will not be able to monitor without a given location See page Section 7 4 Using Locations for more details realtime useRowCache Cache result objects for the Real time and Agents page when using SQL or cluster storage Set to true to enable Defaults to false realtime show_incorrect_queue_sets lf true queues the agent is working on and he s a member of are displayed in black queues the agent is working on but he s not a member of are displayed in brown any queues the agent is a known member of but he s not currently logged on to are displayed as a tooltip to the gray Down Arrow symbol Default false Agent s Realtime Page Property name realtime max_bytes_ agent When the real time page for an agent is computed the queue_log is NOT read in its entirety but only the last n bytes In database storage mode the number of seconds starting from now and counting backwards that will
338. once If you need to make a session extend over the midnight you must enter the full resulting date in the format like 2010 11 07 11 03 40 An error is raised if this makes the session longer and you do not hold the key QLOG_LNGR If the period is invalid an error will be displayed When the changes are applied the page will reload with the new data 14 2 5 The pause editor page The page displays the information about the selected agent pause and it searches the maximum minimum values allowed for starting and ending the session Edit Pause gt Home Search Sessions List Session Details Agent pause editor Backoffice Agent name John Doe 101 Agent code agent 101 Agent group Agent location Current pause start Main Location Actual Minimum Maximum Change 038 07 15 55 00 OOVOF 15 53 57 08 07 16 00 47 038 07 16 09 46 038 07 15 55 01 098 07 16 09 59 Current pause end Insert new time in the short format HH mm ss or complete format yyyy Mii dd HH mm ss Move Change pause code Backoffice Change This page works exactly like the Session editor but lets you set change the pause code as well An error is raised if this makes the session longer or you change a pause from non payable to payable without holding the key QLOG_LNGR If the period is invalid an error will be displayed When the changes are applied the page will reload with the new data Each time the user asks for a paus
339. or agents via a VNC remote session e IM Begin an Instant Messaging session with an agent e Remove Mamber Remove an agent from a queue must have the RT_REMOVEMEMBER key enabled e Pause Agent Put an agent in a Pause state must have the RT_PAUSEAGENT key enabled e Unpause Agent Un pause an agent so he she is available to take calls must have the RT_UNPAUSEAGENT key enabled e Send Text Message Send a text message to an agent must have the RT_SENDTEXTAGENT key enabled The SMS functionality works only with asterisk 10 versions 7 4 Using Locations You can also assign each agent to al Location i e a group of agents working together that you want to monitor as an unit They might be a supervisor s team or people working in the same building or maybe in the same location for big multinational call centres This way you can avoid being cluttered with information about all agents working on the selected queue s and only see those you are actually interested in Note that when you filter by agents or locations you may see calls being queued and then disappear This happens because all calls that wait to be answered on a queue are shown but answered calls are shown only if the answering agents is a member of your defined filter conditions Imagine you have two groups of agents one working in NY and the other one in LA You are the supervisor of the NY group so you are filtering by location You see a call entering your queue and then
340. ord Default page Answered calls Shortcut code OKO1 XML RPC code OkDO RiassAllCalls Parameters See algo OOOO O O 35 Report Details 6 1 2 OKO2 Calls fully within the given time interval Calls fully within the given time interval Calls fully within the given time interval N calls answered by operators 809 Average call length 59 65 Min call length 0 20 Max call length 2 30 Total call length 13 4 H Average call waiting time 1335 Min waiting tine 0 10 Max waiting time 0 20 Total waiting time 30H Average initial position 0 0 Min initial position 0 Max initial position 0 Coverage 0 0 b Export as BE The answered completed calls section deals with calls that were correctly handled by agents This is similar to what s reported on previous panel but may exclude calls that were started before or terminated after the given time frame Default page Answered calls Shortcut code OK02 XML RPC code OkDO RiassFullyWithin Params 6 1 3 OKO3 Agents on queue Agents on queue donn Dios agent 04 Mike Boo Agent N Calls aie Total call Average time call time John Doe 101 136 16 0 MN 5 37 51 2 29 Mike Boo 102 270 33 3 N 2 37 30 0 35 agent 103 135 16 659 MN 2 15 00 1 00 agent 104 270 33 35 M 3 00 00 0 40 b Export as This report shows which agents have been available for the given queue how many calls each one handled and the percentage of all calls that
341. ort All Reports gt gt New Blocks gt gt Items 94 screen Select 193Create New 194 om Loway Queueldetrics versio gt C 10 10 5 25 8080 quevemetrics qm_adm cfg2_reports_l3ite_editjsp A A EEJ E QueueMetrics test gf Dashboard Hudson SugarCRM gw 10105 25 E dicounter ga QueueMetrics Forum E ssh access loway ch 24 Loway webmail call center monitor El 8 Demo Admin Administrator J f S 0 a elastix QueueMetrics ESSER ER ERS EE SE Home CfgUsers CigQueues CfgAgenis CigAgentCroups CigLocations Clg Outcomes CfpPauses COA Clg Paf Trk Rules Clg Reports Report All Reports New Blocks Item details Tile DEA Subtitle Visibility key EN Data Blocks UDoz Detail ofunanswered calls e Sort order 110 Visible in Al reporte CERRO dl Created by ANNAN Last update Save it and select 93Back 94 you will now see the newly created item lf we run a Report we will see a new tab called 93New 94 as shown below where 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 185 Editing QueueMetrics settings ee sen n me om Loway QueweMetrics versi Ta Ena E C 1010 5 258080 quevemnetricsfamresults_dynamic jsp E A A Qusuehletics best kJ Dashboard Hudson 11 SugarCRM ga 10 105 25 a diccurter py Queuehlebrics Forum A ssh accessloway ch 2
342. ossible for you to set up both Unattended Call Monitoring and VNC Monitoring 83 The real time status panel Unattended Call Monitoring makes it possible to listen to an ongoing call from an agent by clicking on the small telephone shaped icon that will appear moving the mouse under the wizard icon a popup will be shown where you may enter your current extension or PSTN telephone number I OM erry IA TIL De NAAA Las SR A AT AAA Update Reload R es Live call monitor Mozille eg I Oo x Location sroup Superv Reload a 11 59 20 40 18s Shi 2 http flocalhost 8084 proj_netbear EN ls 7 No Queue s QAI i Live call monitor Queue N agents Ready agi mg Omn phone inbound On phone outbound y all sclected 4 Please enter your local or remote extension to o I 0 qliales 14 start ongoing call monitoring o 11 o gl spp o o g Export as o Agent code apai Calls being processed Alan Agent extension Queue Caller ES Agent Srv Your extension 24 i i FP qEampport 616156 1 Alan b Export as gt Monitor now Close i Agents currently logged in Agent Last Srv Last On queue call i i D Martin 11 04 1023308 qlisales Dave F MIDA O44 oh sipfapeme lO IE 0 ql tabs Fletch 4 11 04 Ota apagat 105 Weiss qEupponr y Alan F 11404 OF ihe 48 sipfape mel lik z qExuppont P Export as E 7 lt gt j i Lowav iE As soon as you confirm the entered data y
343. ot amp queues ql amp period t0 will download today s report the full version for queue q1 while the following one http server queuemetrics qm_rt do user robot amp pass robot amp queues q1 q2 or for the ajax based page version http server queuemetrics qm_rt_ajax do user robot amp pass robot amp queues q1 q2 will download the realtime page for queues q1 and q2 and http server queuemetrics qm_wab do user robot amp pass robot amp queues ql q2 or for the ajax based page version http server queuemetrics qm_wab_ajax do user robot pass robot amp queues ql q2 will download the realtime wallboard for queues gi and q2 It is then easy to automate this behaviour using an automated downloader like for example the wget command in the Unix environment The following web parameters are accepted by the qm_rt realtime page and qm_rep report page generators user The user name Mandatory pass The user password Mandatory logfile The log file to use X with full path If not defined the default one will be used RT X X X O reportname The wanted dynamic X report name If this parameter is not specified the default report will be shown If the report name contains special characters they should be queues One or more queues to be analyzed Use the pipe symbol to separate multiple entries Use the Asterisk name for each queue Automating statistics download the ROBOT profile
344. ote that some users re present but NOT ENABLED by default with the default database schema supplied with QM You need to enable the manually if you need them 227 Appendix B Security keys The following security keys are defined A EY USER User can edit other users and classes User can edit locations User can edit call outcomes User can edit the set of Quality Assessment metrics USR_IVR User can edit the list of known IVR selections User can edit the list of known DID DNIS RTLIVE AGREP AGENT User can filter reports by agent The user can listen to a recorded call The user can monitor a real time call MON_VNC ROBOT The user can monitor an agent s screen via VNC er may launch ROBOT transactions User is a supervisor and can run the supervisor s report User can enter Quality Assessment data User can delete Quality Assessment reports C CIC C Cc Cc Cc C CIC CIC Z D On 177 vnlulo 177 n on nia Z D D D o olo D D O O D a i 3 E o o a ololo o ola olo o o o 0o ioio o DIO DIO O 5 5 fad 531 1515 5 5 5 5 5 gt a o a mp o o o olo D 5 Y olo Q ola ala 5 D Q gt 9 o o Q Z O Q 3 2 2 g O 715 2l 8 Z D D ol 2 O Cc Oo oO mM lt S S _ 5 z o els 5 gt oO s lt lt mn o op Oo 5 o lt p gt O n Clio S 5 on D le a Ola on S D ols Flo o 4 mn ped O N n o Q gt n o Q y O
345. ou see in this page is the status of each Asterisk box as reported by itself This feature is still less developed than the Realtime page but still can be pretty useful 7 8 The top panel On the top panel for each queue on each server you will see the following pieces of information e Tot the total number of agents available for this queue e Free the number of free agents e Pause the total number of agents on pause e Talking the total numbers of agents who are in conversation at the moment e Other q the number of agents that are logged in to this queue and some other queue and are at the moment busy on another queue e Logoff the number of possible agents that are defined for this queue but are not logged on at the moment e Length the current queue length i e how many calls are waiting in line before being connected to an agent e Max wait the current maximum wait time for this queue 7 9 Calls being processed In the calls panel you see the following pieces of information sorted from oldest to newest by call start time e Server the server that is handling this call e Queue the name of the queue e Caller id the caller id of this call if any e Wait the wait time if the call is not connected Talk the total duration if the call is connected e Q Pos the queue position if the call is waiting e Agent the agent handling this call if connected e Entered the time this call was queue 85 The real ti
346. ou will likely have a separate DNIS for each When that DNIS is called maybe you do not yet know if the call will be connected to client7 sales or client7 support but you are sure that it will be for client so it will be inappropriate to show that call as a general untagged ancestor to any call queued on the system 9 1 3 Tagging calls by area in the QueueMetrics security system The QueueMetrics security system is built so that only information pertaining to the queues an user has express permission on are accessible for reporting or monitoring As the unit of access is the queue we had find an access token that acts as if it was a proper queue We call this area and we will log this to the queue_log in the general queue field This makes it possible to decide on which areas the reports should run by adding the areas to the allowed queues for a specific report as you would generally do when creating a composite queue For instance to implement the example above you might be reporting on a composite queue defined as ivr client7 client7 sales client7 support A call starts it life cycle by belonging to area NONE then starts belonging to an area as soon as one is specified and starts belonging to a queue as soon as it hits one Neither behavior is reversible The following visibility rules apply IVR call area NONE c 1 IVR call area set c 2 IVR call queue reached c 3 Reports for destination Visible Not Vis
347. ou will need to authorize the newly installed extension after reviewing its security settings This will add the QM icon at the top right hand corner of your browser page next to the Chrome settings icon 116 The Agent Awareness subsystem AGAW Sysadmins managing a large number of workstations may find it easier to simply add their QM instance to the list of safe O servers users can add extensions from See http www chromium org administrators policy list 3FExtensionInstallSources By clicking on the new icon the QueueMetrics AGAW settings page will be displayed as shown below QueueMetrics AGAW Seitings Search Sellings p b AGAW login Access URL http flagaw qa 8080 queuemetr You can usually find ihe AGAW server URL on the License page of your Quevelletrics server Usar name agent101 Password aa The login and password must belong lo a valid OM user thal holds he AGAW security key Advanced settings H a00 pines Panel height You should enter the following information e Server URL http myserver 8080 queuemetrics qm_agaw_facade_ajax do take from the Licence page e Username the agent code e Password the agent s QM password The Panel height Advanced setting allows to alter adjust the size in pixels of the extension panel as required Code Agent 101 Location Main Status Logged off Open task 3 Waiting Inbound O calls Q DPS Chat O calls ACL 0 00 Q000 WA 0 FC
348. ould set up the following items e Call recording if calls are recorded to be played back through QueueMetrics you should store them all in a directory that is accessible through the QueueMetrics server or set up an external XML RPC call broker e Commands if commands are to be sent to each Asterisk box you should set up the queuemetrics context in the dial plan and make sure the manager interface is set up or the vars spool asterisk callfiles directory is shared and accessible to the QueueMetrics server A sample queuemetrics context can be found under WEB INF mysgq utils in the directory extensions examples e Logs you should use gloaderd to upload data to a partition on the main QueueMetrics database Make sure that each server uploads data to a different partition in the same database e Clock make sure the clocks on all members of the cluster is synchronized and the same goes for the clock used on the QueueMetrics box and on the MySQL database An utility that sync your machine s clock to an external timing source like ntodate will take care of this problem if run periodically through cron 20 3 Setting up QueueMetrics to access the cluster First thing you should make sure that you have a clustered license for QueueMetrics and that your license is big enough in terms of agents to support all agents that are present in the call center Older licenses are valid for one Asterisk server only and QueueMetrics will complain they are
349. our telephone will ring and you will start listening to the ongoing call between the selected agent an the caller In order to set up this behaviour please see the section Section 24 8 Listening to live calls Unattended Call Monitoring It is possible to use different PMs to handle different audio needs see Chapter 22 Listening to calls using Pluggable Modules PM It is also possible to set up the system in order to allow the real time monitoring of the agent s screen using VNC If this feature is enabled a small screen will appear close to the agent s name by clicking on it your selected VNC application will be launched and you will be monitoring the agent s screen In order to set up this behaviour please see the section Section 24 9 Enabling VNC Monitoring of this manual 7 6 Real time performance considerations Running a large set of real time pages wallboards may impose a significant burden on a QueueMetrics system But sometimes you have no choice The best way to run them is to e Use SQL or CLUSTER storage types e Set the beginning of the analysis to the minimum usable time For example QM usually runs the real time report since the last midninght but sometimes a sliding window of say 8 hours might be equally effective in your scenario and require a fraction of the load You control this by setting the realtime startHour property e Turn on row caching this allows QM to keep cached and pre processed cop
350. outbound calls If you run Asterisk 1 4 or newer and want to place outbound calls you use an example script supplied within the extensions_queuemetrics conf it should be imported by the main Asterisk configuration After this if you place a call directed to Local XXXYYYYYYY queuedial where XXX is the code for the campaign and YYYYYY the number to be dialled a call will be created and logged as Agent ZZZ where ZZZ is the caller id of the extension placing the call You may want to tweak the following supplied piece of dialplan to adapt it to your needs queuedial SA SE exten gt _XXX n set OPM RO A ANOS ODIALER_NUMBER S EXTEN 3 SES IS OA NS SS RA n exten gt XXX nm seb ODIALER CHANNEL SIP S ODIALER NUMBER exten gt _XXX n set QueueName ODTALER QUEUE exten gt DOOM Monro 0 51 ODLALER OUBRUE s PUNTO UELD WAN o HS A A A Sere Ci Del AS Los SiO 4 Uncomment and change this if you n exten gt _XXX n Goto qm queuedial s 1 A You can should modify the following variable definitions e QDIALER_QUEUE is taken from the first three digits If you have ony one campaign system wide you may want to hardcode this value so the user needs not input it e QDIALER_AGENT is the Agent code that the call will be logged under The simplest approach is just to use the extension s caller id under the hypotesis that Agent 123 works at SIP 123 You may also look up under Asterisk who is the age
