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QUEUEMETRICS USER MANUAL

1. Available since 1 6 2 4 Default page Agents and Sessions Shortcut code AGO9 XML RPC code AgentsDO AgentOccupancy Parameters 74 Report Details See also 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 22 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 5 4520 l E Export as BE 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 Parameters A O O S 6 10 11 AG11 Agent Payable Time by Hour m Agent Payable Time by Hour Agent 16 17 18 19 20 21 22 Total q 3 John Doe 101 322 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 54522 i aH Export as EE E 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 elsew
2. Configuring call outcomes e Per agent or agent groups see Section 21 10 Configuring agent groups Targets can be disabled as well by leaving them empty All grading activity is done per form that is related to one specific form 154 Advanced tracking of agent and grader performance Home Grader Quality Assessment Grading page Form 1758 NotScoringQuestions Y Queue 00 All vg Agent mE Agent Group Y Location E Outcome y Time period Call start date 2015 02 25 18 v 50 Call end date 2015 03 04 18 4 00 vw Today Yesterday The day before yesterday Last day Last 7 days Last 30 days Last 90 days Call outcomes Min 96 Min Sales Qctont Contacts Agent groups Default NewHired Professional All Calls Individual agents Run custom report The QA personnel is supposed to input the right targets given the goal at hand eg daily or weekly per client or per queue etc When they do QueueMetrics will run a report that displays the absolute numbers involved and the number of targets that are currently being hit At the top of the page QueueMetrics will then display a random selection of calls to be graded weighted on the number of targets each call hits i e the mode targets a call hits the more likely it is to appear in the list 155 Advanced tracking of agent and grader performance QueueMetrics Home Grader Grader Report Quality Ass
3. 113 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 this 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 Impl
4. Allows access to the Grader s page and related statistics 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 MON_VNC MON_AUDIO User can add agents to a queue from the realtime User can remove agents from a queue from the realtime page User can pause agents from the realtime page User can unpause agents from the realtime page jo jad 9 User can send a SMS to the agent s phone from the realtime agent Asterisk 10 only 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 Enable Self Service reporting for an Agent Turns on the new experimental Agent page Users can save reports as homepage links User can save public reports User can call PBX level services UIJ oI Z2 ON Mm J D J D D D D lt A Cc 4 CO W ww w 4 C GIC u ololm Wo VU 4 4 FH A A Al 3 2 Yl lo gt gt gt ASe gt gt gt gt amp nO NIN X E Cl S lt 21 3 II I O ml t lt D IIO DE A g 4 4 i 0 Di DD 2 mim S J J I N CE U D P J cl OlclI Al ALA O U TU OIO OJO LA I UV yD Dl oO MO I gt Mmizi gt m oO Of m DI Dig gt m m I I I IIO Al DD lt lt lt S Bl om gt Z Z uU Cc Z U
5. Locations Editing QueueMetrics settings Demo Admin Administrator O vourLogo Outcomes Features Call Tags O USE tall SavE PULNI TEPU LS Realtime reports eEN COPE Pauses QA PriTrkRules Reports Expor i User can see real time stats User can access the Live stats E fan add agents to a queue from the realtime page i ran remove agents from a queue from the realtime page User can pause agents from the realtime page User can unpause agents from the realtime page EJ User can send a SMS to the agent s phone from the realtime agent User can hangup a live call from the realtime page User can transfer a call to a specific extension from the realtime page Quality Assessment User can enter Quality Assessment data User can run Quality Assessment reports User can delete Quality Assessment reports User can edit an already submitted Quality Assessment data Can run Agent Performance Tracking Access to Grader calibration reports LJ Allows access to the Grader s page and related statistics Save Back New Clone Delete Loway Ok Cancel Keys inherited from the class where the user is belonging to are greyed out Is moreover possible to uncheck an inherited security key thus generating the proper negative definition for the edited user Flying over a checkbox with the mouse a tooltip containing the associated security key value is shown Pressing Save closes the wizard and updates accordi
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 12 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 12 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 enough to handle the load of incoming calls 4 12 5 Session details By clicking on the Detail button a new page is shown detailing each agent session that was recorded 28 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 2
7. 170 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 queuemetrics 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
8. 4 8 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 8 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 8 14 Details of unanswered calls This page shows full details of unanswered calls Section 5 3 Detail of unanswered calls 4 9 Understanding results Area code report 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 22 Running a report Demo Admin Administrator Or ea Your Logo QueueMetrics call center monitor Home Answered Unans E Area Att Distrib Agents Outcomes ll Area code report Number of CLD digts to search 3 Ea Starting trom position 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 1500 0013 HIDDEN 1 tw O20 00 bExportas E 7 0 Detail for unanswered calls Area code Caller id Lost calls Average wait time per Average position call 555 430 PALi 10 PExport as HE 7 t 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 c
9. Home Realtime Live Broadcast Update Reload Recap Calls Agents Qucues Superv Reload 12 18 35 49 18s 7 Show f Show Show gt f aAm f No Queues O_All Queue N agents Ready agents On pause Unk Bsy N Calls waiting On phone inbound On phone outbound all selected o a i qlisales o a E Oo o o 0 o q2soppori o o 0 Oo vi o o gt Export as E F Calls being processed Qoue Caller Entered Waiting Duration Agent Srv b Export as E 7 0 Agents currently logged In Agent Last logon Qvueveis Extension Onpause Srv Lastcall On queue Export as Bf 9 0 95 The real time status panel 7 8 Unattended call and VNC monitoring It is possible for you to set up both Unattended Call Monitoring and VNC Monitoring 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 A SAA SS A A AS i Update Reload RA J Live call monitor EEE Location Group Superv Reload 11 59 20 40 18s gt Shi GE http Mocalhost 8084 proj_netbear E ls 7 No Queue s O_All i i Live call monitor Queue N agents Ready agi ing On phone inbound On phone cutbound g all selected 4 Please enter your local or remote extension to o o qlisalesz a start ongoing call
10. Parma Section 6 2 5 ODO5 IVR details full list 6 2 5 ODO5 IVR details full list Printable IVR call details Date Caller IVR path IVR DNIS Srv Asterisk UID Goal 11 22 17 16 50 12 0020 0 1353461627 b 11 22 17 33 20 ine 1 lt 1234 gt 13 0 30 6656777 1353461627 11 22 17 50 00 ine 1 lt 1234 gt 14 0 30 668777 U 1353461627 d x 11 21 16 50 31 1 0 00 0 13535120224 11 21 18 50 45 1 0 00 0 1353512022 b b Export as E gt 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 See also Section 6 2 4 OD04 IVR details paged 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 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 q
11. 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 o See also O 6 12 2 0U02 Call results by outcomes Call results by outcomes Call outcome Type Total Taken Lost o 20 Unknown 263 263 0 249 M gt Export as HE lt gt This report shows 82 Report Details e The number of total calls grouped by outcome 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 AS See also 6 12 3 OU03 Billable activities Billable activities Activity HN Times Tot Avg Min Max Ya Time Backoffice 130 2 09 41 0 59 0 41 1 00 100 05 m 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 Available since Default
12. 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 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 ESTOS EE 42 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
13. agentv104 vag H Ho 0401 00 00 27 0401 00 00 4F 0 20 agent103 a Ho 0401 00 02 57 0401 00 03 24 0 30 agent1104 rag H Ho 0401 00 05 27 04 01 00 05 47 0 20 John Doe 101 123 Ho 04 01 00 07 37 04 01 00 06 37 1 00 agenti103 456 31 No 04 01 00 07 57 04 01 00 08 27 0 30 agenti04 Tes No 04 01 00 10 27 04 01 00 10 47 0 20 John Doe 101 123 30 No 04 01 00 12 37 04 01 00 13 37 1 00 agent 03 456 341 Ho 04 01 00 12 57 04 01 00 13 27 0 30 agenti104 789 30 Ho 04 01 00 15 27 04 01 00 15 47 0 20 John Doe 101 123 a0 Ho 04 01 00 17 37 04 01 00 18 37 1 00 agent103 456 ai Ho 04 01 00 17 57 0401 00 18 27 0 30 agent104 Tas a0 Ho 04 01 00 20 27 0401 00 20 47 0 20 John Doe 101 123 a0 Ho 04101 00 22 37 0401 00 23 3F 1 00 agent103 456 31 Ho 0401 00 22 57 0401 00 23 27 0 30 agent 04 vag H No 0401 00 25 27 04 01 00 25 47 0 20 John Doe 101 123 H Ho 0401 00 27 37 0401 00 26 37 1 00 agento 338 H Ho 0401 00 27 37 0401 00 26 27 0 30 agentiga 789 0 Mo 0401 00 30 27 0401 00 30 47 0 20 John Doe 101 123 30 No 04 01 00 32 37 04 01 00 33 37 1 00 agenti03 455 H Ha 04 01 00 32 57 04 01 00 33 27 0 30 agentia reg 30 No 04 01 00 35 27 04 01 00 35 47 60 20 John Doe 101 123 30 No 04 01 00 37 37 04 01 00 38 37 1 00 agenti103 456 31 Ho 04 01 00 33 57 04 01 00 38 27 0 30 agenda 789 230 A No 04 01 00 40 27 04001 00 40 47 0 20 John Doe 101 123 30
14. 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 context callfile agentremovemember 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 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 callfile customdial context WombatDialer integration since QM 15 02 4 Property name wombat username Username needed to access to some WombatDialer services wombat password Password for accessing some WombatDialer services default wombat agent_recall_ enabled Enable Disable the access to the Recall Scheduler panel in the Icon agent page 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 s
15. e Status is whether the call is ongoing or terminated e Transfer is the extension the call was transferred to if any e 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 e QAForm This icon allows specific agents to access the QA form for the call but only if such agent holds the QA_ TRACK key 100 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 QA 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 W
16. 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 Orderthat 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 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 16 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 O Your Logo QueueMetrics call center moniter Hame Cig Users Cig Queues Gig Agents ig Agent Grou
17. expen SR O e e Mener Go OURUEN AE occ gt ACh Ne ODP Aron ea exten gt 27 4 Hangup e 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 uncommenting 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 exten SANO O a OMe Agen Cust Om sD iene ESO IA on oe Le gt OUROUR NE maces iy eo OMe OG IN exten gt 28 n Set ODIALER QUEUB S OUTOQUERUE 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 ODIALER_QUEUE exten gt 28 n MixMonitor O S ODIALER QUEUE S UNIQUEID WAV b OSA e Peak SO a I es See o SiO Uncomment and change this if you nee exten gt 28 n Goto qm queuedial s 1 exten gt 28 n Hangup e 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 Se O MN OO OM Seno
18. 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 speed 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 r
19. oe dp 4 2 NITO CIC oo E o p olo 3 o n A v5 Slo Zia oOo 8j 2 r ote o 313 2 w sla 10 IS DO O 5 log HE oflo 5 D O 256 Security keys A EY This user is allowed to remove a note in the payroll page This user is allowed to edit the queue_log records This user is allowed to edit session data by making it longer they must hold QLOG_EDIT as well Edit QueueMetrics reports Edit PDF and XML export jobs Cl OlOl 7 MO rir gt 2 88 3 D I O mi pml Fr Di Zio PF Op OS b Di wD m D Z uN O lt m Z O m o oO w D DN O O a y gt x lt op This user is allowed to export whole reports in PDF User can view and edit known numbers TASKS User can see edit tasks he sent and he received 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 Audio export This user can see batches Audio export This user can remove calls from a Can run Agent Performance Tracking a Can define rulesets for Agent Performance Tracking Access to Grader calibration reports TASKS User can see their tasks User can access the tab showing Task Statistics User can see other people s tasks User can access to the Training and Coaching page for sending CBTs and Coaching tasks User can view the system s audit log User can install a new QueueMetrics activation key
20. 01 Coun 300 35 pa paa r r no n IIS 1541 14 301 Quran 301 ora EH Jzn Dan C100 Jzn Doe 101 EA A 301 Cue 301 ors cE a Jzn Doe 105 1I E745 301 Cutbound 301 O03 EN Jzn Dae 105 TUE 15 4225 IDI Quran 301 orz E i Jzn Doe i103 EOMOH duration O IVR duration MVR path DODRIS 1202 DIES i Quran 300 opt EH dchn Doe 105 1102 1024133 20 Dutbound 301 OOS tar detn Doe 105 TiS 164222 201 Quran 309 Opt EA P 1 1 1 1 1 1 TUES 42 301 Dulbcund 201 oia i oD I D 1 1 D 1 Job Dee 105 1 e m m m m en n m a m h m U a A hi u J E Set eset a GE a n a es Ss a RE ERR RRR R RS 112 ID BS 201 Cueye 309 ara EAS 1 dchn Dor 105 112 105157 is Outbound 301 ac Em detn Doe 105 Slap br r n om Ee or m H T ts n ha E E Eil 21 21 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 86400 A value different than zero enables the hotdesking Defines a custom CRM page that will be open on each new taken call Asterisk
21. 03 00 4 12 48 73 0 100 0 100 0 100 0 100 0 100 0 100 0 100 0 100 05 100 05 100 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 0 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 75 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 1
22. 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 204 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 analysis 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 16 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 lt 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
23. 4300 a Select the agents then complete the feem on the righ tide Valid Frome 2015 05 26 a mlak Include queue components C Agent Code Name q Expires ore 3015 06 07 118 e 00 bw Agent John Dow 107 wo pa i agerat en Daeg O Mote for agent Location Meagre Agent Group Search CET i Sard CET Tale hisarapi Date 2015 05 26 S vy 50 Duration FE Sand Coaching oway Looking at the list of agents found in the center of the page a single agent can be selected by clicking on their related checkbox whether all agents in the list can be selected by clicking on the checkbox placed on the header of the list As soon as agents are selected the user can send a CBT or a Coaching task by properly filling the fields related to time and date validity and optionally a note that will be shown to the agents and a reason hidden to the agents Specific fields for CBTs and for Coaching tasks can be found on the most right bottom side of the page Tasks can be sent by pressing Send CBT or Send Coaching buttons At the end of process QueueMetrics shows the number of CBT Coaching tasks sent as reported by the following picture 148 Quality Assessment in QueueMetrics QueueMetrics Home TAC Push Search Agent by Queue 4300 kal ie Include queue components Agent John Doe 101 wi Location pl Agent Group a Search Num Of CBTs Sent 1 149 Chapter 13 Advanced tracking of agent and grader performance Adva