351. ovable resizable and draggable panels The new page is available for agents holding the key NEWAGENTPAGE Using the new page has several advantages e Draggable and resizable panels for each main activity This ensures only the options used by the agent are visible on the page Integrated soft phone WebRTC enabled currently working only on Chrome browsers and Asterisk11 Webrtc2sip or with Asterisk1 2 allows agents to receive and generate calls without an external SIP phone Whole integration with an external CRM and or other custom web pages Easy login logout and pause unpause procedure Per agent layout customization with sessions persistence e Keyboard shortcuts help to open close most of the panels The first time an agent enters the real time page he sees something similar to the below picture 93 The real time agent page ca Ler heen E T G be Ss bq mete QucucMetrics Ab ca cemier reion WM Josn Dor E At the top of the page there is a menu bar On the right side there is an icon representing a letterbox By clicking on this icon the agent can show hide a panel containing the most recent received messages If the panel is not visible and the agent receives a new message the icon starts blinking The message panel could be accessed through Alt 9 keyboard shortcut John Doe Ly AGENT STATUS P John Doe 00 35 43 Logged Queues Ext 0 07 3 101 On the left side of the current agent name there s a toolti
352. ows new input or not the total number of calls graded using this form is shown e The names of the section There can be up to five sections Any section MUST have a name and there must be at least one section The threshold values for Call grading the maximum for Exceeds expectations is fixed at 100 e The labels associated to each level in the Call grading defaults are Issue Req Impr Meets exp Exceeds exp Please note that a short label used on the report pages could be also defined defaults are Issue Impr Meet Exc e A Queue visibility list you can list a set of atomic queues for which this form will be displayed Queues are separated by whitespaces The field accepts wildcards to match multiple queues and or subqueues If the field is left blank then the form is displayed for all queues To edit the set of items that belong to a form you should have no data reported for that form If you have no data the item editor icon D will show from the main form page The editor looks like the following page 173 Editing QueueMetrics settings call center monitor r o Demo Admin Administrator EJ S 0 G F amp re Your Logo QueueMetrics i Home Cig Users Cig Queues Cig Agenis Cig Agent Groups Cig Locations Cig Outcomes Cig Pauses Cig OA Gig Perf Trk Rules QA Items for Form Quality Assurance Add new item E y Save Section Engagement Active if Extra Hen Score Scoring
353. p e QM_AGENT_PRIOLBL is set to U when the queue is not assigned to the agent M when the queue is a normal working queue for the agent Main W when the agent is set as Wrap for the queue S when the agent is set as Spill for the queue e QM_AGENT_PRIONUM is set to 0 when the queue is not assigned to the agent or the queue is a normal working queue for the agent 1 when the agent is set as Wrap for the queue 2 when the agent is set as Spill for the queue 24 19 Configuring the AMI connection QueueMetrics bases its reports on data generated from the Asterisk queue_log file still it sometimes needs to send commands to Asterisk in order to performs some actions e g log on agents or listen to live calls In order to perform such commands two things are required e A working AMI connection should be present e The extensions_queuemetrics conf file should be included in the PBX s dialplan For historical reasons the default way QueueMetrics used to send commands was to generate Asterisk call files now this method is obsolete and the correct one is to set up an AMI connection In order to set up an AMI conenction you have to set the following property like e g SE a Ike ela aa oia o dl EL ZO 10 dl The AMI URL is in the following format tcp username password server port e username This is the AMI username e password This is the chosen secret e server This is the IP address of the server or 127 0 0 1 if the same server
354. p appearing via mouseover that contains the agent session details The agent status contains a bullet that defines the status of the agent with different colors as per below scheme e black the agent status is unknown This could happen if the last agent activity is outside of the configurable analysis timer used by QueueMetrics to retrieve agent information e green the agent is logged in on at least one queue e purple the agent is logged out from all queues e red the agent is currently paused At the right side of the menu bar there s the dropdown menu shown in the below picture 94 The real time agent page trics qm_agentpage 2_load do gt QueueMetrics Y call center solution Soft Phone Alt 1 Call Status Alt 2 Call List Alt 3 Agent Logon Alt 4 Pauses Alt S Dialout AIHE CRM Page Alt B QueueMetrics Ali Loway AIHW f Home Page The dropdown menu allows the agent to access all the different panels e SoftPhone e Call Status e Call List e Agent Logon e Pauses e Dialout All the panels can be accessed by clicking on the associated menu row or through the keyboard shortcut combination key as specified in the menu i e Alt 1 for softphone panel If properly configured the dropdown menu allows to select a web page that will be shown as background This is the case for example of an external CRM page or Company intranet pages 8 7 1 The integrated soft phone panel Keyboard shortcut Alt 1 The new rea
355. p as in the picture below Report Details Penod end d 127 0 0 1 SE ay 19 2008 16 20 Total calls pl Call detail 14 6 410 734 4 unan Area an i 1205769500 4 17 03 2008 16 58 25 Queue de i agentini 1150 sec iting time 9 sec P Export as Original position 1 Date Disconnection cause Caller disconnected bnnection Handled Attempts Code Stints Srv ransterred to by ony WW JohnDoe O 1 4 16 58 26 101 wanz Er John Doe O 1 4 17 16 24 0101 OA a John Dos D 1 147349 101 tan Y DPS 4 00 H 1 Caller John Doe it i 4 155818 0101 ri 37 O DPS 03 hia 1 Caller John Dos 1 4 12538 fio DMT 3 a DPS os az 4 Car hin Deca i E 1 ls e es cory DAZ i G DFS OG tay 1 Cody John Cog i i 1 144 34 cie DV gt 37 6 DPS Taa 2 1 Cader John Dos o k 1 3 By clicking on the button the call detail popup will close and a QA form will load 12 3 3 The input form If multiple QA forms are available for this QA person they will be able to select the correct form by selecting the Input form field on the top right 124 Quality Assessment in QueueMetrics GA Grading Mozilla Firefox A http localhost 8084 proj_netbeans qa popup_qa_grade jsp Level Max Items Input form Isswe Reg Impr Meets exp Exceeds exp Call details Overall Performance Start time June 26 2009 18 02 Section avg Queue Glasto_nbury Section 4 ave Agent Martin Section 5 ave Agent Group Ej Purple Flag Tota
356. p avoid deed air O NA 4 LIS Did the rep display active listening skills P 2 CLO How postive and appropriate was the call closure phase ed Resolution p P gt 455 Was assurance given for client s assistance T O REL How accurate and relevant was the information provided 7 S F HEL Was addtional help offered with enthusiasm Py e PRO Was the problem resohred on first contact i THe FA tha pAn eee fies 2 Ek ek P E ae QA grading is enabled only for agents holding the security key QA_TRACK 8 7 8 Outcome code panel Each call can be flagged by an outcome code This could be done through the outcome panel reachable by clicking on the related icon in the call list panel To assign an outcome code the Agent should select it from the dropdown then click on the pushbutton The dialog will close automatically at the end of the process Outcome Set outcome for call 200 Answering Machine Run Cancel Call List 8 7 9 Custom Backgrounds The background of the working area in new real time page can be customized with up to tree different URLs pointing to external websites Each background can be selected by clicking on the left dropdown menu and or through the keyboard shortcuts ALT B for the first background or ALT Q or ALT W for the second and the third background The first background is something different from the other two backgrounds because it s aimed to be used by an external CRM subsystem If
357. p part reports the score details for each call the agent answered The bottom one shows the detailed history associated to that particular agent 136 Advanced tracking of agent and grader performance Agent history Date Analyst Reason 10421 11 36 33 Joins group NewHired Demo Admin And again Im anew hired la that true a a dad lainn rama Mira fannianoal Marma A ermin AROMA Pes nese on Umran fanninnnal Each line in the top table reports the score calculated by the rule selected in the search page without being averaged and other relevant information for each call An icon representing a pencil is shown if the call has a QA form associated with it by clicking it the associated QA form will be shown in a separate pop up dialog Users allowed to grade calls could find a set of grayed out pencil icons to be used to score new calls from this page After scoring each call they should press Refresh to have the page updated A special icon is assigned to Flunked calls A call is defined as Flunked if the related QA Form has been graded but reached an average value below the Issue level 13 1 1 Dynamic drill down To make the graders life easier in case the set of calls to be analyzed is large it is possible to use a set of dynamic criteria to reduce the data that is currently displayed The table on the top right lets you add up to three drill down rules being active at the same time Rules can be quickly disabled by clicking on
358. pause history for that agent As a default QueueMetrics will show and count an agent session if and only if the agent handled at least one call during this session This may not be what you want when you use pause codes an agent may log on and immediately go on pause to do some back end activities If this is the case you should set the configuration option default useRawAgentSessions to true to see all agent sessions Home Answered Unans Area Att Distrib Agents Outcomes All Report Details Alomic queue s considered 00 All Pernod start date June 23 2007 0 00 Penod end date June 23 2007 23 59 Total calls processed 1 002 75 0 ar 25 0 umans Agent session detail Agent sessions M of agents available 4 Average agent time east Min agent time 7 18 00 Mix agent time 10 11 06 Total nerd tire 47H Agent availability for all the queues they are member of Level Agent Time n pause Billable Non bill Uridetined John Doe 101 E 04 00 2 05 00 oo 2000 23 2 ruche tireec hilos Boo 102 1011 06 00 di in 20 3 Undefined agen OF 910 42 100230 1 00 30 oD 26 4 rede tirei agerdA 0 7 16 00 41 40 di 41 40 21 0 bExportas E Session and pause durations Level Agent Sessions Avy Session Pauses Avg Pause Pause Pauses per 5855 0N Lincke firme John Dos 101 136 1500 125 1 00 205 10 Lire fined Mike Boo 102 126 451 0 s 0 0 00 rice find agent A 136 42 1 0 30 102 10 Virus fired agentit 126 I 15 0 20 a7 10
359. pecify the call waiting duration e Call duration lets you specify a minimum and maximum for the call duration Disconnection cause lets you pick a disconnenction reason for the call Enter position lets you enter a minimum and maximum enter position note this is not tracked for every call e Number of attempts lets you select a given number of attempts DNIS lets you select calls that have a specific DNIS if tracked IVR choice lets you select calls that have a specific IVR choice if tracked e Server for clustered systems lets you select only calls that were processed on a given server e Non contiguous reports let you choose the day s of the week and the time periods that you want to include in the reports Note that Criteria involving a full text search e g Caller can optionally support full Regular Expressions if they start by they will be processed as Regular Expressions E g entering d means find all fields which value is made up only of numeric characters having at least one character Criteria involving a time range require you to enter both time values as HH MM SS or HH MM Invalid values cause the time range to be ignored Criteria involving an integer range can optionally be left blank leaving the miminum value blank is the same as entering 0 while leaving the maximum value blank equals to any number Invalid criteria are discared and are not used as rectriction The list of applied criteria is sho
360. pendix D System preferences QM stores system wide preferences in a text file called configuration properties under WEB INF The absolute path of that file can be found by looking at the directory called System path on the Licence page in QM All properties are case sensitive You can check the current set of system preferences from the Section 21 21 Using the DoTest Diagnostic Tools page Defaults Property name Description default queue Internal ID ex 7 49 of the default queue leave blank for no default queue default queue_log file Default queue log file default monitored_calls The top level directory where monitored calls are held All its subdirectories are explored recursively Do NOT forget to add an ending slash default areacode_digits How many digits to consider as a default area code default start_hour Preset start and end hours and number of days for the custom report defauttend_hour SS geiaudays A synchronized with Asterisk server system clock default showQueueComposition If true show the details of the queues composing the aggregate queue if flase show only the aggregate queue s name default useXmlExcel True Generate the Excel file as an XML file mandatory for UTF charsets false generate as an ISO 8859 CSV file default hourly_slot How long in minutes is an hourly slot for hourly breakdown Default 60 minutes 1hr If set to e g 15 calls will be broken down by 15 minute
361. pervisor he will have an additional option Run the analysis for my competency This option will at the moment be mutually incompatible with Location filtering if both are chosen an error will be shown The analysis will proceed as usual In the real time page there will be a new toggle button Competency to filter agents by the competency Even in this case the filter may not be used together with Location filtering i For security reasons this user must be manually enabled in the standard database 149 Chapter 18 Automating statistics download the ROBOT profile It is sometimes desirable to obtain a snapshot of the reports QueueMetrics produces at a given moment in time for future access or for uniformity of comparison You may for example want to store on disk a snapshot of the current daily activity every day at 19 00 fur future reference The ROBOT profile was thought for this purpose automating access to the wealth of statistics that QueueMetrics is able to provide To set this up first make sure that you have at least one user holding the key ROBOT that is used for remote access A sample user called robot password robot is provided in the sample database that ships with QueueMetrics i For security reasons this user is present in the default database but it must be manually enabled Point your browser to the QueueMetrics server with a URL like the following http server queuemetrics qm_rep do user robot amp pass rob
362. pload multiple queue_log instances at once to different partitions for example if you run a cluster In this case you can manually run the following MySQL query to optimize the table ALTER TABLE queue_log ORDER BY partition time_id unique_row_count This might take a while to run and may lock your table until it s complete It is not necessary to run this query if you only upload data without ever deleting it for one single partition If you run a busy cluster running it daily at a scheduled off peak time might produce the best results 19 7 Using the Asterisk Realtime QueueLog subsystem Since Asterisk 1 6 x and QueueMetrics 1 6 0 it is 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 Y As it is way more likely that a database will be temporarily down versus a simple text file we generally suggest using the flat file queue_log logging plus gloaderd that is optimized to avoid any possible data loss in cases of MySQL unavailability As the procedure to follow is different based on the version of Asterisk you are running please check the Asterisk version before continuing In any case as a first step you need to enable the Asterisk Realtime QueueLog subsystem as reported in http www voip info org wiki view Asterisk queue_log on MySQL As Asterisk will be logging data to its own database
363. port configuration page from the Edit reports link on the administrator Home page Selecting the Assign reports to agents icon takes to the page where you assign the selected report to each agent 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 The key default ssarMaxReportPeriod is defined within the configuration properties file lf this key is not present within this file then the default time is 15 days D John Doe Individual agents 3002F B re Your Logo QueueMetrics call center monitor Quick reports Statistics Report Details Atomic queue s considered Inbound 300 Filtered for agent John Doe 101 Period start date June 26 2012 15 19 Penod end date September 24 2012 15 19 Total calls processed 0 ans unans Multi stint calls joined together 0 All calls All calls N calls answered by operators 0 Average call length 0 0 s Min call length 0 00 Max call length 0 00 Total call length 0 0H Average call waiting time 0 0 s Min waiting time 0 00 Max waiting time 0 00 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 8 3 Real time agent s page customizable buttons It s possibile to have a maximum of four buttons fully customizable in the realtime agent s page These buttons could be used to e Open a ne