24. 44 Report Details 6 2 2 OD02 Add to export job Export calls Add calls to the following job ltestg 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 Panes Seas 6 2 3 ODO3 Queue details paged Details of answered calls is i H Date Caller Queue IVR Wait Duration Pas Disconnection Handled by Attempts Code Stings Siw Tag Feat Wars DANOI 10 31 41 204 ASOD 0 00 0 17 038 1 Ager jane Des 101 1 0 a gy 04 01 13419 204 4300 0 00 00 030 1 Ager aha Dese 1017 1 sale 2 a Y 04 07 gt 10 35 46 204 300 0 00 051 106 1 agers Bjorn Doe 101 3 3 a an 04 01 gt 14 35 04 208 Asoo 0 05 001 O17 1 Agent john Doe 1013 1 sale THAD copy 1 a al 04 01 gt 14 56 42 205 ASOD 0003 ae 031 i Agent Bijohn Doe 1019 1 dine THAD copy 3 1 DA O1 15 00 37 204 4200 ddd 12 oe 1 Agent Bijohn Doe 1013 1 a Cy O41 1510054 204 BADD 000 ano aa i Caller Dtos Smith 102 1 o a Oa 155244 204 A300 0 00 on 7 i Agent spia 1 0 a yl naani 15750 Ta ianh E E fob 1 Faller a A fiT d a a 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 scree
25. 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 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 A
26. In order for this to work you need e A modern browser supporting HTML5 audio playback e The system property audio htmlbplayer must be set to true e If audio files are hosted outside of QueueMetrics your HTTP server must support Http Range requests QueueMetrics supports Http Range file streaming natively Files must be stored in a format that is compatible with the browser Presenty this means that your audio files should either be saved as WAV or MP3 GSM and WAV49 files will likely not work e Streaming is not supported for encoded audio recordings Users having the capacity of adding and removing markers should hold the keys CALLMONITOR_ADDTAGS and CALLMONITOR_DELTAGS respectively 34 Showing call details Call detail Stints 1 Markers Call events 0 OA Insert a new marker x Recording file audio 754838 1 mp3 Time sec 04 26 Duration sec Time This is a sample marker Notes 5 wo 005 0cCee Set Marker Color joe 000000090 Ok Cancel The following pieces of information are tracked through the Markers page e System ID and Asterisk unique id marker author and time e Time offset and duration in seconds You can leave the duration field blank Values can be input as an integer number of seconds or as MM SS e A title max 200 characters Newline characters are allowed e A color for display this may be used to set say all sales in red all issues in blue etc 5 3 Detail of una
27. No 04 01 00 42 37 0401 00 43 37 1 00 agenti 03 456 ai No 04 01 00 42 57 0401 00 43 27 0 30 agent104 789 24 No 04 01 00 45 27 0401 00 45 47 0 20 John Doe 101 123 a No 04 01 00 47 37 0401 00 48 37 1 00 agent103 456 No 0401 00 47 57 0401 00 48 27 0 30 agent 04 vag H No 0401 00 50 27 0401 00 50 47 0 20 John Doe 101 123 H No 0401 00 52 37 0401 00 53 39 1 00 Agen 03 250 H Ho 0401 00 32 57 04041 00 53 27 0 30 agent1104 r89 3 Ho 0401 00 55 27 0401 00 53 47 0 20 John Doe 101 123 0 No 04 01 00 57 37 0401 00 58 37 1 00 asii n 34 Ela Ama ACT ET hapa A o Vr a 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 Default page Details of Agent sessions and pauses Shortcut code ADO2 XML RPC code DetailsDO AgentPauses Parameters See algo UD 6 11 3 Popup of agent activity Detail agent 1i01 334 23 16 2 08 42 332 32 38 18 04 333 52 09 1 37 33 Total session time Total pause time Total billable time Total pauses billable Total payable time Total pauses pa Ext Durati On pause Activity Start hour 104 09 07 15 53 40 4 48 Backoffice BP 09 07 15 55 00 Lunch 09 07 09 21 11 29 15 BP 09 21 11 56 08 09 21 11 58 06 z O 10 04 11 32 00 10 04 11 40 25 58 Backoffice BP Taa BNP 10 04 11 36 16 This is no
28. 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 132 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 following 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 Cueva up Location 0IAF 17 47 20 FAT Demo Admin
29. 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 Log IVR Selections Invia richiesta 119 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 subscrip
30. 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 fagawrunmer 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 10 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 check 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 127 The Agent Awareness subsystem AGAW Queue Detail A Queue s Separate with T AN Wrap
31. 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 should 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 mysql 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 acce
32. 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 reports 94 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 93Create New 94 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 193Report All Reports gt gt New Blocks gt gt Items 94 screen Select 193Create New 194 210 Editing QueueMetrics settings om Loway Queueldetrics versio gt te G 3 10 105 25 8080 queuemetrics qm_adm cfg2_reports_ ite_editjsp A A O Queuehbetrics best lt Dashboard Hudson Mi SugarERM gay 10 10 5 253 a dicounter gay Queuchletrics Forum O ssh access loway ch TA Loway webmail H Demo Admin Administrator S 0 F G tl elastix Q trics FRC EROS TO CHILHATE eue call conter monitor A Home CfgUsers CigQueues CfoAgenis CigAgentCroups Clg Locations Report All Reports New Blocks Item details Title cee b Subtitle Visibility key AAA Data Blocks UDo2 Detailofunansweredealls r Sort order 110 Visible in All reports Y
33. invisible by default O false 1 true realtime aggr_by_tag_invisible Is the aggregated by tag panel in the realtime page invisible by default O false 1 true realtime agent_and_outcome_ invisible Is the aggregated by agent and outcome 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 on the wait time of ongoing conversations realtime hideExportButtons If 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 r
34. 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 16 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 the 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 markers Note QueueMetrics till release 14 10 4 shows tags instead of markers A link to open the QA form s available for that call 5 2 Listening to answered calls If there are audio recordings they will be shown by the bottom of the call details page 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 You can optionally have other types of media linked to a specific call for example chat transcripts free text or documents They will be opened in the browser Please note that e The recorded
35. 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 224 Chapter 22 Listening to calls using Pluggable Modules PMI Since QueueMetrics 1 4 7 the retrieval 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 record
36. 1 Answer ext n ilo NOOO OMS eno e AS ro ANACO LEO AS CAD AE Or age exten lo 3 oy Seem poche YS EPOCH S Canim NONE agents ACEN ODE NEO mes FEATC exten gt 16 4 Hangup exto n ion I aser Call starus code exten gt 17 1 Answer E OO OMR Eno mung o Ae e E OOE o a a A for ag exten gt 17 3 System echo S EPOCH CALLID NONE Agent AGENTCODE INFO NOFTR S FEA exten gt 17 4 Hangup 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 exten gt exten gt exten gt 20 1 Answer 20a NOC OM beep ola ost o AGriNd COD i ase A extension S AGENT_EXT sip made by S QM_LOGIN 20 3 AgentCallBackLogin AGENTCODE AGENT_EXT sip 20 Ay langue 21 Agent logoff This extension logs off an agent The variable AGENTCODE is defined The following example explains how the feature works exten gt exten gt exten gt exten gt Zi Ll Answer 2 2 NOOO OMe hogging eft agente gt AGENTLGODE Maceo SOMO CIN 21 3 System asterisk rx agent logoff Agent S AGENTCODE 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 wor
37. 21 COMMOUNNO QUCUCS lt rn 20sun sar e tiakapie ianinindiven ge diiw dake E diawe ha creia dda thas in tada desidia di 183 21 4 COMMGUMMGAAGCING 22 necc sche baGaiccadaie E nied ias catala dica aims ieee lee dene tana teen taniesas coc deals 187 2159 COMMOGUNING IOCANONS tiara caridad edades aaa drid dois 188 215 GONfTgurna cal OUICOMES i 2 tcac cncd decae didas mata tae heeddind uc Sense dices NEA baad dons dr ancien NERE heed pond ad Seah ne 189 217 CONNGUIING Feature COGS i420 4 56 dicedaimaticen taht sis lete tauntaGsisaleiund ira ear 190 218 COMMGUING Tag GOCCS sitiada irradia See imma dica lia idad ecaanndt 191 219 COMMOGUNING Pause Codes tactica detail acid dadas cda 192 21 10 CONMGUING agent QlOUDS sardas irlanda ca did ci dal 193 2121 Les CONMOQUMING SKINS 2 2t0n2s0dstadannd aplacar andrade ins id de de ano 194 21 12 CONMGUNNG KNOWN MUMDEES sustatadsa nice ies N nine wees latir iberica nica io dde seen delia 195 2113s COMMOUNMOCORAOUMS PEE REO A A A ames sacesee T 196 21 14 DetiniNG agent performance fUlES is sirean drid ii olan able rd vais aida 202 QUEUEMETRICS USER MANUAL 21 15 Dataset based agent performance wizard ocooccccccccnnccccncnnccnnn nn 204 21 102s COMMOUNING HO DONG sac 25c22n2ce datado craneal dci tii diia 205 21517 EDOM EXDOMC OMNOUFATION page S 1 2i6 2icad aac tren pce liinda ween detected cir ae patios Kea diadenage Paes ks 208 212182 GOMIguAno IW Rand DID DNIS NAMeS serena izar i n theese seda
38. 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 12 7 Agent history popup If you click on an agent s name a new popup will appear with full history for that agent You can scroll in it as needed by using arrow keys or the wheel of your mouse Detail agent 1i01 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 La dara 003011 ttii Dt Duration 4 48 Backoffice BP Lunch 58 Backoffice o BP 8 Email 29 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 10 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
39. 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 164 Multi stint calls Unanswered calls by stints Number of stints N Calls e 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 165 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
40. Administrative toals 18 and visil us al Asiicon 201 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 TE Edt system parameters Filtered for location My superised System diagnostic tools agents Payroll Run payroll reports Loway reicatib 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 It is possible to edit it either in unstructured format as a text file or for the most common options a GUI interface is available as explai
41. 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 11 1 Call distribution per day Calls both taken and lost are shown per specific day Days with 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 25 Running a report Loa y QueueMetrics version 1 0 b1 Opera Ble Edt view Bookmarks Feeds Mal Chat Jools Help dh Hew paga la a a gt Y e ia om 8080 quevemetrics 1 2 0 b4 q
42. CG ie queleme trics COMEX 222 26 2222 25 2024 tC Asad che A A ones eG e A iS 258 PESE 11 243 Aicet anata A susie labnd vies Gee doce leh Gian tee rate ahedeawrhad dia Talis tae aaea cdot anne i 262 E Icons used by Queie MEWS 2220s ice sce Tacita edite Beau ited iaa laca Shad eat Raa ance been hs 273 Fz AUCIMIOGTCCOMAS ts ta0tc2dsntnsaG ren teeeigedante sacpanetecetatca pues dames Sninetmamane Agiw enna gees sae dide ined a ea 274 E e oe LESA AA AAA abud tes saGdidecaie diame aedseed ance pees 2 274 P22 Acton Class Key Managements AAA ining tre scedidetnhed trun bad didn Soaked sawn acedidad nine sap a dida aaah G De 274 F 3 Action Class QueueLog editing 20XX csi 02 ier s2c anette bcc edces aes 2hke 2G cecebace ecco rrr errr AEAEE AEAEE AEAEE EErEE EEEE rrr erre 275 F4 Accion Class QA editng 21 0 reisseri dsrin a a aida a mentee dade tans a a a ideas ER 275 F 5 Action class Realtime agent management 23XX ccc cece eee eee rn cnc rr rr 276 F 6 Action class Realtime call management 24XX 0ooccoocccccococococococococn rr 276 ENE A A A O A E 278 List of Tables 24 4 POSSIDIS AP himod Sni nepa Sachs eae Norn ache a os a od ns ta dis vi 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 happen
43. 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 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 fil
44. 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 dembadmin 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 23POGBABDO7B191580426953005E5807FF Logon demoadmin 127 0 0 1 2011 02 04 10 0242 0 TIB6BSEAFAJSE 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 48 05 demoadmin T7660554F 4395 1606C060060320C90648 Logon demoadmin 127 0 0 1 2011 02 04 03 42 02 dembadmin 0e7TDSG2CABGAS2DOF4000D08566cC2163 Logoff demoadrnin 127 0 0
45. 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 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 iO quevlemerrres Gs IDENTIEIED BY jjavadude 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 175 Storing queue data on MySQL sqlbreser ale ica lia calla sqlPreset al6 f_queue que
46. Max queue position al disconnection Disconnection causes Cause H Calls Wiser abandon 55 Unanswered calls by queue Queue HN Calls gl 35 500 MU Unanswered calls distribution by length Hangup N Calls Delta Within 10 seconds Within 20 seconds Within 30 seconds Within 40 seconds Within 50 seconds Within E0 seconds Within 70 seconds Wethin Bl seconds Within 20 seconds Within 100 seconds Within 110 seconds Waitin 120 pecondz 100 0 100 0 100 0 100 0 100 0 10 0 100 0 100 100 0 100 0 mm 100 0 100 0 RERRRRER ES SR Inclusive SLA computed on both answered and unanswered calls Harp H Calls Delta Within 10 seconds 2088 Vitin 20 seconds arad 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 8 1 Disconnection causes This report shows the relative magnitude of disconnecti
47. Max wait the current maximum wait time for this queue 7 12 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 97 The real time status panel e Status the call status The Wait and Talk times cannot be distinguished at the moment 7 13 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 14 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 over
48. Mozilla Firefox ME _ localhost 8084 queuemetrics qa popup_qa_grade_ajxjsp i Level Range ltems Input form Close PELS 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 E j For a thorough description of how Forms and Items can be set up please see the chapter Configuring QA forms Section 21 13 Configuring QA forms 140 Quality Assessment in QueueMetrics When a form is saved it appears as per the following figure EE localhost 3024 qafpopup_qa_grade_apcjsp Level Items Input form Issue 2 r Form Quality Assurance Reg Impr Staus Meers exp Exceeds exp Call details Start time March 13 2015 1 420 Overall Performance Queue A300 Engagement 440 Agent John Dae 101 Resolution 200 Agent Group amp Newhired Business 30 ul Caller 204 needs AstClid 1426245621 330 Inputform Quality Assurance Total score QA Analyst Demo Admin Avg Date 2015 06 02 14 17 14 0 Audio recordings Code Description Status Engag
49. 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 116 Tracking IVR data ILCNOHONCNONO zl 5 0 ele desa NON JUNTO IIA JET LOBO ALAS Slit Lis S NONE JUNTO TR 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 easily 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 P
50. NO exten gt 273 7S5ysrem echo e EPOCH CALLED NONE Agente gt ACCENT CODENA 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 pS REMNCES mon torino Gir Culecolimg Calle gt like Sie cell lecmtinoe exten gt 14 1 Answer exten gt 14 2 No0p QM AGENT CODE QM_AGENT_CODE expen IS Noe OM TET MONTOR SOME SMON TOR exten gt 14 4 NoO0p QM_AGENT_EXT QM_AGENT_EXT 258 The queuemetrics context San gt 4s NoOo MOM ado SOM AD ts een gt 14 6 Chanmsioyv e Ow Camaro gt ep 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 security implications see Section 24 8 Listening to live calls Unattended Call Monitoring e 16 and 17 Add Remove call feature codes This extension pair adds or removes a call feature code The variables FEATCODE CALLID AGENTCODE QM_LOGIN and FEATTEXT are defined The following example explains how the feature works pens tome 1 ser csi susuus cos exten gt 16
51. O O de D O n 3 5 O D a O 3 0 o lt D a D w 3 S 3 w Z D a j D Z lt submitted Quality Assessment data o 4 35 S 0 Oc y 0 n 2 e O O 0 o 5 No o 2 NO Yo O 5 mM O O OF O o v n h O 3 Sb 5 D VU D v 3 D 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 CONFIG me D 2 2 2 Q O TITIO O clclc 2 Nini D ololo sf A ololo Dios D1515 aJo D ISD 2 alala ee S amp O gt s a0 oE S 3 5 3 O S 5 5 Digan RO Q olol 3 319 o N fa JEE a 5 dp A attended and unattended mode uilc gt gt Ol O OO OO O PERG Z O O O O D cua al c clalcl alcalclclclclc A gt in Ol 0 TI S gt 5 5 C I ol gt gt E mi n n n NINI NID DN nN Dn O lt I gt gt O C ICICI u gt CCIT m gt D D Dv Di d d Db DI DD DID JU lt Di s MO DD D m gt ALELETE a EN IE OS ss AI IA A MA IEA i gt O 2 m mimm a Din gt T olol o gt lolz ulolo rlo O al gt O vUlz lt TU gt lt 0 o oOo OoO Z A U0 Z Ol S lt ol E lt l ol c D mi o gt Flo oO O p z ol z z z gt mico D Mi v9 O C F7 0 m O u El 3 2 1 31S5 3 Z E 0 OOO oOo GI oO Fic Z lt HE O O UO Oldd d dp Y 3 om m m 4 y o olo Sa tam ea le ES e ms as 0 9 2 o gt m O 313 gt gt 0 O
52. OF Ho items Section 10 No items Call Grading Maximum value for Issue Issue j las 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 allows 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
53. Parameters See also 6 8 3 DHO3 Unanswered call wait time per hour Unanswered 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 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 w 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 pro
54. 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 2 5 Audit log records F 4 3 Action Deletion of all comments e Action id 2103 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 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 user s 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 addres
55. Queue A300 300 gt 4666 H 0 06 1 Caller ID 204 1666 10 0 08 1 Handled by 3 John Doe 101 19126 12 0 12 1 Duration 12 sec 1111 H 0 11 i Time in IVR before queueing 0 sec 1835 H 0 06 1 Waiting time 2 sec 3735 1 0 02 4 Original position 1 3740 Disconnection cause Agent disconnected H 0 05 1 559 Transferred to i0 0 17 1 BABE Attempts 1 2 0 07 1 474ac Last Failed Attempt j4 ON Fa T di wcll Bridged Channel 1415271119 21 pes 12 0 08 1 Stints 1 B52 O 0 08 i URL 9661 12 0 04 1 Status code de Disconnected J072 10 0 04 1 aig 9681 H 0014 1 ince gye IVR selection i0 Jet 1 461 mM O04 1 293 e 11 0 02 1 Agent john Doe 101 1 de 1415612944 3 0 02 1 Agent 6 lohn Doe 101 1 1415612951 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 32 Showing call d
56. Summary the actual results are shown If you have used Extra Scores see Chapter 20 9 Configuring QA forms within 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 3 Grader calibration reports 12 6 The main QA report The button Calculate shows a report like 144 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
57. 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 the 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 179 Chapter 21 Editing QueueMetrics settings System configuration must be done by the system administrator Most configuration may be done straight
58. The report details the occupancy rate for each and 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
59. 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 If 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 coloured 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
60. 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 Q0 amp tst T amp cid default crmlabel CRM Page 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 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 Add 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 Default keys for the sofphone definition 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 UUs eea welosoe eea l a a a 10 AO 3088 e cluste
61. WR Waiting Duration Agent MOH Sr ts Queues Al E j 4900 Fire TOs oo mm E 3 0000 Agarra Memberz w E 4350 201 iki 000 110 Bhljoen Doa Ear Leia lt a ia i Croup 5 Agents currently logged in Agent Lastlogon Queuels Extension Onpause Sev Freesince Onqueve Caller Lasteall WR Waiting Duration Superr Ha E a oh De gana 1d AIH 2 Ago 220 2708310 Gua ig a Reports a Tisch Smith 103 M0 Tis Aajo aa 200 00 Recap E b Esparta a 43 Calle E Aggregated by queue virer Agams ta Queue Tottime Offered Answered Avgwait Avgtalk Sales SPH QC PH Cont CPH Cony QConw SLA Goal Firs Feature By Queue View oan 005 1 11 O35 o ft 0 05 aa 005 Goi Tore aE By Tag Yim El aa 0 00 1 110024 025 0D am 0 om o awm H on ae o ol Agems acd Gutcnemes El Escort a ib Apereeated Ey fap vinar ka g 3 i 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 shown data 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 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 f
62. 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 it 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 you 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 11 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
63. 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 disimbution by hour oo 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 page 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 206 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 shor
64. 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 1 6 0 Call outcomes OU05 OutcomesDO AgentReportDetailed 6 12 6 OUN6 Outcomes per agent Outcomes per agent Agent name Call outcome Type Total John Doe 101 None g3 John Doe 101 a Answering Machine Known il John Doe 101 b Busy Known 1 John Doe 101 dn Do not call anymore Qualif 1 John Doe 101 ni Not Interested Quali zt John Doe 101 na Hol Qualified Qualif 4 W John Doe 101 sale Sale Sale 15 siprz01 None zt sip 203 None 3 8 P Export as E 6 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 O
65. a kill 9 command 21 25 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 219 Editing QueueMetrics settings e There is a button from the main AGAW screen and 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 configuration properties file Oldest Obsolete rin to keep when running an eoprlimizetion in minutes dbmaint agaw_oldestRun 30 Oldest obsolete log to keep when running an optimization in minutes dbmaint agaw_oldestLog 30 Oldest Obsolete peoadeast entries FO Keeo whem HUMMING tanto permito ate s dbmaint 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 gm_sys_optimize do 0_L user amp O_P pass 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 A Purge AWAG tables Might block for a few seconds A Optimize queue_log table by Will block run daily or weekly when reordering data system not in use OQL Optimize qu
66. agent records so that they appear as if the call was processed on a queue e Caller name CRM ID the caller id is rewritten so that a proper name can be associated with the call Those actions are to be implemented at the Asterisk dialplan level The webservice is meant to be easy to interoperate with a standard Asterisk CURL call exten gt s 1 Set res CURL http my gqm 8080 queuemetrics numberLookup do number S CALL The page returns a response as text plain that will be embedded in the dialplan variable res The response is based on the following table Table 24 1 Possible API modes action UNKNOWN The response UNKNOWN means that the number is not listed the response BLACKLIST blank means that it is listed but no action is required The number of hits and last hit VIP counters are updated 250 Configuring Asterisk for QueueMetrics A e o affinity Agent 106 The number has a known affinity for Agent 106 If no known affinity returns lt blank gt blank John Doe An URL encoded name for this number or blank if no name set unknown number lt blank gt The name will be stripped of non Ascii7 characters action vip In this mode a JSON object is returned with the information shown This way you can name John Doe query all the parameters at once or you can use a JSON library for querying The affinity Agent 101 response is returned as application json action vip amp name J
67. aggregated is shown Default page Agents and Sessions Shortcut code AG13 76 XML RPC code Report Details Parameters See also AgentsDO AgentSessionsView 6 10 14 AG14 Queue Session View Queue Sessions View 5001707 15 18 32 484 22 01 05 Ordo El O02 ig 00d 21 4300 400 30 214 15 15 16 482138139 3537 Dd El O02 14 004 21 4400 1 46 45 3 16 1143121 DaT Go o oo b 600 F Export as 2 B 4 Queue Presence Talk Idle Billable Not Millable Sales SPH QC OCPH Cont CPH Offered Answered Conv QConv GoalFtrs Firs Ave T L 0 04 73 62 42 55 50 00 5 12 1243 0 04 5g 59 4286h 50 00 5 10 1520 1 3 0 00 5 3 000 0 00 a 2 id This report shows a set of calls aggregated by queue It reports queue information and shows for each queue the main figures for aggregated calls related to that queue The first row reports the overall aggregated values Each row in the report shows e The queue name the first line contains all queues information Presence calculated as sum of all agent sessions in the queue Talk time Idle time calculated by subtracting pauses and talk time from the presence figure Billable time Not billable time Sales the number of taken calls flagged sales S PH Sales per hour the number of sales per hour ratio QC the number of taken calls flagged as qualified contacts QC PH Qualified contacts per hour Cont number of taken calls flagged as contacts CPH Contacts per hour Offer
68. as W e 5 Values counted with oument iiem weights Non scoring questions lem Question N Calls Avg Values 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 a
69. 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 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 h
70. 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 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 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 i a a i sal How well did the rep vary the tone and speed of speech 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 o
71. associated to a call 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 specify 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 e
72. availability for all the queues they are member of Agent availability 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 71 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 Sh
73. 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 Visible 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 pre
74. 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 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 3100 05 Ne b Export as BE 41 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 ETT AE 6 1 10 OK10 Queue position Queue position Position at enter N Calls oe 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
75. calls For each skill the average wait and talk duration of all calls having that specific skill is computed Plus the minimum average and maximum level at which this skill was requested for the specific set of calls is displayed Available since 15 10 Shortcut code UN20 XML RPC code KoDO SkillsOkKo Panes 6 4 Historical reports Details of unanswered calls 6 4 1 UDO1 Detail of unanswered calls Detail of unanswered calls Date Agent Caller Quaus Disconnection Position IWR Wait Pos Attempts Code Key Stints Sm Tag Poat Wars Asterisk UID 0501 10 16 04 304 B300 Abandon i 000 is 1 o o o tarada A E DAD Weed 20 ADO Abandon 0 00 2m 1 o o o wma Y gami 10 33 55 mH 2300 Shandon i 000 om i i a iaaa G eH GADI Tee IT za GE Ahiria 0 10 w5 1 o TVAD cepy 2 0 o LAZ7B92ES5T O Qe gani 14 55 06 20 aan Abendon i ima ie 1 TAD copy 3 G DEET EREET a a ey DANI 14 55 17 200 4300 Aaron i 0 03 one 1 o TWiDespy3 0 a LSRTBO2OT7 6 Qs funn ttre ona sana ihanan 5 Aih Aar n A paa 7 CA al 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 Section 6 4 2 UDO2 Lost calls paged 6 4 2 UDO2 Lost calls paged Details of unanswered calls Date Agent Caller Queue Disconnection Position WR Wark Pos Attempts Code Key tints 5w Tag Fe
76. 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 direction 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 1
77. 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 36 Chapter 6 Report Details Reports can be fully configured by deciding which of the following blocks shall be included in each see Configuring reports Section 21 16 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 0 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 b
78. 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 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 163 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 cal
79. day The call distribution report shows when calls were handled when calls were lost 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 99 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 c
80. 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 150 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 14 Defining agent performance rules 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 f
81. day e Date the date hour or day of week used for the report e Avg agents the average 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 th
82. 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 274 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 user s 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 of the user logging on e Text2 The IP address dotted quad of the user s 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
83. ea momen yes Page Senado ibe x uo inom made by exten gt 29 n Set MESSAGE body From QM_LOGIN S MESSAGEBODY 260 The queuemetrics context exten gt 29 n Messagesend sip EXTTODIAL exten gt 29 n Hangup e 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 a live call from the realtime page Seen NOOO OMA e not made e OMS oe iD wo tein Di mith age Senn ale oie o Mik Dye ue tene abe sr AS exten gt 30 n Hangup e 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 NOOO iones so OM ROGClN item AA AAN to ex exten gt 31 n Channel Redirect 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
84. 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 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 be filled with three optional values as reported below all The dropdown will sho
85. 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 type 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 m
86. 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 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 whe
87. 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 24 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 mysqlutils audio encryption folder in QM They are meant as a reference blueprint only and may not be suitable for the required Corporate security standards 24 25 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 SM rame cooley 2 like aitor 3 Ihe ranma Mo i ks Iker generatedon Tue Nov 05 16 44 30 CET 2013 Tyers ton rade AS Co Os 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 st
88. 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 e If it s Shown on front page that is in the main Queue selector combo box if not the queue is said to be invisible 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 assoc
89. monitoring o o Oo gf aupport o o l o Export as F lt gt Agent code spent Calls being processed Alan 1 A edan Queue Caller Agent Srv Your extension 240 i y Pp qEapport 616186 1 Alan b Export as o Monitor now Close Agents currently logged in Agent Last Srv Lasi On queue call li a i D Mortin Fim uy W20 glsales Dave F LH 05 436 sipfapeme 12 WEZE FO qlzales 8 Fletch P 11404 OH Spfapeee 105 ititi qExupponl Alan P 11404 iE plage mel lik z g2support P Export as E 7 0 L Lowav Me As soon as you confirm the entered data your 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 9 Real time performance considerations Running a la
90. o a 0 i 0 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 0 137 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 popup as in the picture below Report Details Penod end d 127 0 0 1 ER 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 siting 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 Jobhri Dos O 1 4 16 58 26 101 wanz Er John Doe O 1 4 17 16 24 0101 OA a John
91. 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_slot acts as a default 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 Saving queries Users holding SQUERY_ADD security keys are allowed to save queries for later usage If holding also SQUERY_FORALL saved queries will be visible for all users if required otherwise query visibility is restricted to that specific user Queries can be saved from the custom report page where a bottom line is shown as reported below SLA lds Peer its Btu Och s E Between Save this query For all users O Visibility Key Type Report y Save Reset Between lo q Real time i e6S_IESgeV_ vere Bae PP LD wa 1 e Saved queries are listed on the home page grouped between historical reports and realtime reports Last Gay Last days Last 30 days Last 90 da
92. 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 131 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 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 display