364. ports Users holding the special key TASKS VIEWALL can monitor all tasks on the system they will have three new choices in the drop down menu All tasks All tasks to be done All tasks done Combined with the advanced search criteria they can be used by the superuser to monitor the well being of tasks being handled on the system 10 1 2 Task Statistics Users holding the special key TASKS_REP can access the tab showing task statistics where it is possible to Search by Tasks start end date and by Task type Demo Admin Administrator 2 Or8 elastix QueueMetrics call center monitor Home Task Statistics Task Statistics Task start date period Errar Sa 6318 N Task end date period 2012 01 26 118 oo Task type se Task Type Process Created Open Open Overdue Solved solved Overdue Avg Resolution Totals 9 3 3 6 3 Od 21 56 34 Notes E 3 1 1 2 0 0d 49 13 P oA 6 2 2 4 3 1d amp 30 15 P Lo ar fay Loway Research The result of such Search shows for each Task Type e The Process field e Created existing tasks for each task Type e How many tasks are Open e How many are Overdue e How many have been Solved within the due date e How many were Solved late 108 QueueMetrics Tasks e The Average Resolution Time The View Details icon leads to Task Details where one can see the Status of each Task the users involved the Task Creation date time Validity From and Expiry date t
365. properly configured each time an Agent answers to a call the first background is automatically selected reflecting the information associated to the new call This is useful for retrieving information about the caller The Agent can promote the first background to be placed on top of the panels through the keyboard shortcut ALT 0 98 The real time agent page Reverting to the normal operation is accomplished by clicking on the menu bar in the area located between the left menu icon and the QueueMetrics logo For technical reasons is not possible to handle keyboard shortcuts if the current keyboard and mouse focus is not associated with a panel but with the background It s recommended to click on a panel or the menu bar in order to take the focus before using keyboard shortcuts When QueueMetrics is operating by an HTTPS secured server be sure to provide the background contents too over HTTPS or instruct the Agent browsers to allow mixing unsecured HTTP contents on secured pages 99 Chapter 9 Tracking IVR data Since QueueMetrics 13 03 IVR information is tracked natively within QueueMetrics IVR information is different from queue information as e IVR data is typically tracked before a call hits a queue and bears no queue information So IVR calls might be ancestors of any call in the system e If you know happen to know from the start of the call that a particular call belongs to a more specific area you may want to track th
366. properties file the icon will not be shown e A number of Attention levels see below e The current known Service groups for that queue i e which agents are linked to that queue e The current AGAW settings for the queue see below By clicking on the Agents icon you can define the position of each agent as a member of the service groups for that key An agent cannot be a member of more than one group per each queue s he is a member of Home C glsers CfgQueues Cig Agents CfgLocations Cig Outcomes Ch Pauses CfBOA Agents for queue 00 All Agent code Description Main Wrap Spill Agentti John Doe 101 E O a Agente oa Mike Boo 103 E O E Save Back lo queues 164 Editing QueueMetrics settings It is of course perfectly legal for an agent defined not to be used in a specific queue 21 3 1 Setting attention levels Red and yellow alarms It is possible but not mandatory to define all or some attention levels for the given queue To do so you have to fill in each queue attention levels parameter with an expression that will be matched to the current property s value in order to trigger a defined alarm QueueMetrics does currently allow to set two possible alarm thresholds that is a yellow and a red alarm You can define one or both of these properties according to your preferences Those values are used currently only to trigger alarms in the real time panel For example imagine we want to set a yellow alarm on th
367. r Sun Microsystems Inc Class Version 48 0 Java Home C Programmi j2sdk_nb j2sdki 4 2 jre Loway TPF Version Revision 1 98 Build 1169 D Language pack Id quevemetrics_en_US properties v 1 11 2007 06 11 20 52 29 lenz Exp The official QueueMetrics website is located at http quewemetrics com Contributors QueueMetrics would not be possible without the joint efforts of the following people a Italian localization Lorenzo Emilitri Loway Research German localization Thomas Dreiling TeleWeb GmbH French localization Vincent Nonnemacher AgentSpace Latin America Spanish localization Carlos Julio Moya Colombia Tha following high quality Free Software libraries and components are used by this work Bedetons AML BPC librarr fdstribuited under the LGPL as of paragraph bo of sald loenct The Silkicon sal by Mark James Litented under a Creative Commons Altyibation 2 5 Licenta Wo offer all interested parties the opportanity to download said components sources at no cost from our website af htpyf wor Lewayilfthind party This page shows the current release of the software and the current license information If you are running a free demo version you will see that the maximum number of licensed agents is 2 and an additional text will remind you on how to register You can also see some information being shown on the Operating System and Java version being used Such information is very useful to in the case of
368. r an agent was working in case you set up a cluster of Asterisk servers It is possible to sort the table for each title in either descending and ascending order To do this click once on the desired title for descending sort and twice for ascending sort Once the table is sorted an arrow symbol will appear close to the title so you know on which column it was sorted last As the sorting is done on the client machine it may take a while with very large tables Default page Details of Agent sessions and pauses Shortcut code ADO1 XML RPC code DetailsDO AgentSessions Parameters See also 72 Report Details 6 11 2 ADO2 Detail of agent pauses Detail of agent pauses Agent Ext Code Activity Billable Start hour End hour Duration agento rag 0 No 03 01 00 00 27 04 01 00 00 47 0 20 agentit 31 Ho 03 01 00 02 37 04 01 00 03 27 0 30 agent104 rag W Ho 04 01 00 05 27 04 01 00 05 47 0 20 John Doe 101 123 0 No 04 01 00 07 37 0401 00 06 37 1 00 agenti103 455 31 Ho 04 01 00 07 57 04 01 00 08 27 0 30 agenti104 789 30 Ho 04 01 00 10 27 04 01 00 10 47 0 20 John Doe 101 13 30 Mo 04 01 00 12 37 04 01 00 13 37 1 00 agentia 456 H Ho 04 01 00 12 57 04 01 00 13 27 0 30 agent 104 789 30 Mo 04 04 00 15 27 04 01 00 15 47 0 20 John Doe 104 13 a0 Ho 04 01 00 17 37 04 01 00 18 37 1 00 agent103 456 H Ho 04 01 00 17 57 04 01 00 18 37 0 30 agent 104 ras a0 Ho 04 01 00 30 27 04 01
369. r can start an IM chat to the given client if the agent has an IM address defined on record 11 2 Installing the AGAW Licence The installation of the AGAW licence requires a first step prior to installing the licence key whereas we need to enable the AGAW profile that ships with QueueMetrics which is usually disabled by configuring the AGAW user Choose Edit Users from the Home page and select the Cfg Users tab Make sure that Enabled field is set to Yes Once you have filled out the required fields as shown in the image below select Save F a gt o Demn Admin Adminai IS Os amp o Your Logo QueueMetrics call conter monitor Home ClaUsers CfgQuaues Cfg genis CtgAgentGroups CloLocall ns lg Qutcomes CfgPausos COA CipPerTriRules Clg Repos CIgIVR CQONIS User Detail User Id FE Lagin ETT Password fagawupg O Real name AGAW runner Enabled Yes e Masterkey NAAA E Class Usar keys Mumbar of logons 26742 Lasi logan 2010 04 10 12 10 19 51 27 o Commet D O o Token Creation Update demeadmin 02 04 2012 113249 You can now install the new AGAW licence key by selecting the Agent Awareness manager link from the Home page and clicking on the Install new key button at the bottom of the screen This will open a popup that allows to enter paste the new licence key By clicking on the Run button we will see that the AGAW runner is restarted To chec
370. ral outcomes Total billable time 1541743 Toni penr naa ora 704 Tots ageri bighi Eb 00 Total nontllable time 17 05 10 Number of Sales D Number of Qualified Contacts 0 Number of Contacts 0 Sales per Hour 5FH 0 0 Dualbted Contacts p r Hour CPx 0 6 Contacta per Hour CP 00 Carbraaon Pedal ie Quskhed corvert n mhdir 0 F Esport as HE o Call results by outcomes Call outcome Type Total Taken Lost i 21 Unia HETT 1577 75 20 Unie 11230 1120 5 205 S Nene bare et 1119 ta Export as E o The top panel will display an overview of the situation showing e How much billable time there has been on this system broken down by ACD call time agent available time and billable activities agent on pause The total non billable time e g lunch breaks The total number of Contacts Qualified Contacts and Sales as defined by call outcome codes The Sales per Hour SPH Qualified Contacts per hour QCPH and Contacts per Hour CPH ratios e The Conversion index that is the percentage of sales over the total number of sales and contacts Further down the page you can find details explaining Billable and Non billable activities with average minimum and maximum session durations and a percentage on all activities of the same kind Call results by outcomes Call outcome Type Total Taken Lost T Fi Uningni 1677 15677 5 354 el 20 Unknown 1130 1120 Aik hor 1675 555 1119 r a ea F Export as E o Billable
371. rarted n 2 tue Nov 05 16712424350 Chl 2013 SES o eS Oo aci Us If the page contains the string QMUP this means that QueueMetrics is working and able to talk to the database The other information on memory usage can be used to be stored in a long term tracking system e g Nagios Zabbix Pandora in order to make it possible to understand if there are memory issues We offer a sample watchdog script that checks whether QM is running or not and restarts it you can find it at WEB INF mysq l utils restart watchdogQm p 225 Chapter 25 For more information To know more about QueueMetrics in your specific setting or inquire about commercial licences please feel free to contact Loway The latest version of QueueMetrics can be found on the home page located at the address http queuemetrics com http queuemetrics com A number of how to s and recipes about QueueMetrics are available on AstRecipes see http www astrecipes net http www astrecipes net There is a QueueMetrics users forum for mutual support troubleshooting and ideas at http forum queuemetrics com http forum queuemetrics com 226 Appendix A Default users The following users come pre configured in the default database Yes The sample CC manager webqloader qloader No Access point for wqloaderd Agent 102 998 Yes Another sample agent Make sure you change their default passwords before letting users access QM Please n
372. reaker rtcWebBreaker flag used by the Realtime Agent page softphone The RTCWeb Breaker is used to enable audio and video transcoding when the endpoints do not support the same codecs or the remote server is not RTCWeb compliant Valid values are true or false If not present the default value is true default showAstClid If present and set to true it will enable the asterisk unique ID column on the answered unanswered call details tables default showSecondsOnTotalCalls If present and set to true the summary report call time figures will be shown in hhmmss format instead of hours format default disablebackhistory If set to true disable the history back navigation button in browsers default secondsServiceLevel The default SLA that Traffic Distribution graphs will use see DDO08 Default 20 seconds default shortCallsLimit The default Short Call limit that Traffic Distribution graphs will use see DD08 Default 5 seconds default jobmanifest_language The language used when generating a manifest file for exported jobs Tipically it affects the ID3 tags stored in mp3 recorded call files since QM1 6 2 default pausecoderequired If true agents are required to provide a valid pause reason when entering a pause from the agent page Default value is false default noncontig days Which days to include in Custom Reports non contiguous time 1 Sun 2 Mon e g 23456 means MON to FRI default noncontig period1 start Start a
373. rences and Appendix D System preferences for further details 31 Showing call details It is possible to sort the table for each title in either descending and ascending order To do this click once on the desired title for descending sort and twice for ascending sort Once the table is sorted an arrow symbol will appear close to the title so you know on which column it was sorted last As the sorting is done on the client machine it may take a while with very large tables If you click on the small icon on the right it will be possible to see the details of the call including e Asterisk s internal Call ID code The call date and time The caller id if any e The agent handling the call e The call duration e The wait time e The disconnection cause e The extension the call was transferred to e The URL that was linked to this call through the Queue command if any The call status code The server that handled this call The sound files one or more that were recorded for this call see below If the call is ongoing and you have the special grants to do so a red scissor icon might appear next to the call status to allow for brute force call closure See the section Section 24 14 Closing ongoing calls for further details The call may also display e If the call has more than one stint that is was rebuilt through multi stint mode then a list of stints is visible If a call has only one stint then t
374. report exit status 0 ccc c cece eee errr rnrn eens sees eee rr rr 212 24 2 Configuring URLs to be launched by the agent real time page 0 cccec cece cece cece eee eee eeeeeeeee eee rrr nr rr 212 24 3 Listening to recorded calls using QM cccceceee eee e eee eee e eee eee e eee e eee eeeeeeeaaaaaeeeeeeeeeeeeeeugggaeeeeeeesesessaugaes 213 24 4 Using AddQueueMember for dynamic agents cc cece eee eee cnn rre rr 213 24 5 Defining outbound queues CAMPAIGNS cece cece eee eee eee e eee e eed e ee eee rr 214 24 6 Enabling ACD call attempts recording on Asterisk 1 0 and 1 2 0 cece ccc cence een eee eee nn 215 24 7 Enabling ACD call attempts recording on Asterisk 1 4 cc cece cece eee eee eee e eee e ee eeee eens eeenneeeeeaeee 215 24 8 Listening to live calls Unattended Call Monitoring 0 ccc cece cece eee eee e eee e eens eee eeeeeeeee eee eeeeeeeseenennnneeees 216 24 9 Enabling VNC MONTONG asiron aie ddcecnu esreeteadicecnie dbus aenadaas decirte iia hua ghee bee daa EER ias 216 24 10 Enabling Agents Page aCllOnS serg caceria dada aaa odas 216 24 11 Enabling XML RPC call listening and streaming ooooccccooccccccnccccnnnnnnnn rc cnn rr 217 24 123 EnablIndcallOUICOMES ereraa Bene anid deena aaa daa ral aida ia dais diia 218 24 13 EnablINd palse GOAS iu disidencia idad dia ladilla dit dica dead peated wad a 219 4 14 GlOSING ONGOING CANS zaera whee ta
375. rkani ierni radicaron tee iria i n ista shade 192 21 20 Motaling ME AGAW TUNNEGI 4axcchditecniia tinned acG ilatina diaria dida ia pardas 192 21 21 Using tne DOTeSt Diagnostic TOOS pesasini achat nel Olek aca Puce teed a died oie aer eed dae eet sok 195 QUEUEMETRICS USER MANUAL 212223 SVSIEM GUC OG SpE CiO rasaan tine pidiera reido aerea ciar 198 22 Listening to calls using Pluggable Modules PM ccccccccee eee e eee nr 199 22 41 PMS to malch Recorded GallS caseta criteria abs A AAAA domeaiune Meade eedamineaddaeatenesdetats 199 222 JP MS 10 match Eve CallS ii0t16 ccacacGe viel areedamd nate Maus lisis oie dedicara 203 23 Expoming Call sets trom QUeCUCIVICWICS irssi aiidas konn a inne gant eid jioed actas da AEEA 206 2 dels EX POMING CallSe ANMOVEIVIOW areas vse e n a e A anes teen A addon E E Rowe wane hee ndoed E E wees AAG 206 des EXPOnIMNg Calls il Practico kossies ae acia aia iii Boat aig ewan eas didad ange sake end 207 2330 OUIDUL TOMMAL ctesuctska ncG2scndcneapeuniaGdcied aci cid sin AO hue Pike E mind taee Meeddindanae wea nate 208 234 Available IMpleMemOrs c2tns 2cctotardsiadated hehe dita tang ducks arica deidades 209 29 9A MPI CONVERSIONS ONIN NY lt 1 2iccansoa stan tC cddabnnne tried mies thee SAGd dacs nie e a a tag edwebainauees aaehisan mies 210 24 Configuring Asterisk for QueueMetrics comarca cicle na Yodel dae d bask 26 dade Bete Sheen aie Yeee babe Cb een dd caia 212 24 1 Configuring queues to
376. rowser to http localhost 8080 queuemetrics Ask your system administrator for the correct web address of your instance of QueueMetrics If all goes well you will see a page like the following one Print O Your Li OU QueueMetrics call center monitor User Logon Login Password __ Language UWS English Log In Please ask your system administrator for the correct credentials to access this instance of QueueMetrics Feeirerc hh Loway Research This and the following screenshots are taken using Opera 8 on Windows other environments may present minor discrepancies from what is shown here If your system administrator has already configured QM you might see you firm s logo on the top left part of the screen and a different welcome message To enter the system as a user enter the standard credentials demouser with password demo and click on the Log in button or use the credentials your administrator has provided If you prefer to use a different language from the default English you can choose one of the other supported languages from the drop down box After choosing the language the main page will be reloaded 10 Inbound calls Show inbound calls for agent damoadmin Remote monitoring Show current system activity Agent report Filtered for agent Today Yesterday The day before yesterday Last day Last days Last 30 days Last 90 days Quality Assessment Logging on to Q