93. 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 in 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
94. 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 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 40 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 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
95. 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 16 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 requested 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 136 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 histor
96. 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 pause 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 162 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
97. 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 display 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 Srv field will contain the server identifier for QueueMetrics r
98. 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 assigned agent 171 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 cr
99. 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 install 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 Sin
100. 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 PlainSocketimpl 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 222 Editing QueueMetrics settings If the connection is possible QueueMetrics will try to e Download and display the
101. 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 String 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 27 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
102. 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 details and select Submit These are the only editable fields within the displayed form QueueMetrics NUKES AOTEA call conter 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 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 dal
103. successive versions of a form over the period it is possible to close a form 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 particular 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
104. this report different from most is that inbound and outbound activity for 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 73 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 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 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 15 015 1 05 0 1 Undefined agent 103 act 0 00 0 23 023 0 40 16 4 gt Export as 5 E gt
105. 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 new button lets you add new users while the Show classes button leads to the class editor 180 Editing QueueMetrics settings QueueMetrics ee Demo Admin Administrator YourLogo _ g acor b Home Users Queues Agents Locations Outcomes Features CallTags Pauses QA PriTrkRules Reports Export User Id Login Password Real name Enabled E mail Masterkey class User keys Number of logons Last logon Comment Token Creation Update User Detail 5 demoadmin demo Demo Admin Yes wr demo No wt ADMIN z USR SKILLS QA PERF ROLES USB IVR USH DNIS ela USE REPORTS USB REPORTS EXPORT EDIT EDIT CFG SUR ADD SRE I PUPAL RT ADDMEMEER RI REMOVEMEMBER RI PAUSEAGENT RI_UNPAUSEAGENT 2 DT PMNS TA rea OT RSHAMNecITaOraT T OT TOA SOA TT 19193 2015 09 15 09 38 40 0 29 10 2004 10 09 demoadmin 11 09 2015 9 46 Save Back New Clone Delete Loway When you add or edit a user you are presented with a list of fields to enter e Userid is a technical reference used internally Read only e Login is the login string e Password is the password shown in clear text e Real name is the name shown in the top part of t
106. 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 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
107. 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 current MySQL storage data with search ability For further details see the complete description Section 21 26 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 Que
108. what you need 24 18 Adding TAG information to calls Some call centers require to report call set at the list level below campaign This is frequently used for outbound campaings QueueMetrics searches TAG information on the queue log file To enable Asterisk to place a TAG signature in the queue log a dialplan modification is needed Below is an example on how this could be done assuming you have the TAG code in the MYTAG dialplan variable exten gt 1S ys Lo exten gt s n QueueLog q sample UNIQUEID NONE INFO TAG S MYTAG exten gt s n Queue g sample nt 60 extent gt Sy eae ej You can assign only one TAG for each call If more than one TAG are assigned to a single call QueueMetrics will discards all TAGs except the latest found in the queue log file 24 19 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 QueueMe
109. 0 4 9 Understanding results Area code TODO inda aa E a a fon a A R A aS 22 4 10 Understanding results Inbound ACD call attempts 0 0 cece cece eee renee eee ee rr rr rr 23 4 11 Understanding results Cal distib tion caricias is trad 25 412 Understanding results Agent acthVily erer sne aa R os 27 419 Understanding results Call OUIGOMES 3 0 5125 5 cine aveh aoe a wen awe and Seed aba A A A A ee es 30 do NOWINgyca lO StallS rd ESA A een ee aia tans anne aterm hea A a 32 9 12 Detal or ans wered Calls ina sl o a a a 32 5 2 LISteniIng to answered Calls dins io a 33 3 Detal ot unanswered calls cow ct A a ios altri 35 5d Detallob IVR Calls id a NO a de DO o O le Sesh eds 36 a AAA A Suh eae Obamas haat hon dale ti ea On aha lisonds fay tas a ayn Oats 37 6 1 Historical repons Answered Calla a A cast 37 6 2 historical reports Details of answered calls ita A ii 44 6 0 Historical repoms Unanswered calS asiro a a A E A aA RA os 46 6 4 Historical reports Details of unanswered calls iii a a 56 6 5 Histonicalrepons Area code analysis sisirin e E a a E a R SR 57 60s Historical repolrts DISTADUNCAS ads da is ad 58 6 7 HIstotical reponts Gall distribution Dy dara O bi 59 6 9 historical reports Gall distibution by Nour va a A an aeeees 62 6 9 Historical reports Call distribution by day of week ooocoooocccccccccccccnccnnnnncccnn nr rrtt rrtt rr 67 6 10 Historical reports Agents and SESSIONS iii a a iS E ar i
110. 0 201 14 28 0 00 d045 Fj LJ The details page is split in two parts The top part reports the score details for each call the agent answered The bottom one shows the detailed history associated to that particular agent 152 Advanced tracking of agent and grader performance Agent History Date Analyst Reason 0602 10 35 10 Sent CBT Training Greetings basics Demo Admin Mesa e lara ia te 03 11 12 53 04 Sent Coaching Meeting This is a coaching from the graders page Demo Admin Hirst po ely 0311 12 51 11 Sent CBT Training CBT with dynamic URL Demo Admin COT Fromm grade par 03 11 10 06 01 Joins group NewHired Demo Admin ros 4 a regana 03 11 10 04 09 Joins group Default Demo Admin 03 11 10 01 55 Joins group NewHired Demo Admin 03 11 09 56 37 Demo Admin 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 bel
111. 00 OO 0 11 E F Export as F E This block reports realtime figures related agent sessions and calls All values are aggregated agent except for the first row where lost calls are shown On each column a user could find e Agent status icon e Agent name e Agent status explained Logged on time pause status pause time pause code Offered call number e Answered call number Total talk time 94 The real time status panel Total idle time counted as session time purged from talk and pause time e Billable pause time Non billable pause time Average talk time e Sales number of calls markes as sale e SPH Sales per hour figure e Number of calls marked as qualified contact e QCPH Qualified contacts per hour figure e Cont number of calls marked as contact e CPH Contact per hour figure e Conv convertion ratio e QConv qualified conversion ratio e Goal Ftrs number of goal marked feature codes found in the call set e Feature number of feature codes found in the call set By clicking on the last icon a user can start an historical report with query parameters matching the realtime page parameters that generated the selected row 7 7 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 cent
112. 00 0 dobo 1000 100 0 100 0 1000 1000 dobos 100 0 The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 7 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 5 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 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 DDO8 Traffic Analysis by period per day Available since 1 6 0 4 Default page Call distribution by hour Shortc
113. 1 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 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
114. 100 seconds bihen 110 seconds Within 120 seconds Disconnection causes Cause Agen disconnected Caler deconnected 4 7 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 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 4 7 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 24 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 de
115. 102 04 01 00 14 27 D4 01 00 19 18 451 345 D 0 00 agentiga 0401 00 14 27 04 01 00 19 13 452 456 1 0 30 agentii 0404 00 20 07 04 04 00 23 57 350 7869 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 01 00 24 19 452 455 1 0 30 agente 0404 00 25 07 04 04 00 20 57 50 789 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 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 Default page Details of Agent sessions and pauses Shortcut code ADO1 XML RPC code DetailsDO AgentSessions 80 Report Details Parameters 6 11 2 ADO2 Detail of agent pauses Detail of agent pauses Agent Ext Code Activity Billable Start hour End hour Duration
116. 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 playback 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
117. 24 15 Tracking required skills Skills can be specified at any time before of after the call enters the queue but the suggested way is to have them immediately after the ENTERQUEUE verb as in 1167335958 1167335958 530054 cpc NONE ENTERQUEUE 01909723335 1167335958 1167335958 530054 cpc NONE INFO REQSKILL DE 90 1167335958 1167335958 530054 cpc NONE INFO REQSKILL NET 70 1167335958 1167335958 530054 cpc Agent 101 CONNECT 41 Agent 101 1167335958 1167335958 530054 cpc Agent 101 COMPLETECALLER 41 23 In the example above the call is queued on a queue called cpc with required skills DE gt 90 and NET gt 70 so it could be a request for someone servicing internet support in German Basically you just add an event for each required skill and the level at which it is required We do not need this information on connected failed calls as we assume that the routing is always correct The following rules apply Rules are read as a label the rule and a number If the number is invalid it is read as zero and no exception is raised e The label can be any valid ASCII7 string punctuation and spaces e For a skill to be added it must have a non empty label and a skill level gt O e Ifa skill is repeated multiple times the last value wins In the call details the full sequence of events is displayed e It is not possible to remove a skill from a call 24 16 Closing ongoing calls It sometimes happens that Asterisk will not log the call te
118. 25 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 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 234 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
119. 3 2007 0 00 June 23 2007 23 59 1 002 76 0 anzi 230 unang Ext Termination Pause o 123 5 455 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 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 12 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
120. 3 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 Queuefunner 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 0 Evenig goy book 266 ma G queus dps L 0 Everything okay book 469 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
121. 3 keyboard shortcuts When QueueMetrics is operating by an HTTPS secured server be sure to provide the panel contents too over HTTPS or 13 instruct the Agent browsers to allow mixing unsecured HTTP contents on secured pages 8 7 8 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 110 QueueMetrics call center solution The real time agent page Aprii 10 2014 09 39 301 John Doe 101 202 1397115543 55 Status QA Form Level Range Items Input form Form Overall Performance Engagement 0 0 0 Salus Resolution 0 0 0 Business needs 0 0 0 Call details Start time Total score 011500 Queue Avg 0 0 Agent Agent Group Caller AsiClid Audio recordings Code Description Engagement SEG How positive clear and eager was ihe use of the Corporate greeting cou How well did the rep display courtesy ENE Rate rep s enery level throughout the call TON How wel did the rep vary the tone and speed of speech CLE How clear and concise was the rep s vocalization and pronunciation HOL Did the rep use the comect hold procedure DEE Did the rep avoid deed air LIS Did the rep display active listening skills clo How positive and appropriate was the call closure phase Resolution ASS Was assurance given for c
122. 5 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 07 30 1 1 P 25 o 08 00 1 1 IA 25 08 30 4 1 E 25 05 00 4 1 a 25 o 09 30 4 4 AAA 25 o 10 00 1 1 A 25 0 10 30 1 1 PA 25 o 65 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 ae 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
123. 535 o 1607 15 M Calle N Calls N Calls HAgents HN Wait Max Pong ACL Pong SPH OCPH CPH OCONWw 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 134 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 unused 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 wil
124. 6 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 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 root gqmmachine ROOT 1s la testbatch A OS O O ist elena e slo ai El In this simple example the batch script copies the original file in the temporary folder with a not unique name in this example F bin bash 7 ool is he source ale Se Gitte Oder e pola 3 is
125. 6 6 2014 11 11 6 6 j 6 17 17 17 Tim 17 17 7 7 7 7 7 17 7 7 7 7 7 7 7 3 7851 2014 11 12 7 7 T 7 7 7 7 7 7 7 7 El T 7 7 T 7 7 7 t Export asa E e The report details the number of agents available on the selected queues each hour for each day in the report e The first column Day reports the date who the line is referred to The next 24 columns report the number of agents found for at least one second in the associated hour Numbers are reported black if the timeband has been covered completely by the agents are reported red if at least one agent is not present for the whole hour In this case by flying over the red number the user can have an idea on what s the coverage percentage for the timeband The coverage is counted as the sum of periods in seconds the agents cumulated in that timeband divided by 3600 seconds e The last column reports the agents seen for at least one second during the day 6 10 16 AG16 Tag Session View 4 LJ Tag Sessions View Tag Presence Talk Idle Billable NotBillable Sales SPH QC QCPH Cont CPH Offered Answered Conv QConv GoalFirs Firs Avge T L SITI 15 15 32 484 32 01 a545 00 9 oof IB ao 21 0 04 73 E ALBES SOOO S 12 14 48 ARAD ERES 35 30 a8 E of 17 ac 1 00m oH SS ADD TO 2 1 17 AJA TV AD copy 2 30 30 05 2931 oor ooo 1 1 57 1 167 i 1 57 3 2 biis 100 00 3 1 036 Aj Tw AD copy 3 41 56 iit S056 Lika rs ab 0 00 a 6 05 0 00 2 2 0 00 sie e o a H F Export as El a
126. 754 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 scan 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 26 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 700 223 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
127. 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 need 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 sqlPreset als calltidascallia 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 176 Storing queue data on MySQL 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 13 table 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 outpu
128. 92 168 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 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 242 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