377. runt mollt anim id est laborum 2010 09 20 11 52 24 demoadmin Message from John Doe 101 Pause types and codes are displayed according to the following table e BP Pause is Billable and Payable e BNP Pause is Billable but not payable be careful e NBP Pause is not billable but Payable NBNP Pause is neither billable nor payable A set of payroll notes can be added by the user and read Notes could also be deleted by a user holding the proper security key See Appendix B Security keys for further information If you have the grants to edit a session by clicking on the icon placed next to the duration field you will be able to edit that session The table can be exported as Excel CSV XML as all other QM tables 14 2 4 The Session editor page The page displays the information about the selected agent session and it searches the maximum minimum values allowed for starting and ending the session 142 Payroll data in QueueMetrics Agent session editor Agent name John Doe 101 Agent code agent 101 Agent group Agent location Main Location Actual Minimum Maximum Change Current session start 09 07 15 53 40 09 06 15 53 41 09 07 15 53 40 Current session end 09 21 11 46 50 09 21 11 29 16 09 21 11 46 59 Insert new time in the short format HH mm ss or complete format yyyy MM dd HH mm ss Move It will be able to change the agent session by entering the new start and end times either one or both at
378. rvals Default page Call distribution by hour 60 Report Details Shortcut code DHO4 6 8 5 DHO5 Schedule Adherence per hour Schedule Adherence per hour Hour Agents 00 00 4 45 00 30 4 45 01 00 4 3 50 EEE 01 30 4 Aco em 02 00 4 I Ee 02 30 4 Aco em 03 00 4 Ago 03 30 4 Aco een 04 00 4 3 50 e 04 30 4 Aco em 05 00 4 3 50 05 30 4 Aco em 06 00 4 3 50 06 30 4 Aco eee 07 00 4 34 50 EEE 07 30 4 Aco ae 08 00 a 3 50 EEEEE 08 30 4 Aco 09 00 4 34 50 EEE 09 30 4 Aco eee 10 00 4 3 50 EE 10 30 4 Aco em 141 0 n MF The Schedule Adherence report shows the number of distinct agents that were detected during the given period This makes it possible to detect the number of different people that had been working on a given moment Default page Call distribution by hour Shortcut code DHO5 XML RPC code CallDistrDO StaffPerHr Parameters CC 6 8 6 DHO6 Queue length per hour Queue length per hour Hour Avg Min Max Cover Steps 00 00 10 1 1 aai 25 o 00 30 1g m 4 SS ESSE 355 0 01 00 g PO 4 SSS 254 01 30 10 C 1 e 25 o 02 00 Ls 1 A 255 D 02 30 LO 1 NU 25 0 03 00 10 A 1 ee 25 03 20 7 0 O 4 pa 255 0 04 00 1 1 ini 25 0 04 30 1 4 S 25 0 05 00 1 1 IA 25 0 05 30 1 4 NE I5 0 06 00 4 2535 oO 06 30 1 1 ars 3554 07 00 1 1 IA 25 o 0
379. rvername audioRpcServer The URL of an XML RPC server to be used for audio monitoring cluster servername agentSecurityKey The key with which this cluster entry must be protected on the Agent s page cluster servername websocketurl The websocket URL used by the Realtime Agent page softphone for the selected server It shold be in the followin form ws IPServer Port path cluster servername sipaddress The SIP server name or IP used by the Realtime Agent page softphone for the selected server cluster servername rtcWebBreaker rtcWebBreaker flag used by the Realtime Agent page softphone for the selected server The RTCWeb Breaker is used to enable audio and video transcoding when the endpoints do not support the same codecs or the remote server is not RTCWeb compliant Valid values are true or false If not present the default value is true Audio Monitoring Property name The PM to use for listening to recorded calls default audioRpcServer The URL of an external XML RPC server for both listening of recorded calls and live call monitoring audio lookBack How many hours to check for midnight crossing Used by the LocalFilesByDay PM audio decrypt The streaming decryption filter for encrypted recordings Misc Property name manager dump By setting this property to true the dialog between Asterisk and QM used to show the Live Page is dumped to the Catalina out log file This makes it possible to send it over to Loway
380. s Agent Awareness System status Satus Oueue Stan End Loader Quern mas Insetms Calla Agen Decalts Curert hbzund tit 04410 ihe 200 2 125136 125127 Cuert OOPS iih 04410 gt lu 265 5 e 2 El E527 1251 27 System status Entrlas Aura current in Querying phant Runs cuirenily fingering phase Auns currently n Complete phese 2 Cts Curr Auns cumanliy n Obsolete phase 23144 y Talal number of entries in e ape dele 5282 gt Telal number od leg entres FEIA Manual fable maintenance Install maw kay Restart AGAW runnar TARA This page shows the name of each queue that has been or is being processed when the run started and ended how much time it took to run the number of calls and distinct agents involved For example in the screenshot you can see that there are two queues in Current status At the bottom of the page you can see the number of entries per status plus the database size When requested QueueMetrics will send the client all queues that are in the Complete state Possible run statuses are e Querying data is being gathered for this queue e Inserting data is being written to the database e Complete data is available for the AGAW clients to read e Obsolete data that was previously available now waiting for deletion A number of database systems have better performance if data is being added to a table versus the case where it is being added and deleted S
381. s Agent 5484 2007 06 21 06 26 2007 06 23 06 25 20 days AgentAD2 6912 2007 05 21 06 26 2007 06 23 05 25 2 0 days Agent 03 6 336 2007 06 21 06 26 2007 06 23 06 25 2 0 days Agents B42 2007 06 21 DE 26 2007 06 23 05 25 0 days 155 Storing queue data on MySQL The total number of rows in table and the total table space is shown for each partition its minimum and maximum data entries and its heartbeat that is fake entries that the qloaderd process will add to notify the server that the connection is still alive even if Asterisk is producing no data The number of calls is a very rough estimate with no logic in it it may differ a lot from the actual data calculated by reading the log Only its order of magnitude should match the other reports For each partition all distinct agents and queues are reported and their first and last appearance on the database The Days is the time difference in days between the first and last reference Please not e that accessing this page causes a number of table scan queries to be performed on the MySQL table the page might become irresponsive or MySQL can be slowed down if your queue_log table is very large 19 6 Optimizing the queue_log table If you do a number of deletes followed by inserts on the queue_log table for example because you manually delete a partition and upload data in another one the table access plan may become sub optimal and performance may suffer The same happens if you u
382. s a call is completed or hung up it exits the Calls panel This panel can be turned on or off through the Calls dropdown on the top of the page The MOH field 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 filed will show the total on hold time To implement this feature it is necessary to have an Asterisk patch which can be obtained by following this link https reviewboard asterisk org r 1778 NOTE The link to this Asterisk patch is provided by the Copyright holders and Contributors as is and any fitness for a particular purpose is Disclaimed In no event shall Loway be liable for any direct indirect incidental special exemplary or consequential damages including Loss of use data profits or business interruption however caused including negligence or otherwise arising in any way from the use of this Asterisk patch 81 The real time status panel Calls belng processed Queue Caller Entered Waiting Duration Agent MOH are i Inbound 201 10 08 56 0 03 ar John Doe 1017 Jd 3 33 Export as E E e The Srv column is used only in cluster based environments to tell you on which server the call is being handled The last field contains a wand that on mouse over displays a drop down menu which allows to perform the following actions Calls being processed Queue Caller Entered Waiting Duration Agent MOH S inbound
383. s so that the feedback on the agent s behaviour is immediate e A way for the agent to get in touch with her supervisors using an off band channel chat so that they can keep on working with no downtime when speaking to their Supervisors or with second line product experts e A way for the supervisor to send targeted broadcast messages to his own agents making it feasible to monitor geographically dispersed agents The choice of developing Firefox Chrome plug ins was because this way the agent can keep on working on a browser based interface CRM data entry while keeping an eye on their own statistics in a non obtrusive manner The AGAW implementation is divided into three logically distinct elements e The configuration and supervisor access part done through QueueMetrics Supervisors and managers can monitor the AGAW modules through the QueueMetrics program when given the correct security keys to do so They can also send and remove broadcast messages to agents through the main QueueMetrics interface e The Queue Runner This is a command line Java program that in turn runs statistics for all defined queues and agents Though it leverages on QueueMetrics to run the analysis it does not run within a serviet container and doesn t have any visible interface The Queue Runner can reside on a separate server from the main QueueMetrics instance e The AGAW facades The facades are the access points for each agent to log on and see their o
384. s to CBTs This task coult be sent through the Performance Tracker Result Page 109 QueueMetrics Tasks An agent can accept open up the URL or dispute this task This task basically behaves like a Note but has a Dispute button as well 10 2 4 Meeting Task This is a task that is sent to the agent via XML RPC by his her line management and includes the message the date and time of the event An agent can accept or dispute refuse reject this task 10 3 RSS data export for tasks Any QueueMetrics user can subscribe to their own task inbox as RSS feed You can access the RSS feed and subscribe to it in most browsers just by clicking on the orange RSS icon that is displayed next to the Tasks icon In order to display the RSS icon you need to set the properties as described in the chapter below Setting computed URLs This access method offers no security at all so any user who has access to any other user s workstation can access the other person s RSS feed The RSS feed contains only the the titles of current tasks to be done and a link when the link is clicked the user is authenticated if necessary and lead to the tasks page so basically clicking on the RSS link is the same thing as going to the Tasks page and selecting a task in order to view its details If the user that logs on is not the intended recipient of the task the task is not displayed It is advisable that the RSS polling speed be set to a minimum on
385. s vers about Mamay N O fr pare JUNE et 4 Cc W localhost e D Personsicrs cobegem CI abbr Prefers Demo Admin Adruariraior i a kag Your Logo QueueMetrics call center monitos 5 Home Cfg Users CigQueues Cig Agents Ciglocathns Cig Outoa Clip Pauses AGAW alarms for queue Q DPS unut ritina Ager settings Velo Baril Shea F Wellin And ACL Average Call Length Average wrap time Average wait Hove for waiting calls Maximum wait time for waiting calls P Number of calls CPH Contacts per Hour GCPH Qualiked Contacts per Hour SPH Sales per Hour Qualibed Conversions Cabirersona e Created by Last update Back fo queue Back to all queus As you can see for each metric there are a couple of switches that decide e Whether that metrics is to be shown at all e Red and yellow alarm levels for the whole queue to be shown in AGAW so they might differ from the ones used for the real time page e Red and yellow alarm levels for each agent separately These settings are applied from the next run of the AGAW runner so they can be modified while the AGAW runner is active and will be picked up when the relevant queue is processed All values are always computed you can toggle visibility of values on and off if they are Off they are visible in the AGAW monitor but NOT to the user Alarms can be expressed as e Integers for time periods and n calls e Floating point values e g gt
386. s working together as if they were one single box The cluster can be set up as is better fit for example e Different queues for each Asterisk box or e The same queues on more than one Asterisk box e Some boxes are used for inbound and some for outbound When QueueMetrics runs in cluster mode the whole call center is monitored as if it were a big single Asterisk box and the basic unit for reporting remains the set of selected queues QueueMetrics will internally query the different servers or queue_log files as needed and will automatically dispatch events to the correct Asterisk box 20 1 Setting up a cluster To set up a cluster you should define the following configuration variables in configuration properties cluster servers aleph trix This statement tells QM that the current cluster has two members that are called aleph and trix We suggest using a short name for each server as it will appear in many different screenshots One option would be using the capital letters like A B C etc for different members of the cluster For each server in our case aleph but we ll have to repeat it for all members of the cluster we will define the following properties cluster aleph manager tcp user pass 10 10 3 5 This tells QueueMetrics that the manager interface for aleph can be found at 10 10 3 5 logging in as user with password pass The manager interface is needed to run Live monitoring and can be used to run commands t
387. s you see different calls processed by the same physical Asterisk queue as if they were processed on multiple subqueues Often used e g to tag calls to clients or products without creating hundreds of physical queues in Asterisk VNC a technology that can display the screen of another computer on your own screen through a TCP IP connection A number of free and commercial VNC implementations exist Wildcard matching a technique to group together all queues that have a name sharing similar characteristics See Section 21 3 2 Using wildcards in queue names for details XMPP eXtensible Messaging and Presence Protocol An open instant messaging protocol Used for off band communication in the AGAW subsystem 249
388. security implications see Section 24 8 Listening to live calls Unattended Call Monitoring 20 Agent login This extension logs in a call back agent The variables AGENTCODE and AGENT_EXT are defined Please note that for this to work properly there must be no password set on the Asterisk agent The following example explains how the feature works exten gt 20 1 Answer exten gt 20 2 No0p QM Logging on Agent AGENTCODE to YA SEE LO CIN Ear Uso imeem lov YS OME INCE INN exten gt 20 3 AgentCallBackLogin S AGENTCODE AGENT_EXT sip exten gt 20 4 Hangup 21 Agent logoff This extension logs off an agent The variable AGENTCODE is defined The following example explains how the feature works exten gt 21 1 Answer exten gt 21 2 No0p QM Logging off Agent S AGENTCODE made by S QM_LOGIN Son IS oy Seen asmerisk ag en logo agente T ACENTCODE TT exten gt 21 4 Hangup 22 Agent pause with pause code This extension pauses an agent and sets the pause code The variables AGENTCODE and PAUSEREASON are defined The following example explains how the feature works exten gt 22 1 Answer exten gt 22 2 No0p QM Pausing Agent S AGENTCODE with pause reason S PAUSEREASON made by S QM_LOGIN exten gt 22 3 PauseQueueMember Agent AGENTCODE quen 242 4 yveiz n seo Sao ca ls CONO UD oa Agente AC ENT ODE PAUSEREASON PAUSEREASON gt gt var log asterisk queue
389. separately per queue and per agent At the bottom of the client section there is a space reserved for broadcast messages that are of interest for the current agent and are shown in a bulletin board fashion for a given period a few hours and showing only the latest ones At the moment you can either use QueueMetrics or the AGAW client in the same browser unless you use a different alias for the server in order to have two active distinct user sessions See 11 5 2 Which parameters can be displayed on the client A large set of metrics can be displayed on the client We suggest to keep them to a minimum to avoid cluttering the agent s view with information that is not currently critical to her work N Calls Absolute number of calls CPH Contacts per Hour QCPH Qualified Contacts per Hour SPH Sales per Hour QCONV Qualified Conversions For all metrics red and yellow alarms can be set separately at the queue and agent level and for each queue separately 11 5 3 Contacting supervisors If this feature is enabled in the queue agents can talk back to supervisors using an XMPP Jabber client This will happen by clicking on a link that points to the correct supervisor next to the queue name If you have FastPath installed you can use FastPath to create a virtual supervisor queue that will be available through a Chat Now button that will appear on the bottom of the AGAW client 11 6 Supervisors accessing AGAW statist
390. set of specific form Per question notes associated to the selected form are shown at the beginning of the comments list For each call it is possible to add Tags which can be created using the security key CALLMONITOR_ADDTAGS and deleted using the security key CALLMONITOR_DELTAGS as required in order to keep a further note regarding that specific call Is not possible to submit partial forms If you compile a partial form switch to the note view and submit a note the scores already compiled will be lost 12 3 4 Grading over HTTP access Is possible to grade a particular call through an HTTP request to the QueueMetrics server with an URL specifically formatted for this purpose When an URL is typed in the browser QueueMetrics redirects its output to the login page if required where the user could log in to continue QueueMetrics shows the grading input form in the browser window and the user can grade the call and or add notes to it The URL to be used to trigger the grading procedure should follow the syntax below http qmserver corp 8080 queuemetrics qm_ga_jumptogradepage do AE Vastcelid lZ2eol3s43147 zz QA ST QUEUWE quele nam e QAFE formName FormToBeGraded SOME Cal Sesa e gt 2 0110 110 04 Lal 2 ONO e ono of course the URL should appear all on one line In the example we trigger a grading procedure on the host qmserver corp on port 8080 The context is queuemetrics but could change based on local inst
391. sily integrate FreePBX IVR with QueueMetrics The module will be published shortly and will be available through the standard FreePBX modules administration page Till this date you could manually install the module following the below steps In a command shell type the code Sie ao Saa ce mon ome mocuikec mc cies l quen eme ate s Eee Sev cuenenserios 2 1 051 css cues venere rics gzip quecuemetries Z l Or Etar This generates a queuemetrics 2 11 0 1 tar gz module you can install on your FreePBX box In the FreePBX modules administration page press the Upload modules button Module Administration Repositories Basic Extended Unsupported Check Online Upload modules Module Version Publisher Admin Asterisk CLI 2 10 0 1 FreePBX Enabled Backup amp Restore 2 10 0 41 Schmoozecom com Enabled Browse to the queuemetrics 2 11 0 1 tar gz file you downloaded from the FreePBX repository DP r een eee ge A ee pee ae E Ee gmr ye Admin Applications Connectivity Reports Settings User Panel Module Administration Repositories Basic Extended Unsupported Check Online Manage local modules You can upload a tar gzip file containing a FreePBX module from your local system If a module with Sfoglia Upload a then press Upload to store the file on your FreePBX box 2 Pi visitati Mb Come iniziare 3 Ultime notizie Le promozioni HP Pi visitati Ye Admin Applications Connectivity Reports Settings
392. sion Local 123 ext on queue Q1 is read as Agent Q1 123 Default false default joinMultiStintCalls If true multi stint calls in the current analysis set are joined by default default useEndingChannelName If true the last reference to an agent is used as its name in case they are different default stripChannelNames If true anything after the sign is deleted ie SIP 203 abcd is read as SIP 203 If false the agent channel name is loaded as in the queue_log file Default true default ignoreQueueStarts If false agents are logged on and calls closed on QUEUESTART records Otherwise they will be ignored Default false default alwaysLogonUnpaused If set to true when an agent logs on he will always be unpaused Default false default ignoreRingNoAnswer If true the analyzer will ignore the RINGNOANSWER verbs in the queue log in favour of AGENTATTEMPT verbs default subqueueModeEnabled If set to true all activities on subqueues are reported in the parent queue default exitOnAgentDumpSysCompat If true AGENTDUMP and SYSCOMPAT verbs considered call closure records If false they are counted as failed attempts default maxOngoingWaitTime If set gt 0 calls having more than the number of seconds of wait time are skipped Defaults to O all calls counted 236 System preferences Property name default maxOngoingTalkTime If set gt 0 calls having more than the number of seconds of talk time are skipped Defaul
393. sireenin n A A A 22 4 9 Understanding results Inbound ACD call attempts caia A A A AA 22 4 10 Understanding results Call dis tibuUtO Masa a Da ado 24 A Understanding results Agent acia testa da a 26 412 Undetstanding results Gall DUICOMES oc mai A O AA E A 29 De OMOWINGzGalIPOCTANS rd E A A a 31 dl Deal or ans wered galls ina e a a E a a 31 5 2 Eistening to answered Calls dins io a a ads 32 273 Detal ot unansweredicallS co ct ios ltd 33 5d Detallob IVA Calls a ls Seeks bee O a ls Sea bee o O le Ser ant a 34 Oe REDON Deal aii AA o s 35 6 1 Historical repons Answered Calla a A A aos 35 6 2 Historical reports Details of answered calls ita A A ii 42 6 3 Historical repons Unanswered calS acia a A E A aA R osas 44 6 4 Historical reports Details of unanswered calls ii A ca 52 6 5 Historical Tepons Area code analy Sai a DI da 53 616 Historical reports DISTADUNOAS ds eta nee cease hes saber th AO 54 6 7 4alStoneal reponts Galldistibution DY day serorea ts ths aah ocean tian aon Gee Owta totes vale dl 59 6 8 Historical reports Gall distibution Dy Nour avia O Ao 58 6 9 Historical reports Call distribution by day of week ooccoccccocccccccccccnccnnnnnccnnn nc nr 63 6 10 Historical reports Agents and SESSIONS 2 3 scious as al deis o idas diia oe oes 66 6 11 Historical reports Details of agent sessions and PAUSES cece cece eee eee rr 72 6 12 Hist lical repons Call OUlCOMeS saris aio A A As 74 Salas
394. sis that reports in the lower right table present in the dialog the minimum and maximum values representing the interval fulfilling the inserted parameters and the number of calls analyzed You can repeat the calculation until satisfied then press Save to insert the rule in the rule set or press Cancel to forget it 21 12 Configuring reports Since version 1 6 QueueMetrics allows for the configuration of reports This makes it easy to tailor specific reports to specific users instead of having all reports shown to all users It also adds the fexibility to hide part of a report to users that do not have specific keys and to edit the titles and subtitles for each reports In order to understand reports it must be understood that a QueueMetrics report is made of a number of screens the pages that the report is made of each of which is in turn made of items the actual tables containing data All elements reports screens and items can be key protected so it is easy to make a full report or just a part of it visible to some users only As both screens and items have a display order you may want to control they all have an numeric attribute called Sort Order that orders elements from the lower to the highest As QueueMetrics reports include an All reports page that in turn includes all elements in order it is possible to control which elements are visible in it at the screen and item level this is useful because you usually do
395. splay each queue with a different color code e in black queues the agent is a known member of e in brown queues the agent is currently working on but he s not a known member of e as a down arrow queues the agent is a known member on but he s not currently logged on to In order to see the list of queues fly over the down arrow symbol with your cursor The On Pause field will contain the time the agent went on pause if the agent is using a pause code to mark the reason for going on pause the decoded pause code is shown as well A switch can be used to show the pause start time either as an absolute hour or a time increment The Last call and On queue fields show the start or disconnect time of the last call the agent handled which is latest and on which queue the last call was This can be useful to diagnose queue strategy problems that lead to unfair call distribution or agents having problems with their telephones and therefore not taking calls correctly 82 The real time status panel The last field contains a wand that on mouse over displays a drop down menu which allows to perform the following actions Agents currently logged in Agent Last logon Cueve s Extension On pause ary Last call On queue 2 Jobn Boe 101 04 20 17 05 36 inbound sipa 1706 Email 17 07 52 Inbound A P Export as E 5 de vie Dn LOWAY apero vere Lower Remeni L gt Pouar Agent 158 Unpause Agent E send Text Message e VNC Monit
396. steners MultiListener audio multi loclnas first PM local calls audio multi loc it loway app queuemetrics callListen listeners LocalFiles audio multi loc default monitored_calls queues audio second PM NAS storage audio multi nas it loway app queuemetrics callListen listeners LocalFilesByDay Oo alles tachi mona eos del le inky Mec SOS UM D ID What we do here is the following e We first define a MultiListener and tell it via the audio multi property to actually query a PM called loc first and one called nas if nothing is found You can have as many PMs as you need and you canset their names as you best see fit e We specify the PM to be used for loc in the audio multi loc property Properties to be set for it are appended to the audio multi PMNAME hierarchy as we do in this example to set the default monitored_calls property e As you can see you can have multiple PMs of the same type as well as different and ecah can have their own configuration properties 22 1 7 Pluggable Listener for Enswitch Platform Integration Module name Ens Full Java Path it loway app queuemetrics callListen listeners thirdparty Enswitch Properties used enswitch serverclass is the full qualified name of an external class code implementing the interface specified on next paragraph We expect to have an external implementation resulting in a class files IntegrationExample java in this example stored in a suitable jar and or classpat
397. stions will be non scoring as you are gathering information and not evaluating an agents behavior e QA forms can have multiple sections that turn on or off based on the answers to other questions Questions can also be made optional e You can associate free text comments to QA items by clicking on the pencil icon on the right hand side of the question 8 6 Agents Page performance considerations Running a large set of agent pages may impose a significant burden on a QueueMetrics system The best way to run them is to e Use SQL or CLUSTER storage types Set the lookback period to the minimum usable period you control this by setting the realtime max_bytes_agent property to the number of seconds it must look back For example if your agent shifts are of 6 hours you could use a number between 22000 and 25000 e Turn on row caching this allows QM to keep cached and pre processed copies of objects it needs to run the Real time and Agents Page This may offer a significant speed up ofter by an order of magnitude and will reduce database load You turn on this feature by setting realtime useRowCache to true e If you use Active Polling try and increase the polling delay e Tune Java memory for maximum performance see the Advanced Configuration manual Consider AGAW as an alternative to running thousands of agents pages at once 8 7 The new Realtime Agents Page Since release 14 0 6 QueueMetrics includes a new real time page based on m
398. swered calls It corresponds to the graph called Answered calls by stints O C AE 6 3 10 UN10 All calls by stints All calls by stints Number of stints N Calls 4 1188 400 0 b Export as E lt gt This graph tells the stint distribution of all processed calls lt corresponds to the sum of the graphs called Answered calls by stints and Unanswered calls by stints Shortcut code UN10 XML RPC code KoDO StintsOkKo Parameters See ao OOOO S 6 3 11 UN11 Enter queue position Enter queue position 1 Untracked Position at enter N Calls Untracked 1 0 4 1 TI 09 65 nn WIN b Export as lt gt 48 Report Details This graph shows the initial queue position that the calls had when they joined the queue For example a queue position of 1 means that a Call was first in line of 5 means that a call had four other calls in line before being answered As the logging of queue positions is a bit inconsistent some calls might be missing it Untracked UN11 OOOO Es 6 3 12 UN12 Enter queue position for all calls Enter queue position for all calls Untracked Position at enter N Calls on Untracked 670 75 1 nn 1 22 24 905 a b Export as This graph shows the initial queue positions for both answered and unanswered calls Shortcut code UN12 XML RPC code KoDO QPosOkKo Paremets See ao OOOO S 6 3 13 UN13 IVR selection IVR sele
399. t and the average wait times broken down by period All percentages are calculated on the call class they belong to i e a 50 of Unanswered calls on one day means that 50 of all unanswered calls for the period happened during that day not that 50 of calls were lost For each metrics the total number of calls is shown together with average minimum and maximum times Graphs are plotted on the total number of calls broken down and on the averages It is possible to change the interval in the Hourly graphs so that you can have reports break down calls e g by half hours or hour quarters by changing a value in the QueueMetrics master configuration file 6 7 1 DDO1 Answered call distribution per day Answered call distribution per day Day Num Answered calls Avg Min Max Avg duration 2010 04 01 668 99 9 0 59 0 08 2330 PRA gt Export as F 4 gt 55 Report Details Taken calls are shown per specific day Days with no events are not shown Default page Call distribution by day Shortcut code DDO1 XML RPC code CallDistrDO AnsDistrPerDay Parameters seso OOOO S 6 7 2 DD02 Answered call wait time per day Answered call wait time per day Day Num Answered calls Avg Min Max Avg wait 2010 03 31 1 0 1 0 10 0 10 gan Ao 2010 04 01 666 99 9 0013 0 10 vz PA gt Export as lt gt The total numbers of call wait time for answered calls are plotted for each day 6 7 3 DDO3 Unanswer
400. t data or end after it will be ignored Run time and memory will be comparatively more than a standard analysis as the grouping and additional data stored take their toll on the system Stint grouping does not work for real time analysis This may lead to problems when you want to use filtering criteria in multi stint mode where only some stints match the critera while others does not T To avoid this issue on newer versions of QueueMetrics calls are joined together in multi On versions of QueueMetrics up to 1 6 3 calls are filtered by search criteria before being aggregated in multi stint mode stint mode before criteria are applied to the aggregated results 15 2 Multi stint calls in QueueMetrics If you run calls with multi stint mode enabled the string Multi stint calls joined together will appear on the top panel and the number of joined together calls will be shown Period start date May 01 2007 6 00 Period end date May 30 2007 18 00 Total calls processed 15 316 22 5 ansi 11 5 unans Multi stint calls joined together 173 The distribution of taken calls by stints will be shown in the Answered calls tab Answered calls by stints Number of stints N Calls g 1 13427 991 2 124 039 3 3 0 0 PExport as BE 0 The distribution of lost calls by stints will be shown in the Lost calls tab aggregate calls by stints will also be shown in the Lost Calls page 145 Multi stint calls Unanswered
401. t facades The client facades are installed with the main QueueMetrics app so they will work if the main QM app is working The only customization must be made in a file named agaw properties that resides under WEB INF cliene ce rrecl T7 00 0 The timeout in milliseconds that will lead the client to refresh information on the page O means no refreshing or user driven refreshes The lower this value the higher the load will be on the AGAW fa E7ade server client sparkurl http chat myserver 9090 webchat jivelive jsp This is an absolute link to the jivelive jsp page a part of Spark Fatspath that should live on the same server for security reasons If no URL is passed there is no Chat now section in the clients To avoid cross site scripting problems this works best when both QM and FastPath are installed on the same server client sparkuser supervisors workgroup chat The virtual user that will be used for Spark Fastpath Chat Now button As of version 1 5 there is only one available fa E7ade that mimics the behavior of the XUL fa E7ade and it is called Plain HTML You can access it at the address http server 8080 queuemetrics agaw facades plain_frame jsp Please note that accessing the fa E7ade when logged in QueueMetrics is likely to cause unexpected session termination of the QM session if you must access it with QM open use a separate browser 21 20 3 Setting up the AGAW activation key The default version of the A
402. t will work out of the box for most installations QueueMetrics is meant to be highly customizable you can alter much of its behaviour to fine tune it to your own needs and display your company s or your client s logo QueueMetrics is an intranet application as is designed to be used through a web browser There is no software to install on the client machines You can access it from anywhere as long as you have the correct credentials QueueMetrics is meant to be free for smaller installations that is up to two agents covering most SOHO s and passionate Asterisk hackers Larger installation can buy a licence based on the call centre size our clients testify that the extra insight and control on your operation that QueueMetrics makes possible is well worth its price tag Chapter 2 Installing QueueMetrics QueueMetrics is written in Java so it should run on any environment where a Java virtual machine is available This means that the same version of QueueMetrics runs fine on both Linux and Windows with no need for a specific version 2 1 Prerequisites Server The following software is needed to run QueueMetrics 14 e Java SDK version 1 6 or later e A modern JSP and servlet container like Apache Tomcat 5 or later e MySQL version 5 or later e Asterisk PBX version 0 7 or later versions 1 2 to 12 are fully supported All said software should be already installed and working on your machine before attempting to instal
403. ted is equal to 0 the NUNUM item is enabled only if the value associated to the NMYN question is equal to 100 e The item NMMUL is related to the itemMNUM This question is enabled only if the score given to the MNUM item is greater then 50 e The question MMUL is a normal question and is always enabled A couple of rules govern the way values for dependent question are handled when the question is disabled e Dependent questions when saved receive a N A value so they behave like non madatory items when you check the N A box The value will be counted in the grading report statistics following the same rule e The N A value works with the same rule even if the dependent question is a shortcut one if it is disabled it is not considered a shortcut 21 9 2 Configuring QA items The set of items that are selectable as members of a form can be configured by the user by clicking on the Edit items button at the bottom of the QA forms editor Demo Admin Administrator Gl A S PE Yau Lo o0 QueueMetrics call center monitor Home CigUsers CigQueves CigAgenis CigAgantGroups CipLocallons CfgOulcomes CigPauses Clg OA Clg Part Trk Rulas Clg Reports QA Items list Filter Search Engagement Code 7 Description Weight Shortcut Session Shortcut Mandatory ASS Waz assurance given for cients assisiance 1 a a F ELE How clear and conce was ihe reps vocalczabon and pronunciation 1 a a rd cLo How positive and appropriate was