129. A 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 24 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 analyzed This parameter can be fine tuned by the system administrator in order to maximise usefulness without creating an excessive server load see Section 21 24 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
130. 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 Home CigUsers CfgQueues CfgAgents CfgLocations Ci Outcomes CfgPauses CQA Known Agents Configuration Filter Search Agent code 1 Description Location Term Mon Supervisor Agent On John Doe 10 Main dsmocupernicor We Agent i Fees Bopi 1102 Chess 12 3 i Lreate New When editing an agent the following screenshot appears Home Ciglsers Cig Queves Cig Agents l Cig Locations Cig utcomes CipPauses CM O0A Agent Detail Asterisk agent code Agent 101 Agent dascnption John Doe 101 Agent location Main VNC monitoring URL Test it Current terminal Instant messenger address Test it Superisar demosupervisor x Created by Last update Save Back New Delete Agent is a known member of the following queues Queue name Direction Lowe 00 48 mbownd Mam 0 DFS inbound Li gan O Tesi inbound Man ha Agani Cuba eS can be edited Fom lA Cua Adi For each agent in use enter e Ag
131. D gt o x lt D d 1 fl Z m m ITI Sl Olo Z O Ol gt 0 o z Ei Dol S E lt D D Tni m oj lt gt P C viv m gt y N c 3 c m lt m MO m adlig QO m n m m m Q Q m OJO 4 TI m gt H O I U Dial FP 38131 mal sals E ama Els etal lt S 8 3 2 gt 135 B S Xi2 M Al m aie a E y o o E Oj FIO Z gt 1 m E al Ili HE m DIF O m 4 N A mim mi gt WW x lt x z Z 3 m vj JJ OIO J D 4 4 m 257 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 26 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 call centres can be found under WEB INF mysq l 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 p
132. D NONE Agent AGENTCODE PAUSEREASON P gt gt var log 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
133. D EO RIOR CO ARAN EO RIDAD NARRADA 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 e Logged on ready and able to take or make calls e Logged on queues followed by the list of queues the agent is dynamically logged on through the Add Member button e Logged off the agent has voluntarily left or has forcibly been disconnected by the queue system e On pause the agent has asked for a pause from the queue system e 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 e Entering at is the date and time the call entered the queue system e Waiting is the waiting time before being connected to the agent e Talking is the talking time for that call If the call is ongoing the time will be estimated and written in red e Caller ID is the call s identification if available e Queue is the queue handling the call e 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
134. DWO2 XML RPC code CallDistrDO AnsWaitPerDOW Parameters See alo O O OO O 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 67 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 Adhe
135. 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 2 DPS os az 4 Car hin Deca i E I ls e es cory DAZ i G DFS OG tay 1 Cody John Cog i i 1 144 34 cie DV 37 6 DPS Taa 2 1 Caller 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 138 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 Total 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 mame 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 em
136. ERE Meets exp 51 75 El Created by Demo dmin February 26 2013 16 01 Exceeds exp 76 100 El H A 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 pronunciatian 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
137. 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 QueueMetrics 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 43 Report Details Default page Beginning of each page Shortcut code OK14 XML RPC code OkDO HDRRpt Panes 6 1 15 OK15 Required Skills for Taken Calls Skill Required N Calls Percent Avg Wait Avg Talk Min Ivl Avg lvl Max lvl English 2 100 0 0 06 0 20 60 65 70 German 1 50 0 0 02 0 10 90 90 90 This data block displays the skills that were requi
138. GAW EICOnCOis xraudicicanidises quitas diritto adi aida dis eea 127 To Agento Me AGAW GIGI asita ainia a lidia dins 128 RA A A teestageeses 129 TES IMNStalino WIR CNtOME trinene enaa ne ain ciar lina delantera 130 11 6 Supervisors accessing AGAW statistics d2inatcaPrugiseditec darla d aia dica di ra duende idas 132 11 7 Administrators monitoring the AGAW System seirer tiee ccc cece cece eee rc 134 12 Quality Assessment In QUEUGMICINGS i 5 lt ccGGdcatnnca tau ite diia metil edi iia RE PAn Madinedmes take auebdaads 137 dal Ma OQA MONO ANO irer trda ate circa ideada rice cited A tacks A 137 122 Understanding Quality ASSCSSIMEMU seriti laurel aiii dro 137 PASE lo A hin piiePaind a a a dinetdae Peielaledsmenanetetelnned tees dan tte Saiecstenane desta tseee sas 137 12 4 Removing r Editing QAONNS castraci n crisis cidcid aned tem Anaa iaaa ue dridco cad 143 oO a O AA A E A E A 143 128 TING man OA TODO estame ar id daa cid ica din shed Breil ANa ue Peete ditad as cita tae 144 127 O SA A A A niet E ie8 ane teh bet 146 128 The Training And Coaching Page arianen nad E seed eanncadnus dinner ridin lei cds 148 13 Advanced tracking of agent and grader performance 0 c ccc cece eee e ee ee eee eens eee e nee e eens ee eeeeeennnneeeeeeeeeeeneenees 150 Sul Tracking agent PEMOMMANGCGE 23 2 1 cistriads tina nin ecards ia Prag tee pis dada Bee kG eda based shany 150 13 2 Finding GallS 10 DO graded residi an Diada Sate tain t
139. 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 agent 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 240 Configuring Asterisk for QueueMetrics e ltis 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
140. Maximum wait time for waiting calls No Number of calls CPH Contacts per Hour OCPH Qualihed Contacts per Hour SPH Sales per Hour Qualified Conversions Cabirernona 3 Back fo queue Back to all queues As you can see for each metric there are a couple of switches that decide Whether that metrics is to be shown at all 186 Editing QueueMetrics settings 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 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
141. NE 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 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
142. Outcomes Cig Pauses CfigQA Frama ed acre ec eee Ee Ee SEW ETE SWE A AA iii QA Forms rier a items found 1 Page 1 of 1 Name T Key Key Section Section Section3 Section Section Section Section Section Section Section Items In Rep 1 2 3 5 6 7 3 9 10 Main Form oe Politeness Conversation Customer Other D ca S amp P 7 rules Satisfaction Customer E Related Assurance needs items found 1 Page 1of1 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 can create a different form with the same set of items The form editor looks like the following page 197 Editing QueueMetrics settings Home CigUsers CfgQueves CigAgents CigAgentGroups CfgLocationms 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
143. P ON a ee 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 gt maxlen Q announce frequency 0 announce holdtime no MONTETO RONE me 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 238 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
144. PH 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 Lees hor 1675 555 1119 r a ea F Export as E o Billable 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 at 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 Run
145. QUEUEMETRICS USER MANUAL Loway QUEUEMETRICS USER MANUAL Loway Table of Contents dice WWHatis Queue MetHles gisi auction sd o dt to le 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 aia as 8 2 10 Understanding QueueMetrics memory requirements cece eee eee e eee e eee e ee eee eee eee eeeeneeeeeeeeeeeeeeennnnnneeees 8 2 11 Understanding QueueMetrics disk I O requirements ccc cc cece cece eee ence nc 9 3s LOGGING On 10 Queue Metri S aa a ON AA SA ke heat wut E ene o 10 Sale LICENSE MOMMA aint ia a tices eee A A sear ea 11 a2 Automatic UBL TOM san ten taunt AE Ad sata 12 da AUNADO tata a taa 13 dels QUICK aCi Viy TODOS pico iodo a cod o ei ated 13 ES Y AA n aa a A a a aa 13 AS SCUSIOM WhO DOMNS aaa dao 14 AAs SAVING QUEneS aso E E ai aa i n 16 45 Understanding results COMMON header rai al o O 17 46 EXpOming data OM Topon S ies o 17 Ad Understanding results Answered calls patin a E EARE AEA A R AREE E A aE 18 4 8 Understanding results Unanswered Calls ua a A a ia EA a A E R 2
146. Queue 300 Abandon 1 oi i a 1 q WAT 1203 08 201 Queue 300 Abandon 1 i 1 1 1 a 1117 13480 32 203 Queue 300 Abandon 1 0 03 1 2 1 a TUT TELDE 203 Queue 300 Abandon 1 035 1 2 1 q WHT 15345 301 Queue 300 Abandon 1 Dia 1 1 1 Y O 1230 163149 21 Queue 300 Abpea 1 dir 7 1 1 q m Export as Ele 112 Bp mw Loway E In the image above on the bottom right of the paginated list we can see a small icon just before the next page buttons this icon allows us to add or remove columns within the displayed paginated listing lt 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 211 Editing QueueMetrics settings Available datn columns X E Pos Disconnection Hamdled by Amempts Code Sins Srv sete pT 1 Flw Fel Wait El Duration Pl Pos El Disconoechon El Handled by B Attempts Heade sl S ngs lire Dale Caller Qucuc Wit Duration VHH 17 1350 301 Cuan 302 005 tar TESTA 1714 301 Cuan 302 ors ta Pees TUES 12 14 48 301 Cura 300 oca La apa PERS na VUES 12 27 44 01 Cura 301 aca 3 iaa TIRI IESE
147. 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 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 145 Quality Ass
148. 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 Sample 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 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 166 The visitor s page This page looks very similar to the real time page where the calls for the
149. R User can edit other users and classes SR_AGENT er can edit agents User can edit call outcomes and call features USR_IVR User can edit the list of known IVR selections User can edit the list of known DID DNIS RTLIVE User can access the Live stats AGREP AGENT User can filter reports by agent The user can add markers to recorded calls The user can delete markers from recorded calls The user can monitor a real time call MON_VNC i ROBOT User 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 data Cc C Ho JI CcC C CICIGC CICICI GCIC CICIC Z Q D D 5 0 D olol o oloalolol o olol o 2 D o o D olol o ololololo o o D Q Q TA olan Q ololo ololololo olo O D S 0 D D a v v oO E S 9 S y v D 5 5 lt o 5 315315 S1515 3515 S15 gt z Q O a a vlolo ololvulolo ollo D 5 a 9 v ololo alalolal la o o rat gt gt D 5 3 e 5 o 0 o O O 2 3 z 3 g al2 s3 elsis i3lg8 Ss 2 g gt D O jo rat 0 olo O gt Dj 2 18 Slolz 0l gt e 2 lt s yD 2 D a a Ti 3l5 2 aleiz o o lt D gt g A 2 D z 3 2 8138 D on D O o 5 319 2 o 3 SlolF gt a lt D D a So n lt Sl aio c m o Q D olg Y Dm D c 3 4 a o 2 A D on Oo 5 O oO o 5 n DIO O n o ie Lo W n oo o D D D L wn D A ke 7 D Q e
150. Sale C 5 Q Relevant Ourcomes b Busy mi Not Interested C n Hor Available Gual Yes mM Security key 300 Queue visibility Created by demosdmin 30 10 2014 11 13 Last updated demosdmin 02 06 2015 16 24 Save Back New Clone Delete Loway As told before tag features can be linked with a specific outcome code set To link a feature code with a specific outcome or set of outcomes a user should select the outcome from the dropdown then click on the Add button The list of already associated outcomes are shown below the dropdown To remove an outcome association a user should select the proper outcome from the dropdown then click on the Del button Clicking on Save updates the feature code on QueueMetrics database 21 8 Configuring Tag Codes Some call centers require to report call set at the list level below campaign This is frequently used for outbound campaings The idea is to add the concept of generic tag to calls so that if assigned to each calls it could be used to create a new level of reporting parallel to the queue When each call is associated to a single tag the queue would be the physical medium for handling calls while the tag could bee freely set Imagine for example to set up a special number for a Tv Ad or a printed advertising that makes it possible to discriminate where the caller saw the Ad Tags are set by the system i e there is no way for QueueMetrics to add a tag on a specific call but
151. Solved Overdue Avg Resolution Totals 97 87 87 10 0 Od 8 36 Notes Ll 3 3 3 o g Fd ga A 27 26 26 1 o 0d 0 30 Training 56 a7 47 E o 0d 9 29 A Meeting e 11 i 11 D o Loway The result of such Search shows for each Task Type 122 QueueMetrics Tasks 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 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 time 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
152. TRIMAO d 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 120 QueueMetrics Tasks 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 Family Process ID and can be inserted only via XML RPC 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 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 Agent 101 Agent supervisors QueueMetrics O rourLogo eohc rrs Home Tas
153. 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 call center monitor Vo arto Demo Admin Administrator IM S 0 F a tour Logo QueueMetrics Home CigUsers CfoQueves CfgAgents CfgAgentGroups CfgLocations CtgOutcomes CigPauses CigQA CfpPer TrkRules Cig Repo Agent Groups Fite J Search i CEEE bema Pound 7 Page 1011 E A Group Description Icon Key N Agents AG Standard agents gt 0 P Defaut Flat default group ch 1 NH New Hires P Probation Ey 0 XA Expert agents a 0 A Fea found 1 Page 1 of 1 Ce a Create New You can select different icons by clicking on them in the editor 193 Editing QueueMetrics settings Mth ee as y pono hinin onnar LS O ot E O Logo QueueMetrics center monito Home Cfo Users Chg Queues Cig Agents Cfg Agent Groups Cfg Locations Cig Outcomes Cig Pauses Cta Qs fg Pert Trk Rules Cig Repo Edit agent group details Name Description Probation TETAS 02b0 0c Icon o Bo aT 7 E MaSSSSS5S5548 amp s4883888 fag red pag o Security Key Created by lemoadmin 29 01 2011 18 04 Last update Save Back New Clone ll Delete Agents belonging to this agent group Ho agents belonging to this
154. Tippa OAD 174553 A 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 their 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 d
155. 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 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 114 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
156. 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 50 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 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 8 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 confi
157. a e VNC Monitor agents via a VNC remote session e IM Begin an Instant Messaging session with an agent e Remove Member 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 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 The last icon is a direct link to reports Clicking on this icon will run an historical report by populating the query with parameters similar to what generated the realtime panel results 7 4 Aggregated by queue view Aggregated by queue view Queue Tottime Offered Answered Avewait Avetalk Sales SPH QC QCPH Cont CPH Conv QConv SLA GoalFtrs Feature 00 Au 0 00 6 2 0 51 gai 1 157 1 1 87 1 1187 100 005 100 00 50 00 0 E4 E 4300 0 00 6 2 0 51 On 1 1 57 1 1 87 1 1 87 100 004 100 00 51 00 0 Z E H Export as F This block reports realtime figures related to each selected queue All values are aggregated by queue except for the first row where calls for the whole selected queue set is reported On each column a user could find e An icon representing the queue direction inbound outbound e The queue name The total call time The number of calls feed by the queue e The number o
158. a E nls AT 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 agent 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 sho
159. a o 70 6 11 Historical reports Details of agent sessions and PAUSES cee cece cece eee eee eee rr 80 6 12 Hisioneal teponts CallOUICOMES 20 hat brea asta evita A med ed Gard eure sak sabe een oa 82 Salas pistorical repons lt IVRIMACKING sil soul see Gant ache en eee aie ta Sauer es OA 86 6 14 Externally Generated repons asor ts Canin in A basin ian Pia E heen A Sandan tentie 88 7 line Wealetiine Stas Panelists cae iich id a canbe tee e o 89 Folge WOP SlalUS Danese o io 91 7 2 CallS DEMING Process dia a O cada 91 7 3 AOENIS CUMEMUY Oged IT ai ra AS SS ab 92 FA Aggregated DY QUES VIGW dt a t s BoE wna Bag Shed ae a Oona a rs 93 Tos AJI Galed DY Tag VIEW si Seven wel nant cca id Glue bane ew o Couns abs rl iia Na 94 FO Agent and OUICOME MEW el 258 ne Late Da athe ant ced wsihasaak ams A eas eae 94 TT USO LOCA INS ya a a 95 8 Unattended call 3nd VNC MONIONNG ati d e 96 3 Reame perormance considerations azar A AS iS o takes 96 710 Me rearme IvePpade nissan as 96 Tele Te TODA O A o ean Cae a 97 F 2 Gals Deng Processed sica lr a ita 97 TAS Agents ciemny OIC WN y A A oa 98 1 SS A A ea wsidedlsn bl dea cae ap aow ee eestius san bases 98 TAO Enabling the realtime IVe Pade sitas is bi SE A Denk see nabs andea E 98 7 16 Help My Real time and Live pages display different results oococoooccccccccnnccccccnnnconcncnn nc nc 98 9 Therealtime agent padecido id da ai land ara 99 8 1 Using the agent s pa
160. abase 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 source 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 Qu
161. ack 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 You 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 130 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 o
162. acted 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 24 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 11 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 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
163. 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 eee John Doe Individual agents MEE S OR A B re Your Logo QueueMetrics yeg call center monitor QueueMetrics Home Page Queue Inbound x Report Quick reports x Inbound calls Quick activity reports QueueMetrics news Show inbound calls for agent Agent 101 Last 1 Day Last 7 Days Last 15 Days QueueMetrics translations Last 30 Days Last 90 Days Would you like to help us improve the current l QueueMetrcs translation Queuekletrics 12 05 released Anew major release available today Whats new in OM Getto know the latest updates to Queuelletrics 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 Agents enabled to access to Icon Section 8 7 The new Realtime Agents Page and logging in to QueueMetrics starting from release 14 10 5 will be directed to their realtime page instead of their home page This feature could be disable by 99 The real time agent page mean of a default configuration key set to the configuratio
164. ager 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 default 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 178 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
165. ake 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 queuemetrics 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 queuemetri
166. 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 129 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 to LOWAY QA Maximum licen
167. al waiting time for all handled calls The average initial position of the call in the queue The minimum and maximum initial queue positions that have been detected 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 the given time frame 18 Running a report T Loway QueweMetrics version 1 2 0 b1 Opera File Edk Wew Bookmarks Feeds Hol Chat Took Help SO New page la cd e gt me ee Ee OF a oa pe 1110 10 3 5 0060 queuemstrics 1 5 1 Gl Answered calls N calls answered by operators Average call length Min call length Max cal length Total cal lencih Average call waiting time Min eating time Man rading time Total vesiinag lime N calls answered by operators Average call langth Min call length bax coll lengh Total cal length Average call waiting time Min vendliray time Mao wedding ime Total wasting tire Agents on queue Agent Agari 1 z 16 75 EEE Aged os Agent 03 Agert oa Service level agreement Answer Within 10 seconds Vitti 20 seconds ihin 30 seconds Viti 40 seconds Wian 50 seconds iin EO second Within PO seconds Within 50 seconds Vili 90 seconds Mitin
168. all lengih 130 Total call length 13H Total call length 13H Average call wraiing time 1338 Average cal wading time 133s Mbs maiting tire MAN bins waiting tire 0 10 Max maiig nm 6 30 Mar mmiting tira 050 Total waiting time 47H Total waiting time 47H Agents on queue Agent N Calls ee John Dos 10411 73 Es Mike Boo 1021 475 33 35 E opaa pART agents 73 16 7 FAA bExportas E 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 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 13 e Agent statistics are shown only for the given agent Running a report e A
169. 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 198 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 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 CLO Howpositiveand 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
170. all wait time for answered calls are plotted for each day 6 7 3 DDO3 Unanswered 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 60 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
171. aller 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 20 Running a report 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 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 The Unanswered calls page looks like the following picture Lowey QueweMetrics version 1 2 0 b1 Opera Ele Edt View Bookmarks Feeds Mal Chat Tools Help Pe LOM ay COLES ver E Unanswered calls N of unanswered calls N of unanswered calls Average wait time before disconnection Average wait time before disconnection Min wed tiene balioe Gaconmecteone J Min wal time before disconmecton Max wait time before disconnection Max wal time betore disconnection Total wat time before csconmeciior Total wait time before disconnection Average queue position at disconnection Average queue position at disconnection Min queue position at desconnection Min queue postion al disconnection Max queue position at cksconmection ta
172. ame installation as QM so there is no need for a separate installation In order to activate the AGAW subsystem see Section 21 25 Installing the AGAW runner Full configuration information can be found in Section 21 3 4 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 126 The Agent Awareness subsystem AGAW Key BRO_MSG Enables the Broadcast A page from the Real time page MON_IM This supervisor 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
173. 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 logoffs 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 user s 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 11 XX 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
174. 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 it 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
175. 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 128 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 gt Demo Admin Administr 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 Version 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
176. 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 139 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 process 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 diffe
177. and unanswered calls 4 8 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 8 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 8 7 All calls by stints This graph tells the stint distribution of all processed calls It corresponds to the sum of the graphs called Answered calls by stints and Unanswered calls by stints 4 8 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 8 9 Enter queue positions for all calls This graph shows the initial queue positions for both answered and unanswered calls 4 8 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 8 11 IVR selection for all calls This graph shows the distribution of IVR selections for all calls taken and lost available in the report
178. anel 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 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 117 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 Setting
179. 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 you 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
180. are time intervals for the TOS graph 10 Lagin and logenut incapaz Initial timeband for SLA calculation 20 Realtime pago Faalirma paila Osher repzime parametry Uncategorized How many digits to consider as a default area code 3 Quality Assessment Seem Darras i How long is an hour for hourly breakdown 30 Uncategorized Raport export Fan ongoing call has a wait time that exceeds this value drop it mep Seem parim 0 ignore Other curameters Fan ongoing call has a talk time that exceeds this value drop it O ignore 2000 Show summary report call time in hhimmess format instead of hours Count sessions and calls mot complete yet for the main analysis Rewrites Local000B ext channels in the format Agente Yes bo T This page lists the most usefull configuration options and allows an administrator to change their values through a set of gui elements Allowed values are already listed and default values are marked with an asterisk Through the search box located on the top left side is possible to limit the number of shown options to easily focus on the wanted options 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 26 Using the DbTest Diagnostic Tools page 21 25 In
181. asons 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 robot 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 cha
182. at Wars dari 10 16 04 204 A300 Abandon 1 0 00 m 1 a fl A Daag 10 25 64 204 A300 Abandon 1 0 00 a 11 a a 0 Sy pargi 10 33 55 204 4300 Abandon 1 0 00 a6 4 1 D 0 Sy 04001 14 54 17 203 2300 Akbardan 1 0 10 0 15 4 a TAD ecapy 0 o oy 0401 14 55 55 203 4300 Abardan 1 0 02 i 1 a THAD copy 0 Oo oy 04001 14 36 17 200 AJDO Akbardan 1 0 03 dae 1 a T AD copy 0 Oo A par n 19 03 51 204 A4D0 Abandon 1 0 00 aso 1 a 0 Gy avon 15 55 23 200 A300 Abandon 1 0 03 350 1 a TVAD copy 0 ot Mai 41 45 50 Id aan Abandon 1 nA ma i a n Cul 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 96 Report Details XML RPC code Parameters See also Section 6 4 1 UDO1 Detail of unanswered calls and Section 21 20 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 t
183. at 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 25 3 Setting up the AGAW activation key The default version of the AGAW 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 220 Editing QueueMetrics settings The AGAW activation key can be installed in the agaw properties file License key for the Agaw Runner AI OE A E 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 25 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 Ena
184. ataa Sunday b Export as lt gt The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 7 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 Avgout 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 69 Report Details For a complete description of parameters see DDOB8 Traffic Analysis by period per day Section 6 7 8 DDO8 Traffic Analysis by period per day Available since 1 6 0 4 Default page Call distri
185. ave 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 browser 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 t
186. ble 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 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 Demo Admin Administrator D J i tour Logo QueueMetrics Homa conter mented 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 NH Calla H Calla 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 26 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 QueueMet
187. ble 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 piece 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 las
188. 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 selection 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 92 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 manua
189. bound 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 Queue 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
190. bution by day of week Shortcut code DWO8 XML RPC code CallDistrDO TrafficAnPerDOW 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 t
191. cadanediekeneGedda tans licen bat idialaned amelie iice Dawe riada IAN 235 23 0 MFI CONVERSIONS ONIS NY lt n 2 iccansgs seat Cediakenne seen hal tiies ates thee aan ias alada pirate 236 24 Configuring Asterisk for QueueMetrics comercia ade ida Duc Seen take ie ito 238 24 1 Configuring queues to report exit status ooooccccocccnnnnncccnnnnccnn cnn rr rr rr 238 24 2 Configuring URLs to be launched by the agent real time page ooooooccccccccccccccnnnnncccrnnnnnnnnrrnnnnrrr rn nn rnn rro 238 24 3 Listening to recorded calls Using OM cocotero decada des daacd dean dah decee as 239 24 4 Using AddQueueMember for dynamic agents ooccccccccccnccncccnnncccnnn cnn rec 239 24 5 Defining outbound queues CAMPAIGNS cece cece ee eee nr 240 24 6 Enabling ACD call attempts recording on Asterisk 1 0 and 1 2 ccc cece cence een eee eee rr 241 24 7 Enabling ACD call attempts recording on Asterisk 1 4 ccc cece cece eee eee eee eee nr 241 24 8 Listening to live calls Unattended Call Monitoring 00 c cece cece cece eee e eee e eee eee sees rr 242 24 9 Enabling VNC MONOMO asinta nie ddcecndeseetendicecnie aguas aenntaas decida dial shea Bco iaa A 242 24 10 Enabling Agents Page aCllOnS ses g casarse dada inercia 242 24 11 Enabling XML RPC call listening and streaming ooooccccooccccccnccccnnnnnnnn rc cnn rr 243 24 123 EnablInacallloUtcO MES teria ideada ias datar add iaa i daa cin
192. call with Call ID is 1231 1 If no feature code 36 have been already associated with the call QueueMetrics simply discards the trace The following rules apply Features should be entered while the call is ongoing or within 30 minutes of its closure The loopback period is the same as for setting the outcome Features have a code and an optional textual value The text should be printable ASCII7 and cannot contain pipe or special non printable characters Though we enforce no limit on this we suggest using no more than 40 characters If multiple features with the same code are applied for the same call the last one wins sets the text of it In order to remove a feature a special verb NOFTR is passes If successive lines set the feature after a NOFTR the feature is set and so on The sample queuemetrics context that comes with QueueMetrics can be used as a starting point to output such data 24 14 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 Tee PAs SIS Na oe As UNOPS a
193. 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 of 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 se
194. ccessing 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 Jokn Dee 101 1 1 a Ed i Export as PE Export calls Add calls 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 5769
195. ce 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 dealing 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 M
196. ced agents 99999 5 5 Licence expires on 2012 05 02 Show end user licence agreement 0 5 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 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 p
197. centa Wo offer all interested parties the opportanity to download said components sources at nooort from our website af brings wee Lowa lthind 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 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 3 2 Automatic URL login It is possible to use a direct link to log in into QueueMetrics from an external browser application If you click on an URL like the following http my qm 8080 queuemetrics qm_autentica do AUTH_logon demoadmin amp AUTH_password demo then the user will be implicitly logged in as demoadmin password demo Auth parameters can be passed in either HTTP GET or POST with the advantage of POST of making them invisible to the calling user 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 o
198. complete QueueMetrics restart and Asterisk reload should be performed 24 20 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 249 Configuring Asterisk for QueueMetrics char np 4096 Si Tuo iz o no Nm cs oo acs Pe O mio SAO ADS ee OG nal glog ropa amo 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 21 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 ho