404. tering data into the Filter box on top of the page or change the default sort order for the list by clicking on one of the column names The default page shows e The queue Alias and Composition e The Wrap and Announcement durations e The key protecting the queue if any FP Front Page Whether that queue will be visible from the queue selection boxes e The number of known agents that are member of the queue by service level as Main Wrap Spill The pencil icon will let you edit the queue while the People with pencil icon lets you change queue associations The pie chart icon at the end allows to define assign the set of queues on which agents can run reports No specific key or property are required but this feature is only available as of QueueMetrics version 12 10 For an administrator to make this feature available for the agent it is necessary to have at least one queue and a report assigned to the agent See also Section 21 12 Configuring reports for further details Home Ciglisers CigQuewes CigAgents CipLocalions CfgOuicomes CfpPauses Cfg QA Queue Detail Queue alias Q DPS Qu eua s queue dps Wrap up time sanc o Announcement sec o Visibility key Call flow Inbound calls Shown on front page Yes Chat group Main agents AgentM01 Agent 102 Wrap agents Spill agents Attention levels Yellow alarm Red alarm Number of calls in quewe gt 2 gt 5 Number of agents on call Humber of agents
405. the Turn off checkbox on the left of each rule The title of the section shows the total number of calls found for the agent and the number that is actually displayed The O ones that are not are the ones that are filtered out In order to see them all again just clear or turn off all the filters The following rules are defined e Call length e Aform s average score e The performance tracker score e The call outcome e Whether the call is a Flunked one or a Sale or a Qualified Contact or a Contact Special notes about rules e If you enter multiple rules at once they are all active e Rules expecting a time duration e g call length will accept input as H MM SS e g 0 23 or an integer number of seconds e Rules working on a float value have the float value converted to the nearest integer and then the rule is applied It is always possible to sort data in the call list table by clicking on the title 13 1 2 Taking remedial actions By the bottom of the page the grader can take remedial actions using the form displayed below Actions Move to group OK Rememberme in 30 day Send CBT OK Reason Move the agent to a different group In order to move the agent to a different group the grader has to select the new group through the dropdown he can specify a reason in the lower text box then press the OK button on the right side of the dropdown group If the user checks the Remind me checkbox before pressing th
406. the Asterisk extensions that QueueMetrics will call for each button present in the agent live page when hotdesking is enabled Change the realtime agent_button_x channel key to the value Local EM from internal This last option is needed only if you use custom agents buttons to dial out extensions and should be repeated for each dial enabled button In the code below a valid example for the button 4 is reported 221 Configuring Asterisk for QueueMetrics realtime agent_button_4 enabled true realtime agent_button_4 caption Secretary realtime agent_button_4 url realtime agent_button_4 channel Local EM from internal realtime agent_button_4 ext 200 queuedial if you use a channel like Local 123 from internal as the hotsedking extension remember to tun off local channel rewriting O first or it will not work 24 16 4 Changes to extensions_queuemetrics conf Here should be defined the Asterisk extensions used by QueueMetrics to perform actions triggered from the agent live page Add to this file the code reported below extension 32 agent pause with hotdesking with pause code exten gt 32 1 Answer exten gt 32 2 No0p QM Pausing Agent S AGENTCODE at extension SIP S QM_AGENT_LOGEXT with pause reason S PAUSEREASON made by S QM_LOGIN Stren E as coo tenen ole os OME eri LOGE Dail exten gt 32 4 System echo S EPOCH UNIQUEID NONE Agent AGENTCODE PAUSEREASON P gt gt var log
407. the current Agent group 141 Payroll data in QueueMetrics Payroll extraction for agent 101 Period from 2010 09 05 12 17 40 Period to 2010 10 05 12 17 40 John Doe 101 Agent name Pause Code Duration Starts Ends John Doe 101 331 30 11 09 07 15 53 40 0821 11 46 50 P John Doe 101 09 07 15 53 40 0907 15 53 56 P John Doe 101 BP Backoffice 1448 09 0 15 55 00 09 07 16 04 F John Doe 101 BNP Lunch 09 07 16 10 00 09 07 16 P John Doe 101 NENP Lune 09 07 09 07 16 32 45 P John Doe 101 WEP Hourly break 1 20 49 0921 10 08 26 0921 11 29 15 P John Doe 101 6 11 0921 11 47 00 09 21 11 59 59 P John Doe 101 09 21 11 47 10 09 21 11 53 59 P John Doe 101 AP Backoffice 1 585 09 21 11 56 06 09 21 11 58 06 P John Doe 101 TOS 1004 113200 10 04 11 40 25 P John Doe 101 BNP Ema 1004 11 36 16 10 04 11 37 34 e b Export as BE Payroll Notes Add Date User Notes 2010 10 04 12 45 16 demoadmin Test aggiunta nota a agent 01 2010 09 20 11 53 10 demoadmin Lorem ipsum dolor sit amet consectetur adipisicing elit sed do eiusmod tempor incididunt ut labore et dolore magna aliqua Ut enim ad minim veniam quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat Duis aute irure dolor in reprehenderit in voluptate welit esse cillum dolore eu fugiat nulla pariatur Excepteur sint occaecat cupidatat non proident sunt in culpa qui officia dese
408. the current call environment has triggered a number of yellow and red alarms as specified in the queue definition You can configure red an yellow alarms for most numeric values that appear on screen see the chapter Section 21 3 1 Setting attention levels Red and yellow alarms You can also set sounds linked to yellow or red alarms that will be played if a red or yellow alarm is present Since the release of QueueMetrics 12 04 this panel has an added feature which is the Add Member button that allows an administrator or supervisor to add an agent to a queue as required Users holding the RT_ ADDMEMEBER key will be able to add agents directly from the Realtime page 80 The real time status panel Home Realtime Broadcast Update Reload Recap Calls Agents Queues Agents Location Group Superv melas 16 59 15 ala aos Show Show Show Active all Main Ho In order to change the default audio files see Appendix D System Preferences If you want to turn them off completely O just set them to blank 7 1 Top status panel The top status panel shows a quick status report for the current situation The first line shows information for all selected queues as a sum while if there is relevant information for a specified queue it is displayed in a separate line If an alarm is triggered for one of the numeric values displayed the relevant cell turns either yellow or red
409. the taken call data for one single agent and the lost calls for all of the queue You can override this behaviour through a configuration switch if you feel this is not correct for you 6 3 1 UNO1 All calls All calls All calls N_of unanswered calls Average wail time before disconnection Min wait time before disconnection Max wait time before disconnection Total wait time before disconnection Average initial position Min initial position Coverage Average queue position at disconnection Min queue position at disconnection Max queue position at disconnection b Export as The report shows e How many calls were lost e The average waiting time before disconnection 296 10 0 5 0 10 0 10 08H 1 0 100 0 1 0 e The average queue position at disconnection i e how many calls the queue had to dispatch before connecting the caller to an operator e The minimum and maximum wait times e The minimum and maximum queue position at disconnect e The average minimum and maximum initial queue position and the coverage given for this computation Shortcut code UNO1 XML RPC code KoDO ReportKoAll Parameters See also 6 3 2 UNO2 Calls fully within the given time interval Calls fully within the given time interval Calls fully within the given time interval N_of unanswered calls Average wail time before disconnection Min wait time before disconnection Max wait time before disconnection
410. there may have been while actually in conversation You can close the popup by clicking on the Close button 6 12 Historical reports Call outcomes If your agents are entering Pause codes or Call outcomes the Outcomes tab will let you report on the information they just entered 6 12 1 OU01 Outcomes Outcomes General outcomes Total billable time 36 22 01 Total agent available time 38 22 01 Total agent billable activities 0 00 Total nonbillable time 4 01 00 Number of Sales 0 Number of Qualified Contacts 0 Number of Contacts 0 Sales per Hour SPH 0 0 Qualified Contacts per Hour QCPH 0 0 Contacts per Hour CPH 0 0 Conversion index 0 0 Qualified conversion index 0 0 b Export as This report shows e How much billable time there has been on this system broken down by ACD call time agent available time and billable activities agent on pause e The total non billable time e g lunch breaks e The total number of Contacts Qualified Contacts and Sales as defined by call outcome codes e The Sales per Hour SPH Qualified Contacts per hour QCPH and Contacts per Hour CPH ratios e The Conversion index that is the percentage of sales over the total number of sales and contacts Default page Call outcomes Shortcut code OU01 XML RPC code OutcomesDO GeneralRep Parameters See also O o o 6 12 2 OU02 Call results by outcomes Call results by outcomes Call outcom
411. thin the QA form the Calculate or Show Summary will return averages that are higher than 100 It is also possible to run a report that compares graders to each other see Section 13 2 Grader calibration reports 12 6 The main QA report The button Calculate shows a report like 130 Quality Assessment in QueueMetrics Quality Assessment Report data Tracked calls per agent Agent N Calls Avg Exc Meet Impr Issue John Doe 101 6 62 e 29 28 12 14 P Export as HE lt gt Tracked calls per queue Queue N Calls Avg Exc Meet Impr Issue Quere 300 5 58 naa 16 28 12 12 Outbound 301 1 BS i 13 0 a 2 Export as lt gt Tracked calls per agent group Agent groups MN Calls Avg Exc Meet Impr Issue z 6 62 SPIRIT 29 SE 12 44 b Export as Analysts tracking calls Analyst N Calls Avg demoadmn amp Ba NARA AAA RATA ET Export as E lt gt Section Engagement Agent N Calls SCG COU ENE TON CLE HOL DEE LS CLO Avg John Doe 101 6 44 42 83 73 57 67 65 67 51 60 TA Pb Export as 0 Queue N Calls SCG COU ENE TON CLE HOL DEE LS CLO Avg Outbound 204 1 10 10 90 100 100 50 80 100 0 76 nn Queve 300 5 54 48 81 63 43 62 62 59 at 57 Ss F Export as W e Section Resolution Agent N Calls ASS REL HEL PRO TIM Avg John Doe 101 6 BB 67 80 62 70 B5 A P Export as E lt gt Queue N Calls ASS REL HEL PRO TIM Avg Outbound 301 1 100 100 100 100 100 100 A Queue 300 5 50 56 50 53 63 57
412. third party player e g Oreka which will usually implement its own encryption scheme 24 20 1 What is a filter In order to decrypt a call QueueMetrics uses a filter i e a program usually a script that given the filename that it needs to decrypt will output the decrypted file to STDOUT This way the decrypted file is never saved on disk Encrypting and decrypting recordings on the fly can impose a severe load on your QueueMetrics server as encryption is usually CPU intensive A sample filter may look like the following script PASSW myPassword Soho o PASS deg passeommease had 0 Sac decrees As the filter is not dependent on any specific encryption technology public key symmetric keys etc QueueMetrics is able to adapt to whatever technology suits you best Please note that the called script does not receive a password it must be able to run the decryption internally Most encryption technologies have the concept of secure password stores so that you can avoid storing the password in a plain text format 24 20 2 Setting up a filter In order for QM to decrypt a file it must match two conditions e It must end in crypt as appended to the natural extension of the file e g the encrypted version of a file named audio mp3 must be called audio mp3 crypt e The configuration property audio decrypt must point to the decryption filter as in the example below The script to be run must be readable and
413. tic tools agents Payroll Run payroll reports EEEE ee A EEA Loway A A L ioia Loway Switzerland The user is presented with the Home Page that is the starting point of QM The name of the user and the current class for the user are shown on the top right corner of the window To end the current session you have to press the Log off icon or close the browser window To print the current page in a printer friendly format you just press the Print icon To see more details on the current user and change its access password click on the Info icon To reset queue search parameter time period offset multi stint mode to the defaults without logging off and on again press the Reload icon As of QueueMetrics 12 10 it is possible to view the configuration properties file 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 3 1 License information Pressing the Licence information label a page like the one below is shown 11 Logging on to QueueMetrics Demo Admin Administrator O amp Your Logo QueueMetrics call center monitor Home Li inf ti Software release Loway QueueMetrics 1 4 0 betaz Licenced to SvilInternoQMa3 Maximum licenced agents 9999 Licence expires on 2007 08 25 Operating System 0S Windows XP Ver 5 1 x84 Java Runtime Version 1 4 2 Vendo
414. timpl java 183 at java net SocksSocketimpL connect SocksSocketimpl ara 358 al pva net Socket connect Socket java 225 af iw ay app quevemetrics aalersk manager Databources 4stMarnagerThrovgh5ockel openSockel 4aiWanager Tarough Socket pava 118 al Lower app queveretics asierak manager DateSources AsiManagerThrowphSockel openDalaScurce AaiManagerThroughSockal java 53 at t oway app quevemeitics asterisk manager Asitdanager conneciFromUriAaiManager jara 73 Ald Dialog took ms t Configured Dialplan t Configured Queues t Configured Agents Back to home In case the connection like in the example above displays an error the complete stack trace is easily available for inspection In case everything goes OK QM will try to originate a call in order to check that the privileges are correct 196 Editing QueueMetrics settings If the connection is possible QueueMetrics will try to e Download and display the queuemetrics diaplan as displayed under Configured Dialplan e Download and display the current queue configuration as displayed under Configured Queues This shows the configuration as defined in queues conf plus the current agent membership static and dynamic e Download and display the current agent configuration this only applis to agents as defined in agents conf For further information on the AMI connection see Configuring the AMI connection Section 24 19 Configuring the AMI connection 21 21 3 Live
415. tion you get a number of statistics grouped by area codes This report gives an immediate check of the geographical origin of calls handled by your call center Available since Parameters A l 6 5 2 ACO2 Detail for answered calls Detail for answered calls Area code Caller id Taken calls Total calling time Average time per call Average wait time per call 55 665 11 06 14 0 59 0 13 de 1 2 30 230 0 10 b Export as BE This report shows the answered calls grouped following the rules defined in ACO1 Area code report Default page Area code analysis Shortcut code ACO2 XML RPC code AreaAnDO CallsOK See also ACO1 Area code report 6 5 3 ACO3 Detail for unanswered calls Detail for unanswered calls Area code Caller id Lost calls Average wait time per call 55 223 0 09 1 0 b Export as E Average position This report shows the unanswered calls grouped following the rules defined in AC01 Area code report 53 Report Details Available since 1 6 0 Default page Area code analysis Shortcut code ACO3 XML RPC code AreaAnDO CallsKO Parameters See also ACO1 Area code report 6 6 Historical reports Distributions When running an inbound call center it is very important to determine the reason why a call is delayed are your clients refusing to answer Did they forget to log off before leaving their workplace The inbound ACD call attempts metrics try to answer to these questio
416. tion Section 24 11 Enabling XML RPC call listening and streaming 22 2 3 Live calls through Oreka OrekaWebRT Full Java Path it loway app queuemetrics callListen RTlisteners Oreka Properties used oreka rtserver is the master property that tells QM if Oreka is clustered or not oreka web is the URL of an OrekaWeb application QM uses Oreka s applets for playback oreka rtserver xxx is used for clustered configurations This PM lets your supervisors monitor agents using a web based interface provided by Oreka The supervisors will simply click on a live call and it will be streamed to them through their browser note a window will open and will close immediately before the popup opens This is expected behaviour In order for this PM to work your system configuration must matche these criteria e You should be using Callback agents where the agent extension is correctly filled in at logon time e Pop up windows should be openable by QM this feature is disabled by default in most modern browsers e You should also select a way for this PM to choose on which Oreka server the call must be listened on Do not forget to set the oreka web property in any case in order to download the playback applet 204 Listening to calls using Pluggable Modules PM Using only one Oreka server If you are deploying only one Oreka server you should set the address of the live listening port by setting oreka rtserver to fixed and then