199. computed as simply Pause time Each pause code is written on the queue log while the pause in progress 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 es Demo Admin Administrator IG O PE O Your Logo QueueMetrics call center monitor Home CfgUisers CigQueues ClgAgenis CfgAgentGroups CfgLocalions ClgOutcomes CfgPauses CigQA CfgPerf TrkRules CflgRepo Pause codes eno A a tems found 5 Page 1011 ee Pause code Description Key Billable Payable Type 10 Lunch 3 3 ra 1 Hourly break 3 F 12 Emai a a 13 Backoffice a 20 Virap 2 a Virap F tems found 5 age 10f1 gt Create New For each pause code it is possible to tell QueueMetrics whether that time s 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 generation 192 Editing QueueMetrics settings 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
200. 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 as 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 di
201. cs 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 servlet 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 defau
202. d cs O rourLogo E ie Esgents CleAgentGroups CfeaLocations Cig Outcomes CigFeatures CigCallTags CfgPeuses CieQA Cig Perf Trk Rules CigReports Cig Exports Cie wR CfgCcBTs CBTs Filter Search Create Hew lemas found 3 Page 1 of Name 1 Description Key Sent Deleted chal Sales Imp 35 cba Greetings basics 13 Fa chad Effective greetings o a 2 lemas found 3 Page 1 of Creale Mew OWay This list is used to populate the selection of available CBTs and to define the common URLs will be used in the task detail for each CBT sent The URL can be used to point to any kind of material as appropriate e g PDFs videos interactive courses The URL may include a U token field that will be substituted with the login of the agent filling in the CBT so that an external CBT system may keep track of why is filling it in or personalize the courseware If you modify the URL of an existing CBT on the list all CBT URLs matching the same URL on the tasks tables for all tasks not completed are updated as well This means that you can create a post hoc descriptive CBTs out of URLs that are already used on the system Each CBT includes a read only field that tracks the number of times the CBT was sent this value is reported in the CBTs list CBTs can be set active or not so it s possible to put CBTs off line when they become obsolete 21 20 Configuring paged call lists It is possible to view details of calls answered unanswered
203. d Ss i Que Queues All we P Export Agents Members v Agents c i Location 5 F d Group se a g Superv No gt b Export Reports iia Recap Qu Calls 00 Al Agents A300 By Queue View Export By Tag View K Tag 1 Agents and Outcomes The menu bar can be optionally collapsed clicking on the lt lt button to best fit realtime panel blocks 90 The real time status panel 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 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 in
204. d 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 ld 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 holding 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
205. d 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 Security 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 27 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 n
206. d to log in an agent from the Agent s page see the sample dial plan provided callfile agentlogin channel callfile agentlogin extension callfile agentlogin context 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 agentlogoff context callfile calloutcome enabled This function is used to set the call outcome code from the Agent s page see the sample dial plan provided callfile calloutcome channel callfile calloutcome extension callfile calloutcome context callfile addfeature enabled This function together with callfile removefeature enabled is used to add a call feature from the Agent s page see the sample dial plan provided callfile addfeature channel callfile removefeature enabled This function together with callfile addfeature enabled is used to remove a call feature from the Agent s page see the sample dial plan provided EOS callfile removefeature extension callfile removefeature context callfile agentdial channel callfile agentdial extension Bn 269 System preferences Property name 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 context
207. data on MySQL A sample preset can be seen here Ss le Suemozaiso 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 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 fetc
208. date Ok Agent Stis Antonio Agent Update Ok Agent 5006 Antonio User Update Ok Agent5032 Andrea Agent Update Ok Agent Sia Andrea User Update Ok TechnicalSupport Queue Add Ok Sales Dep Queue Add 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 23 Unattended QueueMetrics configuration and update QueueMetrics could be updated and configured by means of external 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 22 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 demoadming pass demo 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 proce
209. 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 225 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 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
210. 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 QueueMetrics 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 Asteris
211. diia 244 24 13 EM AOIING Call Tear S trinidad eri uds is ii ici eddie Aani 245 24 14 Enabling Pause COAG Sessien aida dicas ici datada ricino adaa da 245 24 157 TEACKINO Tequirea SKINS c 2ccacncct sake knaddimd shed Mees cardadnia dd ieviesdddad ated Pca pttdidanwantainemimeatiad ride NER G 246 24 10 COSME ONGOING Cal nsi aen a a dla io data tae andadas add ion Be Sioa dant 246 24 17 racking DNS and IN to Ma lO cinco Dawe e dla ladra diia Din di dica riales Reeds 247 24 18 Adding TAG UIMONMaton to CallS sissien a a die tania a a a nig dae dan Rinet nic ise dete tamed teen a6 247 24 19 Enabling Hotdesking in the agent page ccc ccc cece teen eee eee eee eee e een e eee rr 247 24 20 Running Asterisk 1 8 with QueueMetricS ccc cece cece cece cece cece eeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeeegs 249 24 21 Handling Agents priorities on QUCUCS coc iceicauimie die sanaians rdenes as 250 24 22 USING KNOWMANUIMDCNS cai tai dsend nudista rd latas iris dai latina ci 250 24 2 3 COMIGUNNG ne AMISCOMMCCUON hse aa tilda ia encia cae 251 2424 Listening lo enciyplcd TECOMINGS vu raaa aa aliada riadas 252 24 25 The QueueMetrics watchdog Page oooocoooccccccccccnnn cr 253 20 FOL MOTE IOMAN Oas 2 2322 cner poke aie dadetaneadrentee ddceabud iaeaass lacada ita bese tated ass citada tdos adas 254 A Dea USCS 3 22200 A A A E 255 BeO OCUNLY KEV S cnc 2psus A A aaeelese lahat aie Heded nee tone sae takane cases 256
212. 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 207 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 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 co
213. ditional 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 Supervisor 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 For security reasons this user must be manually enabled in the standard database 168 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 re
214. 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 version 04 1404115 A Task is generated when Last update 27 5 2010 A QA form is completed A brader sees ihe need for training A Grader moves an agent to a probation group COACHING Agent xxx TRAINING MOTE Ending Probation for 44 Coaching Required as lactre in XA days From Grader ds pa From Grader To Agents s supervisor A To Himself MOTE Your score was WAY Score is less than From Grader To Agent COACHING Agents Low score Agents does not agree Agents refuses CBT From Grader g tag g To Agent s Supervisor NOTE Refuse CBT From Agent To Grader COACHING Agenti AAA a ee Dispute score To tl From 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 th
215. 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 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 38 Report Details 6 1 4 OK04 Service level agreement Service level agreement a 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
216. 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 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 7 a Demo Admin Administrator 1 EJ S a 0 Your Logo QueueMetrics call center monitor Home CfgUsers CfgQueues Cfg gents CfgAgentGroups CfgLocations Cig Outcomes CfgPauses CigQA CfgPerf Tk Rules Cig Repa Edit Pause Codes Status code ra Description Hourly brek OOO OS Securty key Counts as Billable activity No Counts as Payable activity No 7 Pause type Pause gt Created by ldemoadmin 18 06 2007 22 28 Last update Save Back Jl New Clone Delete 21 10 Configuring agent groups An agent group is an attribute that is applied to an agent in order to keep track of their life cycle
217. e 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 200 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 the 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 CfgL
218. e 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 the current Agent group 160 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 ullamc
219. e Task Id the unique identifier of the related task 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 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 reports 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 e 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 m Demo Admin Administrator QueueMetrics OD rourLogo maoHCcCOrer Home Task Statistics Task Statistics Task start date period 2014 07 01 aB ml BO Task end date period 2015 06 01 a 18 00 Task type se Search Task Type Process Created Open Open Overdue Solved
220. e 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 attempts 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 configurat
221. e 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 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 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 112 The real time agent page 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
222. e call and a separate one to the supervisor of the agent who disputed if any 123 QueueMetrics Tasks 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 links to CBTs where URLs can be defined through the Section 21 19 Configuring CBTs Computer Based Training pages This task could be sent through the Performance Tracker Result Page the Grader Report page and the Training amp Coaching Page 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 Meeting Tasks also called Coaching Tasks can be sent though the Performance Tracker Result Page the Grader Report page and the Training amp Coaching Page This task includes a message and a date and time of the meeting event This is a task that can also be sent to an agent via XML RPC An agent can accept or dispute refuse reject this task 10 3 RSS data export for tasks Any Qu
223. e form will change as per the following figure 141 Quality Assessment in QueueMetrics QA Grading Mozilla Firefox TA MEA localhost 8084quevuemetricsqa popup_qa_grade_ajx sp Level Range ltems Input form Close PELS 0 25 0 Form JUReportForm Req Impr 26 50 o ae OA Meets exp 51 75 0 ea i Exceeds exp 76 100 0 Print Call details Overall Performance Start time December 13 2012 10 46 i Timer Section 1 Avg 0 0 SS 300 Section 2 Avg 0 0 DOEN E 0 00 Agent Group 6 Default H G Total score 01300 Caller 202 Awg 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 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 markers which can be created and deleted as required in order to ke
224. e period The Service Level is measured against a time period that is specidfied in the default 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 62 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
225. e 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 gt Demo Admin Administrator Oo amp 0 Your Logo QueueMetrics call center monitor Home Operation result SUCCESS Below is the list of completed operations and their result status Id Full name Type Server Operation type Operation result Agentas Giuseppe Agent Adel Ok Agen Andrea Agent Add Ok ApenvsBzT Teresa Agent Add Ok Agenvaee7 Teresa User Adel Ok TechnicalSupport Queue Update OK Saks _Dep Queue Update OK Loway Lowey Research 21 24 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 Since QueueMetrics 15 10 system preferences can be edited through the Explore system parameters page under the Administrative tools by users holding the EDIT_CFG security key QueueMetrics O rourLogo m E Heme Edit Explore Explore QueueMetrics system parameters dei engine Calculation engine La Uncategorized SLA Max delay shown in the TOS graph 150 Realtime agent s page Background retret i iin ry panel How big
226. e queue The following example explains how the feature works exten gt 24 1 Answer exten gt 24 2 No0p QM AddQueueMember v1 2 Agent S AGENTCODE on queue S QUEUENAME made by S QM_LOGIN exten gt 24 gt Ss System econo she OCH is UNTOURTD i gt OURUBNAME AN Local AGENTCODE from internal ADDMEMBER gt gt var log asterisk queue_log exten gt 24 4 Hangup 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 prtorityVabel SOM AGENT PRIOLBL and praioritynum e OM AGENT PRIONUM A 257 57 AooOucuetemoen gt OURULNAME osa iS ACh GOODE iron inten exten gt 25 4 Hangup e 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 A on queue S QUEUENAME made by S QM_LOGIN extem LOS oy siem echo T EROE Ts UNTOUER TD cs OUMUE NAME Local AGENTCODE from internal REMOVEMEMBER A gt gt var log asterisk queue_log exten gt 26 4 Hangup exten gt 27 1 Answer exten gt 27 2 NoOp QM RemoveQueueMember v1 4 Agent S AGENTCODE on queue S QUEUENAME made by S QM_LOGIN
227. e 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 or Editing QA forms 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 Users holding the keys QA_ REMOVE and QA_REPLACE can edit an already submitted form By editing an already submitted form QueueMetrics performs a normal delete action then shows to the user a new editable form with pre filled values in each row Data are processed by following the usual procedure 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 ict day Last 7 days Last ao dav Last oo day F Real time report Start realtime monitoring F f Start wallboard t Custom report Run custom
228. e 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 all 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 pe aia Stet ee EE tgs OE a Home Q Report Details Fiber by Qualty Assurance Seeciod queue 00 Aa Queue one q1 42 queve dos O Test fuevztesi Start period December 30 2010 00 00 End period January 29 2011 23 59 Creaied by Demo Admin January 29 2011 16 22 Cal threshold 1 Monitor calibration reports Form report Form NamelGrader Quality Assurance Super Visor Form Sections report Section Name Grader Engagement Demo Adm Super Visor Resolution Demo ddmi Super Visa Business needs Demo Admn Super igor Calls Average 61 65 53 69 30 58 60 76 41 Average 54 va 55 QA Calibration Report 157 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
229. e 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 264 System preferences Property name 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 default maxOngoingTalkTime If set gt 0 calls having more than the number of seconds of talk time are skipped Defaults to O 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 langua
230. e 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 tems 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 om Loria Quaus vera About Hamy fees AAA Cc oH localhost D F Personalrza cofegem Cj Albi Prefer Demo Admin Admruariraior i P wag Your Logo QueueMetrics call conter monitos A Home Ch User CigQweues Cig Agents CigLocations Ch Outcomes Cig Pauses AGAW alarms for queue Q DPS Umut ritina Ageri settinga Toliar Rini Shni F Welw ACL Average Call Length Average wrap time Ho Na Average wait Hove for waiting calls
231. e third one is disabled and the fourth could be used to start a call 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 aoe Alice Individual agents o P a tour Logo QueueMetrics call center monitor Active calls for agent Alice Agent 300 Agent is currently logged on Reloadnow Logon Log of Add Member Remove Member Pause Unpause Entering at Waiting Talking Caller ID Queue URL Status Transfer to Outcome O23 1240341 0 13 0032 104 Prova 200 r Tarminated aH atan session informalion ihis pepe will reload aubsmalically rorrare 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 104 The real time agent page 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 ref