417. tion is Outgoing See also Appendix C The queuemetrics context for an example of implementing Asterisk code for inbound and outbound call monitoring It is possible to use different PMs to handle different live audio see Chapter 22 Listening to calls using Pluggable Modules PM D if you pass an empty variable to the ChanSpy command it will let the user listen to any channels on the system This may be a major security issue So if you edit the supplied dialplan to match your configuration make sure that you add a check in case a computed channel to listen on might be empty 24 9 Enabling VNC Monitoring To enable VNC monitoring you will first need a VNC server that is running on each client s machine and that will serve the current layout You will also have to create a web page with a VNC client that may accept a VNC URL and show a VNC client there are a number of Java based VNC clients that can be displayed as an applet Configure the VNC URL as something like http myserver vncpage php ip 192 168 3 17 Where the PHP page will connect the VNC applet to the server located on address 192 168 3 17 Make sure that your users hold the MON_VNC key in order to be able to access this feature As an alternative we have some clients that use a simpler setup with each machine having their own copy of UltraVNC http ultravnc sourceforge net and each machine running a web server with the locally configured Java viewer The VNC
418. to the Oreka database the database must contain the following tables orktag orksegment orktape orkservice orktagtype In order to have QueueMetrics associate the Asterisk call ids correctly you must configure Asterisk and Oreka to store the call id of the main leg of the call the one upon which the Queue command is called Propagating the SIP header As Oreka is a passive recording solution based on SIP and the call s Uniqueld is used to match a call in QueueMetrics it is necessary for you to add the Uniqueld information to the SIP headers If now this can be done depends on the kind of channels you have as members of the queue If you have static or dynamic SIP phones as members of the queue e g myQueue Member SIP i234 member gt 12 5 you can simply use the following piece of dialplan exten gt s m Tee a rO U ae e UNTO UET exten gt s n Queue myQueue t 30 If instead you have other types of channels as members of the queue e g myQueue member gt Agent 101 member gt Local 102 agents then you need to store the UniquelD in an inherited variable e g exten gt 411 2 Set __MASTERID S UNIQUEID exten gt 411 3 Queue myQueue t 30 agents Sete gt OO IL SijoNclolsieavcleice AS Lee ID 2S 0S ISIE ID Sean IO 2 Die Sire Sn So This makes it possible to use Oreka in all common usage scenarios Configuring event capture in Oreka You need to modify OrkAudio
419. tokens will be expanded by the QM engine Valid tokens are A expanded with agent code See also default crmapp and default crmlabel realtime agent_web2_label If present used by the Realtime Agent page to identify this specific background on the dropdown menu Asterisk Interaction Property name callfile dir The call file directory Asterisk uses to generate calls based on call files Must be writable by the Java process Default _ var spool asterisk outgoing As an alternative you may enter a Manager interface URI here in the format _tcp user password server If you do QM will not generate call files but will use the manger interface to generate calls The same field is used by the asterisk configuration wizard when Single Machine AMI was selected as source callfile monitoring enabled If unattended audio monitoring is enabled on this system Default true callfile monitoring channel The channel and extension context mailto extensionO context that will be called to implement the unattended audio monitoring functionality Do not forget the trailing n in the channel A number of variables act as placeholders to be substituted by the actual data Asterisk is using AG the current agent AE the agent s extension EM the monitoring extension See Section 24 8 Listening to live calls Unattended Call Monitoring for further information callfile monitoring extension callfile monitoring context callfile agentp
420. toring List Calls l Queue is the queue or composite queue you want to analyze Call filtering criteria can be specified by clicking on the title to open it see below Start and end date let you select the period you want to analyze with five minute resolution File is the queue_log file you want to analyze You may want to change it to run reports on a different Asterisk server or on an older archived version of your queue_log If you run QM on the same machine as Asterisk the file name should be already correct Make sure the file is readable to your servlet container If you use MySQL storage or clusters the file will look something like sql P001 or Time zone offset is to be set if the Asterisk server that created the queue_log file was in a different time zone from the one you are using Join multi stint calls lets you join together the pieces of the same call if it has been processed by more than one Asterisk queue see Chapter 15 Multi stint calls 4 3 1 Call search criteria A number of criteria can be specified to better zoom in on a given set of calls 14 Running a report Agent is a specific agent code e Location is a given location e Supervision lets you search only for agents that have the current user as their supervisor e Outcome lets you select a call outcome Asterisk call id search by substring on the Asterisk s UniquelD of the call Caller search by substring on the Caller ID Wait duration lets you s
421. ts to 0 all calls counted System administration The following parameters affect how QueueMetrics interacts with the host system it is running on Property name script reboot The command to restart Tomcat Must be set if this is wanted Layout Property name layout logo Your company logo full or relative path shall be resized to be an image 200 x 72 The variable WEBAPP refers to the local webapp as an alternative use the full http URL layout splash HTML string displayed on the login page default noLicenseWarning Set to true to disable license expiration notifications on the Home Page default language The default language Must be one of the installed language packs Default en default country The default country for the Locale Must be one of the installed language packs Default US default viewTechinfo Is it possible to see Tech Info on the licence page and run DBTest url qm The URL of the webapp QM is running under if not detected correctly url rss The URL of the webapp QM is running under used for RSS access Like http 1 2 3 4 8080 qm default display HomePageNews Whether the news block on the home page should appear or not Database Access The following properties define the fields used by the table in MySQL storage See Chapter 20 Monitoring clusters with QueueMetrics for complete information Property name sq Preset table Sets the table name for preset sqlPreset f
422. tton the wizard will skip the next step and will forward you directly to the queue selection step If at least one agent was selected instead when you click on Next button you ll be redirected to the window shown below f eee Demo Admin Administrator D F E Your Logo QueueMetrics Heme Source gt Agents gt Users gt Queues gt Summary Ready Below is a list of agants read from the configuration Please select the agents you want to import as new users in Queveletncs Agent code Password Full name Serer WI 5003 3333 Ernesto W soos 5655 Giuseppe MW so 666 Antonio wl 5032 2222 Andrea If the corresponding QM users for selected agents only are not present they are created automatically by this mask Please note that if the wizard is not able to read the password associated to a specific user because the password is not specified in the configuration files or because the wizard is reading information from AMI or realtime or the queue log file where password for agents are not shown it will use the following rules e For each new user added a default password will be forced to be equal to their agent code e For each user to be updated i e already present in the QueueMetrics database a default password will be shown in the mask but it will never used to overwrite the already present one Demo Admin Administrator D PE Logo QueueMetrics call center monitor Source gt Agents gt Users gt Queues gt
423. ue position that the calls had when they joined the queue For example a queue position of 1 means that a Call was first in line of 5 means that a call had four other calls in line before being answered As the logging of queue positions is a bit inconsistent some calls might be missing it Untracked 4 6 9 IVR selection This graph shows the distribution of IVR selections available in the calls processed This must be tracked manually in Asterisk See Configuring Asterisk for QueueMetrics below 4 6 10 DNIS used This graph shows the distribution of DNIS lines available in the calls processed This must be tracked manually in Asterisk See Configuring Asterisk for QueueMetrics below 4 6 11 Detail of answered calls This page shows the detail of answered calls See Chapter 5 Showing call details 4 7 Understanding results Unanswered calls Unanswered calls are calls that were lost i e the caller could not connect to an agent This usually means that either the caller hung up fed up with waiting or the queue system decided to discharge the caller maybe sending him to voicemail or another queue zero showing just outgoing calls if any This is because the agent is specified only for taken calls and not lost ones so not deleting them all would show e g the taken call data for one single agent and the lost calls for all of the queue You can i if you run a report with an agent filter or a supervisor filter or a lo
424. ueue details When accessing the data source though XML RPC or printing a report it is mandatory to use the ODO1 block as this block is interactive and will not render correctly 42 Report Details Available since AAA Parameters See also Section 6 2 1 ODO1 Queue details and Section 21 15 Configuring paged call lists 6 2 4 OD04 IVR details paged IVR call details hi a Hk hi Date Caller IVR IVR path DNIS Goal 11 22 17 16 50 0 20 12 a 11 22 17 33 20 ine 1 lt 1234 gt 0 30 13 555777 a 11122 17 50 00 ine 1 lt 1234 gt 0 30 14 665777 x a 11 21 16 50 31 0 00 1 a 11 21 16 50 45 0 00 1 Q SE Export as f Current page 1 1 PC This block shows the paged detail of IVR calls These are calls that did not hit a queue in the current report and thererfore are reported as neither answered nor unanswered The details of calls are paged so you can move back and forth and you can control which columns will appear on screen The paged mode uses way less memory and is quicker to use than the full list as in Section 6 2 5 ODO5 IVR details full list When accessing the data source though XML RPC or printing a report it is mandatory to use the ODO5 block as this block is interactive and will not render correctly Available since 13 03 Default page Details of answered calls Shortcut code OD04 Panes Section 6 2 5 ODO5 IVR details full list 6 2 5 ODO5 IVR details full l
425. ueueMetrics Demo Admin Adminisirafor ial S 00 QueueMetrics Home Page Queue Report Bg All Reports BR Superision No o Real time report Start realime monitoring Start wallboard Quick activity reports Today Yesterday The day before yesterday Last day Last 7 days Last 30 days Last 90 days Custom report Run custom repart Edit QueweMetrics settings Edit raports Edit report export jobs Edt users Edit queues Edit agents Edit agent groups Edil locations Edit call outcomes Edit pause codes Edit IWR selections Edit DID DNIS lines Edit QA forms Edit QA Performance Tracker Rules call center monitor QueueMetrics Quevelletrics news Per Incident Support Introducing a new support Optom tor Quevuebetics syslems Quevelletics Astricon 13 Informal meeting of QueueMeitdes and WombalDialer users al the Astricon Quevelletics 13 04 is cut New WR tracking mode improved agent page report export and more ueushletics 12 10 released now major release is available for download today See you at Astricoan 2 a a Came and visilus al Asticon 2012 Administrative tools View Audit Lag Setup wizard Load data from Asterisk Mysql storage information Agent Awareness manager Run G4 Reports Graders page Performance Tracker Agent Awareness manager Import Export calls Eara ae q Edit system parameters Filtered for location My supervised System diagnos
426. ugh the configuration screen QM will report on it and treat it as a No contact and No sale call 169 Editing QueueMetrics settings Home ig Users ig Queues fg Agents tg Locations i Cig Outcomes i Cig Pauses Cig GA Edit call outcomes Status coda Hne Desorption Do not call anymore Secunty kay Counts as Contact Yes Counts as Qualbed Contact Yes Counts as Sale Mo Created by dembadmin 20042007 10 46 Last updaled Save Back New Delete The editor page lets you set e A numeric code for that outcome The system will check that it will not be duplicated on the list The code should be numeric so it may optionally be keyed in using the rep s terminal A text label for the outcome e g Contact A flag telling the system whether that outcome counts as a Contact A flag telling the system whether that outcome counts as a Sale e An optional security key for that outcome This will be used only when displaying outcome choices for a given call in the Agent s page The reporting engine will report on all outcomes present in its analysis e A Queue visibility list you can list a set of atomic queues for which this code will be displayed Queues are separated by whitespaces The field accepts wildcards to match multiple queues and or subqueues If the field is left blank then the code is displayed for all queues 21 7 Configuring pause codes The agent s time is defined in QueueMetrics as made up of d
427. ular formatted URL string 12 3 1 Grading calls on the real time page If an agent has the required grants he will get the grading icon on the right of the Calls being processed table Home Realtime Live Realtime call center monitoring 17 37 36 Cueve sk oo All Reload now Hide calls Hide agente Show acinve queues Show members only Location Queue H agents Heady On pause Unk Ep M Calls waiting On phone On phone agents inbound outbound ai selecied 1 D o Oo i 0 ops 1 o a 0 i o 5 oO Test 1 0 i 0 a 0 H Export as te Calls being processed Queue Caller Entered Waiting Duration Agent Sw amp ops af 17 3707 0 06 O23 den Dee 7075 Export as 7 lt gt Agents currently logged in Agent Last logon Queue ds Extension On pause Sov Last On queue call 2 John Des 101 0519 17 3635 z GS bExnortas E 0 123 Quality Assessment in QueueMetrics The icon appears only when a call being processed is connected to an agent as the point is rating the agent By clicking on that icon a popup will appear that lets you enter QA data You should be listening to the call using the Unattended Monitoring icon in QueueMetrics or a different passive listening schedule as set up in your call center 12 3 2 Grading historical calls In order to do the grading of historical calls you proceed as is the case for audio recordings If QA grading is enabled the button Track QA will appear on the call detail popu
428. ull amp ycbc Compliant Truncation taleehuserquevemetnics amp password avacude You can tum of access to this page by l l ima default wew Techinfo fals iha Under this configuration you are ready to run the JOBC connection tester en cis ee ree a configuration ormopernies file This wizard will guide you between steps required to check and update if required the QueveMetrics database Please click on the button below to start the procedure Start database check 195 Editing QueueMetrics settings It is possible to completely turn off the DoTester page when not needed by toggling the default viewTechinfo system property As of QM release 12 10 it is possible to access this page directly from the QueueMetrics Home page by selecting the System diagnostic tools link which can be found within the available Administrative tools 21 21 1 Checking the current system configuration QueueMetrics call center monitor System configuration t QueueMetrics properties t JVM properties Current memory properties Mame Value Tot free AAN Sg i Tolal memory 123M Max possible RAM 1Z3 h Available CPUs 1 Back to home From this page you can see e The current settings for all system configuration properties as written in the configuration properties file e The current Java environment variables usually defined t at the JVM level e The current memory and CPU settings for QueueMetrics and the current memory usage Not
429. ult hourly_slot configuration property making it possible to run this reports based on 30 minute 20 minute or 15 minute intervals Panes Seeaso AE 6 8 2 DHO2 Answered call wait time per hour Answered call wait time per hour Hour Num Answered calls Avg Min Max 00 00 36 3 5 INN 0 13 0 10 0 20 00 30 36 q FF 0 13 0 10 020 01 00 35 45 MU 0 13 0 10 0 20 01 30 36 4 On 0 13 0 10 0 20 02 00 36 45 WN 0 13 0 10 0 20 02 30 36 4 5 0 13 0 10 0 20 03 00 36 45 INN 0 13 0 10 0 20 03 30 36 4 5 0 13 0 10 0 20 04 00 36 45 0 13 0 10 0 20 04 30 36 45 0 13 0 10 0 20 05 00 36 4 5 0 13 0 10 0 20 05 30 36 45 0 13 0 10 0 20 06 00 36 4 5 0 13 0 10 0 20 07 00 36 45 0 13 0 10 0 20 07 30 36 45 Pe 0013 0 10 0 20 08 00 36 35 aeaanasnaesasanananenenanananeerneneecnnnenees 0 13 0 10 0 20 08 30 36 45 0 13 0 10 0 20 09 00 36 4 5 0 13 0 10 0 20 09 30 36 45 0 13 0 10 0 20 10 00 36 45 0 13 0 10 0 20 10 30 35 4 4 0 13 0 10 0 20 The total numbers of call wait time for answered calls are plotted for each hourly interval The size of hourly intervals can be controlled by the default hourly_slot configuration property making it possible to run this reports based on 30 minute 20 minute or 15 minute intervals Default page Call distribution by hour Shortcut code DHO2 99 Report Details XML RPC code CallDistrDO AnsWaitPerHr Parameters See also 6 8 3 DHO3 Unanswered call wait time per hour Unanswered
430. up the phone when ringing QueueMetrics starts to analyze RINGNOANSWER verbs when the configuration key default ignoreRingNoAnswer is set to false 215 Configuring Asterisk for QueueMetrics Is possible to have the AGENTATTEMPT information in a not patched Asterisk 1 4 with some modifications in the dialplan This option is limited to people not using the hotdesking feature For more information on that please refer to the QueueMetrics advanced configuration manual 24 8 Listening to live calls Unattended Call Monitoring In order to implement this feature QueueMetrics follows the following steps e It will try to dial the channel defined in the property callfile monitoring channel by passing the local extension This should make your local phone ring e Once the call is picked up it will try to dial 77 queuemetrics if the call is inbound or 14 queueme trics if the call is outbound in order to start the ChanSpy monitoring and will pass along all required variables to match the requested call To enable unattended audio monitoring for inbound calls you ll have to edit the Asterisk dial plan in order to include the queuemetrics context e Make sure that the queuemetrics context exists and that the extensions 10 11 and 14 are defined for it See Appendix C The queuemetrics context e Make sure that the channel defined in the property callfile monitoring channel is set to Local EM from internal mailto EM from internal n i
431. ured dot where the following cases are possible e Green dot the agent is ready to take calls e Yellow dot the agent is currently on a call e Red dot the agent is currently on pause This panel can be turned on or off through the Agents dropdown on the top of the page The Queue s field shows the queues an agent is logged on to This is meaningful only for agents who log in on a queue by queue basis using the AddMember command in Asterisk If an agent logs on to all queues he s enabled to work on a small database U logo may be shown telling the viewer that the agent is linked to queues through the Asterisk s configuration As the queue_log file usually contains no information on what queue s an agent is a member of usually all agents are shown when they log on no matter to what queue they will work on This might be a problem for larger call centres so it is possible to see only calls and log ons of agents that are a member of the current queue Membership is set by clicking on the Agents button of the queue settings page Make sure your queue membership data is up to date before clicking this button If the All option was selected in the Agents dropdown all agents logged in on Asterisk will be shown no matter to which queue they belong When Members is selected instead only agents defined for the selected queue will be displayed By turning on the property real time show_incorrect_queue_sets the Queues field will di
432. usive SLA corresponds to the Service Level Agreement metrics shown on Section 4 6 2 Service level agreement grouped each hour Default page Call distribution by hour Shortcut code DHO7 XML RPC code CallDistrDO InclSlaPerHr Parameters See also OO O O O S 6 8 8 DHOS Traffic Analysis by period per hour Traffic Analysis by period per hour Day Avg ag Calls SveLvl Unans Unans Avg Cutin Avg Avg Max Max Max Max Off Ans Ars Min Max Ag short out ans talk walt walt dur dur cut out Ag Ag ang lost 60 00 10 0 0 0 0 6 0 0 0 0 00 0 00 0 00 0000 0 00 006 a 1 1 00 15 1 0 0 0 0 05 0 0 0 0 0 05 0 00 0 00 0 00 0 00 0 00 000 0 o 0 1 1 00 30 1 0 0 0 0 0 0 0 0 0 0 0 0 00 0 00 0 00 0 00 0 00 0 00 0 0 0 1 1 50 45 10 00 0 0 0 0 0 0 0 00 0 00 0 00 tho 2 04 0600 0 a y 1 1 01 00 1 0 0 0 0 0 0 0 0 0 00 0 00 0 00 0 00 0 00 0 00 000 0 o 0 1 1 01 15 1 0 0 0 0 0 0 0 0 0 0 0 0 00 0 00 0 00 0 00 0 00 000 0 0 0 1 1 01 30 10 0 0 0 0 0 0 0 0 0 0 00 0 00 0 04 0 00 0 04 oo 1 1 Distribution of calls and agent availability per hour or interval you specified The whole 24h are mapped out for ease of comparison For a complete description of parameters see DDO8 Traffic Analysis by period per day Section 6 7 8 DD08 Traffic Analysis by period per day Available since 1 6 0 4 Default page Call distribution by hour Shortcut code DHO8 XML RPC code CallDistrDO TrafficAnPerHr Parameters 62
433. ven if a queue reset is detected PAUSEREASON for existing pause are applied e The agent may either be a fill Agent xxx string or the valid name of an Asterisk channel It is acceptable to use a generic channel name instead of the specific one i e SIP 123 and SIP 123 abcd are equivalent The sample queuemetrics context that comes with QueueMetrics can be used as a starting point to output such data Since Asterisk 1 6 it is possible to pass a pause reason code to the native Pause application QueueMetrics will handle this correctly and allows mixing the two methods as you best see fit 24 14 Closing ongoing calls It sometimes happens that Asterisk will not log the call termination records for a call as QM is based on the logged events a call missing the call closure log will linger on forever in the realtime screen or at least the maximum time allowed by the and will appear as Ongoing or Not answered yet in the historical reports Since version 1 4 5 of QueueMetrics it is possible to manually close a call from either the historical reports or the real time screen In order for this to work e You must be running with MySQL storage or clustered storage e Your user must own key CLOSECALLS When this is done open calls on the reports will show a red scissor icon Queue details PExport as dE tr Date Caller Queue Disconnection Position Wait Pos Attempts Code Key Stints Srv OSA 37 DPS Abandon 1 mig 4 0 1 RA OSA
434. w browser page e Dial a predefined extension By changing some configuration settings each button can be 91 The real time agent page e Enabled Disabled globally e Have a custom label assigned e Have an URL specified If A or U are specified inside the URL QueueMetrics will expand it with the numeric Agent code or with the Unique Call ID of the last call processed if present otherwise Unspecified will be used e As an alternative to the URL have two Asterisk call legs specified that will be dialed when the button is pressed The placeholder A is exanded if present with the numeric Agent code The image below shows the buttons in action z roe Alice Individual agents O aif a O Your Logo QueueMetrics call center monitor Active calls for agent Alice Agent300 Agent is currently logged on Reload now Log on Lag off Add Member Remove Member Pause Unpause Entering at Waiting Talking Caller ID Queue URL Status Transferto Outcome 0243 12 40 34 0 13 0032 104 Prova 200 Termnated Call Details Signal Problem Unused i Secretary derio maniain session infoemadion ihis page will reload aubomalica reircare To have more details on the configuration settings involved please read the Appendix D System preferences In the following example the first two buttons will open an external web page the third one is disabled and the fourth could be used to start a call
435. waing Humber of agents paused Call wait duratron Call talking duration 163 Editing QueueMetrics settings AGAW settings Well AGAW be nun for this queue tems defined 2 AGAW enabled for this queve No AGAW lookback penad mins o Created by Last update Save Back New Delete Agents AGAW alarms Loway Linen Research For each queue you have to define e An Alias that is the name users will see in the queues combo box on the Home Page e A set of Queues that can be the name of an Asterisk queue as seen from the Queue command or a set of names separated by the pipe symbol as in queue1 queue2 queue3 This lets you aggregate queues freely You can also use the and wildcard symbols see below An optional Wrap up time i e how many seconds an agent stays idle after hanging up An optional Announcement duration that lets you deduce the duration of the queue announcement that is played to the agent from the actual metrics e An optional Visibility key that makes the queue visible only to users holding that key e The Call flow direction i e whether the queue is an inbound classical queue or an outbound queue made to track individuals agents calling out or the activity of a full fledged predictive dialler Select any call when you aggregate queues with different call flow settings If its Shown on front page that is in the main Queue selector combo box if not the queue is said to be invisibl
436. wing page ray cuece Version 1A A WA Mozilla Firefox pie Hodis Wwuslrza gombja Segnalbii Shumat I j ons Fa ss E lt a gt E D de cal btp 01127 0 0 1 8061 q00_irer6 opa frene broadcast pon gt Gl Demo Admin Administrator ae nh Your Logo QueueMetrics call center monitor Home Realtime Live Broadcast Broadcast messages Enter message For queue o Forlocation l Foreveryone F No Time Message Sent by Quewe up Location DIAS 177 FAS Demo Admin Tippa OAD 174553 re a i i 2 DPS OAD 17 20 54 HA3 171025 OAS 15045 OLAS 15 06 34 107 110537 1207 11 43 55 1207 11 31 46 E T a so 4 1207 11 76 34 ps E A Sea LR do a AR 13007 14 26 12 A ay 1207 11 2548 i 1207 11 25 36 A Completato 1506 600000600600 From this page you can enter broadcast messages that can reach one or more of the following e Everyone logged in using the Lightning icon e All agents working on a queue e All agents working at a specific location e A specific agent e If the user has the key SUPERVISOR all the agents he s currently supervising using the Group icon It is also possible to remove messages that have been sent using the Delete icon on the right Broadcast notifications can be received in multiple ways e By agents using the AGAW client or e By agents logged in with the Agent s page or e By agents via an RSS feed In order for your agents to access th
437. wn data e Recap Shows or hides the table containing the summary of calls by queue e Calls Shows or hides the Calls being processed table e Agents Shows or hides the Agents currently logged in table e Queues Shows all queues or only active queues e Agents Toggle between all agents or members only agents e Location If granted by user permissions defines which location is shown e Group Defines wich agent group is shown e Superv Filter out agents not supervised by current user The page is able to auto refresh in background at the period specified in the first dropdown but you can anyway force a faster reload by clicking the Reload button Next to the control table there is the data section Depending on the status of previously mentioned dropdown three sections could be shown The first is a table showing a summary of all calls flowing through queues Following that summary there is a table showing which calls are currently handled by the queue system then the agents logged in at the moment This page is invaluable because can tell you in a glimpse what s happening in the call center it is meant to stay open in a window on the CC manager s workstation to have the exact feeling of what is going on at the moment On the sample page above you can see three calls and four connected agents Just like in the main analysis you can choose which queues you want to monitor to avoid being overwhelmed by data You can also see that
438. wn on the Common header that is available on every page If multiple criteria are input at the same time they are AND ed together that is only calls that suit all given criteria will be shown e Running criteria with multi stint calls may or may not lead to the results you are expecting See Chapter 15 Multi stint calls for more information on this issue Search criteria are ignored for real time reports When a report is run with criteria set all statistics are computed as if those were the only calls available so e g agent sessions may yeld different results from what you would get with no criteria 4 3 2 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 15 Running a report elastix FREEGOM TO COMMURIEATE Home CR Custom report anal Report Details Call filtering criteria Hourly slot minutes 15 SLA initial interval Is SLA max period 120 SLA interval 10 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 4 3 3 Preferences The value set in default hourly_s ot acts as a de
439. wn statistics They run in a servlet container and are positioned under the QueueMetrics webapp The facades are not strictly speaking a part of QueueMetrics and are thought of to be deployed on a separate server to handle very high load Each component can work separately on a separate server the whole system is tied together by the usage of the same MySQL database As the part that might be handling the highest load is the AGAW facades that are constantly polled by hundreds or thousands of concurrent agents they can be deployed on a plurality of separate servers and can even connect to multiple replicas of the main DB in order to handle the highest loads 11 1 The AGAW architecture The AGAW architecture is composed of the basic QM architecture and a number of new modules as displayed 111 The Agent Awareness subsystem AGAW ea o Mee Mozilla reli dis ee m The new AGAW modules are drawn in red AGAW Runner AGAW database AGAW Facade while traditional QueueMetrics components are drawn in blue This is the way it works 1 QueueMetrics receives data from one or more Asterisk servers and processes it 2 The AGAW Runner a specialized command line script runs periodically e g every 5 minutes and gather statistics for all selected queues This is a time consuming task where hard real time is not necessary Queues are processed in a sequential order 3 Data processed by the Runner is stored in a specialize
440. you select a time interval or choose one of the pre selected time intervals It also lets you filter by one criteria of the following ones e Location e Agent group e Supervisor a button me is available if the user is a knows supervisor and will pre select the current supervisor 14 2 2 The Sessions page The payroll extraction page lets you preview the data that will be downloaded in the punch format If you click on an agenta s name then you will be lead to a page where all sessions for that agent will be shown for the specified time interval Home Search Sessions List Payroll extraction Export as ADR Period trom 2010 12 30 00 00 00 Period to 2011 04 29 23 58 00 Export now Available agents Agent name N sessions H Pauses Total duration Net Billable Het Payable amp John Doe 101 1 0 26 42 51 26 42 51 28 42 51 ia Mike Boo 102 1 0 26 43 34 26 42 34 28 42 34 gt Export as EJE 6 The table can be exported as Excel CSV XML as all other QM tables Next to the agent name if present is an icon that displays the current Agent group If there is a payroll note for the agent a yellow icon is displayed by the end of the row The button Export now lets you download the punch data file in the format specified on screen 14 2 3 The Agent detail page On the Agent detail page all sessions for that agent will be shown for the specified time interval Next to the agent name if present is an icon that displays
441. ype of export job parameters Job name MyJob Export folder on server var spool Implementor HTTP MP3 File Transfer the work flow followed by QueueMetrics for HTTP MP3 File Transfer enabled jobs will be like depicted below For each call in the job and for each file associated to a specific call 1 The file will be stored on server folder var spool MyJob folder 2 Anew temporary folder will be created on var spool MyJob folder 3 An external bash script will be called The script will receive as parameters e The full file name of the file to be converted e The full name of the temporary folder created e The name of the job as defined in the job definition page e The parameters string as defined in the job definition page 4 The script should convert the file in the preferred format and should place the result in the provided temporary folder QueueMetrics will wait for the conversion termination 5 QueueMetrics will move not copy the full conversion result it will find in the temporary folder to the original destination folder in this case var spool MyJob Please note that there should be more than one file resulting in the conversion like for example a preview quality and a hi res quality mp3 files and QueueMetrics will copy all of that 6 The temporary directory will be removed by QueueMetrics 7 QueueMetrics will publish in the manifest all the files found in the temporary folder These files will be associated to the specif
442. ystems started ADMIN is for the system administrator only and lets you do nearly everything including system configuration MANAGERS is for most QM users the ones that have to run the reports and monitor real time activity 162 Editing QueueMetrics settings e AGENTS is for individual agents logging on to their web page e VISITORS is for visitors accessing the simplified real time page e ROBOTS is for automated data download 21 3 Configuring queues A list of queues must be set before accessing QM Each queue can be made visible to only a specific set of users by adding a key this can be useful if for example each queue has a manager viewing data for it while only a CC manager sees data for all queues in the center l Demo Admin Administrator IE S o F amp 0 Your Logo QueueMetrics call center moniter Home CigUsers CigQueues CigAgents CtgAgentGroups CigLocations CfgOutcomes CigPauses CigQA CigPer TkRules CigReports CNR Cig ONIS Queues Configuration Filter JO Search Create New Page 1 aft EE EA Alias Queves s Wrap Amn Key FP Agents EF 00 Al outbound queue test q1 02 300 400 401 Os Os E 2 0 0 pr inbound 300 Os Os amp 2 0 0 Ri1 Feb E Mfon e2 2852 0003 Da Da dl e LE 12 puitbound 301 outbound s Os 2 0 0 A y E Bo Test queuc test 03 ta o 2 0 0 FE e Esmas bound 5 Fage i 011 TIT ae Create New Loway Loway Seltzetand You can search for a specific queue by en
443. zero or more This PM is sub optimal for very large call centres where the cost of scanning through all recordings maybe on remotely mounted disks could take a significant time If you are in such an environment see the LocalFilesByDay entry This PM is used by default if no other server is specified in the configuration properties file 22 1 2 Large storage with recordings LocalFilesByDay Full Java Path it loway app queuemetrics callListen listeners LocalFiles Properties used default monitored_calls in a single server environment or cluster SERVER monitored_calls in a cluster audio lookBack for how many hours before or after midnight is a call considered a borderline case default 4 This PM works exactly like the LocalFiles one but allows using placeholders in the file path this way you can set the default recordings directory to handle only a subset of all recordings For example if you set default monitored_calls to var myrecordings Y Y MM when trying to listen to a call that was made on Jan 9 2007 will expand to var myrecordings 2007 01 therefore making the directory scanning much more manageable Valid placeholders include e YY _ the 4 digit year when the call was made 199 Listening to calls using Pluggable Modules PM e MM _ the 2 digit month when the call was made e DD _ the 2 digit day of month when the call was made e SE _ in a clustered environment the server name all lower

QUEUEMETRICS USER MANUAL

Contents

Download Pdf Manuals

Related Search

Related Contents