232. e time Minimum time Maximum time wH 0 30 0 12 0 38 0 22 0 30 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 Default page IVR Shortcut code IVO3 XML RPC code IvrDO IvrGoals Parameters o 87 Report Details See also 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 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 ul ee serves Page ono in the data block s parameter fi
233. 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 20s 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 1 m BOs Als T2 34 i s B04 TE 314 6005 2s T2 JA i GOs Oz 72 34 0s 0s T2 14 0s 2s T2 JA s Als 72 3 4 l s Ws T2 34 G08 204 118 57 Hise Mz 144 5 B08 as Farina 144 5 MOGs Oz 21 00 144 59 l ets As ri gr 155 SE 56s 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 11 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 w
234. 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 203 call Editing QueueMetrics settings It is important to note that some targets are not available as atomic targets Examples are the QCPH Sales 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 14 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 in
235. eal time page can be toggled by the user Buttons not enabled are set to their default value EOI reaimo members oyato reaime al subquevesbuton rabied remezo by quese inisblebutonErabied amea by ag ivisblebutonErabled oS team agen and_outome inisblebutonErabled O OOS realtime assignedLocationsOnly If true the user will not be able to monitor without a given location See page Section 7 7 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 If 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 266 System preferences Property name realtime preventLoggedAgentInfoChanges If true or missing the agent cannot change their code and extension if logged on at least one queue 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 be queried for agent
236. ed Overall taken lost calls Answered taken calls Conv convertion ratio QConv qualified convertion ratio Goal Ftrs number of goal flagged feature codes found in the call dataset Ftrs number of feature codes found in the call dataset Avg average talk time T by clicking on that icon a popup with the taken call list used to count the aggregated is shown L by clicking on that icon a popup with the lost call list used to count the aggregated is shown QueueMetrics uses an approach where it does not exactly track sessions per queue If an agent joins and leaves multiple queues during the same session QueueMetrics does not track where each session starts and ends Therefore while we TE may get accurate details of the time an agent was available if an agent may cherry pick queues or work on multiple queues at once we will have to find a way to estimate when its time was spent In order to do this QueueMetrics counts the local time an agent was available per session then it multiplies this value by the percentage of talk time that happened on each queue Default page Agents and Sessions Shortcut code AG14 XML RPC code AgentsDO QueueSessionsView Parameters 17 Report Details 6 10 15 AG15 Agents by Hour Agents by Hour Day 0 12 3 4 5 6 7 8 amp 8 9 0 11 12 13 4 15 16 17 18 19 20 21 22 23 Total 2014 11 08 1 1 1 1 i i 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2014 11 70 1 1 1 1 1 3 3 7 A 4 5 6 6 6 6 6 6 6 6 6 6 6 6
237. ed 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 single 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
238. ed 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 Home CfgUsers CfgQueues Cig Agents i Cfg Agent Groups CfgLocations CfgOuicomes CfgPauses CfgQA Cig Pert Agent Detail Asterisk agent code Agent E g Agentti PA _ _ Md Agent description Mike Boo 102 Astensk aliases Mike Boo Separate multiple alases wih aT symbol Agent location Other E Agent group J VNC monitoring URL http mike boo workstation vne Test it Current terminal 12 Instant messenger address Test it Supervisor Agent keys Payroll Code Created by demoadmin 18 06 2007 22 29 Last update demoadmin 04 12 2008 14 59 Save Back New Clone Delete Agent is a known member of the following queues Queue name Direction Level 00 All inbound Main Inbound inb
239. ed 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 statistics 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
240. eek 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 896 100 0 i i Wor is 10s Hedresaay 0 0 E Os Dz Thursday 0 0 5 Ox Os Friday 00 2 Os Os Saturday 0 0 E Dz s Sunday 0 0 5 Os Os 26 Running a report 4 11 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 12 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 answ
241. eference purposes 158 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 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 Su
242. efined 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 133 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 Logs 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 lu 265 5 e 2 El E527 1251 27 System status Entrlas Aura current in Querying phant Runs cuirenily n inserliro phase i y Huns 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 Ma
243. efore 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 record Default page Answered calls Shortcut code OKO1 XML RPC code OkDO RiassAllCalls Parameters See algo OOOO O O 37 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
244. eing e non printable CR LF etc e having a possible meaning in the Asterisk dialplan or in the querystring like hash format being non ASCII7 When querying each response separately the response is instead UTF8 24 23 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 ci lies dir epica gt LNG hz 7 10 13 I 251 Configuring Asterisk for QueueMetrics 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 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
245. eld Available since 13 12 Shortcut code XS01 XML RPC code ExtSourceDO HTML Parameters url The URL that points to the page generating HTML Seas O O O OO Oo O 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 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 the page generating a JSON document 88 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 La QueueMetrics O vourtogo ey rer rt Hace re HaTe Realtime Arcadcast Reload Ad Membar Queue N agents Ready agents Onpaus Unk Esp WN Calla waiting On phone Inbound On phone outbound Filtera Pararmeters 20A D r i kai PT 2350 i a o i i E 2400 i i i aan 6 6 6 pare 171145 bexporas Em P Alanna da E Calls being processed Reload 55 pos Queue Caller Enbaret i
246. ement How positive clear and eager was the use of the Corporate greeting Very Clear How well did the rep display courtesy Meets exp 60 Rate rep s enery level throughout the call Sufficient How well did the rep vary the tone and speed of speech Satishying How clear and concise Was the reps vocalization and pronunciation Exceeds exp 30 Did the rep use the correct hold procedure Exceeds exp 20 Did the rep avoid deed air Exceeds exp 20 Did the rep display active listening skills Exceeds exp 20 666BBSsBBEI How positive and appropriate was the call dosure phase Meets exp 60 Resolution Was assurance given for client s assistance How accurate and relevant was the information provided Req Impr Was additional help offered with enthusiasm Reg Impr Was the problem resolved on first contact Reg Impr BDG Did the rep manage time effectively Reg Impr Business needs amp Was DEC done Exceeds exp Toggle N As Delete Edit It basically shows the same data that was input but it cannot be changed anymore except for users holding specific keys as defined by Removing or Editing QA forms Section 12 4 Removing or Editing QA forms and the supervisor information is shown If there are known audio recordings 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 th
247. ementing 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 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
248. 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 sysadmin 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 235 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
249. ent code as the Asterisk agent code e g Agent 101 187 Editing QueueMetrics settings e Agent description as the agent s own name e 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 e 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 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 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 us
250. ep further details regarding that specific call This works best in conjuction with the HTML5 audio player as described on the HTML5 Player Section 5 2 1 The HTML5 Audio Player and Markers 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 herce qms en ver coral queens quasi tos ade page ndo OME ESO JO LA Ol SL 122 OA QUEdeE quetenem e QAFE_ formName FormToBeGraded CONE CallScerte bear e 2 0110 10 014 Lie os 1010 of course the URL should appear all on one line 142 Quality Assessment in QueueMetrics 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 install Then there are some parameters following e QAE astclid specifies the Asterisk unique id for the call to be graded e QAE queue specifies th
251. er 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 to 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 man
252. er 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 CfgLocations CigOutcomes 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 anymore amp amp e Hei Awalabie ink p ni Nod interested o 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 13 1 How are Call Outcomes calculated If a call code is found but not defined through the configuration screen QM will report on it and treat it as a No contact and No sale call 189 Editing QueueMetrics settings Home ig U
253. er of hang ups versus total number of calls Available since 13 03 Default page IVR Shortcut code IVO1 XML RPC code IvrDO lvrReport 86 Report Details Parameters 6 13 2 IV02 IVR Timing 0 00 0 00 0 06 0 06 0 10 0 00 0 00 0 00 0 00 0 10 0 10 0 10 0 10 0 10 0 10 0 14 0714 0 11 0 00 0 00 0 10 0 10 0 10 0 10 0 10 0 10 IVR Timing IVR path N calls Average time Total time Minimum time Maximum time iur 2 5 0 02 0 10 1 5 0 02 0 10 ivt 2 r 8 4 0 10 0 41 1 2 0 10 0 20 2 2 0 10 0 21 jur 9 1 0 00 0 00 i 1 0 00 0 00 Pur x 3 0 06 0 20 14 3 0 06 0 20 Prot nr 8 3 0 10 0 30 ei 1 0 10 0 10 3 1 0 10 0 10 4 1 0 10 0 10 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 average traversal time for that IVR menu e The total traversal time as the sum of all times for each call The maximum and minimum traversal times Available since 13 03 IVO2 Default page Shortcut code XML RPC code Parameters IvrDO vrTiming See also 6 13 3 IVO3 IVR Goals IVR Goals Goal IVR path Selection N calls Goal x rx ra i 1 0 30 Queue WA test bra gt r 1 2 0 20 Queue NA tes PH e pra 2 2 0 26 Export as Bf This block shows Averag
254. er 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 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 dota a pete Create New You can then create a new job When configuring the job you have to specify 233 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 a
255. er 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 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 227 Listening to calls using Pluggable Modules PM
256. erent 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 classpath 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 RTl
257. ering 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 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 Bi
258. erisk 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 lets 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 2 8
259. erver in the format tcp user pass 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 2 0 System preferences Property name cluster servername callfilesdir The directory in which callfiles must be generated for this sever Usually leave blank cluster servername 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 lt 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 Monitorin
260. erver 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 member 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 231 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
261. ery busy machines the commands 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 102 The real time agent page 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 age
262. es Created by S Last update Save Back Naw Clone Delete l recicarih AT 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 Home Answered Ans DL Unans Unans Di Area Ati Day Hr pow Agents 49 01 Dutcames Mew i All All Reports New Blocks de Report Details l Atomic cueve s considered 00 411 i Queva 300 F00 Quibound 301 q 301 Bans rr Pernod stan date October 15 2017 10 35 Pernod end data January 13 2012 10 35 Total calls processed T4 64 5 ans 351 unans 1 1 1 Search Unanswered EE A Date Agent Caller Queue Disconnection Position Wait Pos Attempts Code Hay Stints Srv 1018 101415 201 Queue 300 dde 1 225 1 ls 1 a a WOME 10 14 23 202 Queue 300 Abandon 1 aor 2 a 1 a 10120 11 58 15 John Doe 101 202 Outbound Mi Abandon 1 0 00 1 a 1 Q 100 1200 36 John Doe 1011 202 Ouibound ih Abandon 1 6 00 1 1 a Tu 142311 201 Queue 300 Abandon 1 023 1 1 1 a 102 14 31 57 John Doe 104 203 OCuibound 301 Abandon 1 0 19 4 a 1 a TINT 11584 203 Queue 00 Aron 1 O15 1 g 1 a TNT 115351 203 Queue 300 Abra 1 010 2 a 1 a DUT 11 5821 203 Queue 300 Atado 1 025 1 la 1 a iiri 1201 32 203
263. essment Grading search form Report Details Form JURepartForn Atomic queues considered OD All Period Start date December 04 2014 16 34 Period end date March 04 2075 1634 Suggested calls Time Queue Caller Agent Wait Talk Outcome Audio Forms Cmpl 12 04 1790217 A300 204 A oh Doe 101 0 07 0017 on 1 x 1204 1709 29 ABID 204 Wohn Doe 101 0 03 123 1 12 04 17 15 06 4300 204 Wohn Doe 101 O13 1323 1 1208 1121 13 4300 204 Aloha Doe 101 0 05 036 sale 1 12110 102847 ASD 204 A ohm Doe 101 0 07 004 2 1 x 12400 12 15 22 ASD 204 Job Doe 101 0 03 223 mi 1 x bExportas E 00 Run again Change search entera Target statistics Found Di needed needed remaining Call outcome Sales 3 Call cutcom Cont 6 Call outcome Comlacis a Call culcome oa 10 1 Agent Group D lauh 106 20 0 1 ag 79 Agent Group NewHired 16 Agent Group Professional g All calls 121 1 Agent john Dee 101 105 1 Ageril amp sob smith 102 16 P Export as Ej T The grader may do grading on some or all of the suggested calls or may decide to do differently When done he clicks on Run again all the form is computed again targets are recomputed and so is the set of possible calls 13 2 1 Selecting which calls to grade Each call included in the search criteria per time period or queue is first listed The set of distinct agents involved in the queue is obtained Calls are then filtered off if they matc
264. essment in QueueMetrics Demo Admin Administrator D 2 ta Your Logo QueueMetrics call center monitor Home 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 ars 7 4 2 2 This isa 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 146 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 Fiter 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
265. etails 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 24 Configuring system preferences and Appendix D System preferences for further 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 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 e The server that handled this call e The sound files one or more that were recorded for this call
266. eue as required Users holding the RT_ ADDMEMEBER key will be able to add agents directly from the Realtime page Update Reload Queues Agents Location Group Superv Add Member Reload 5 15 00 W 55 v D All All No Add Member 89 The real time status panel In order to change the default audio files see Appendix D System Preferences If you want to turn them off completely just set them to blank The top menu bar shown in the above picture has been replaced by a left menu panel since QueueMetrics 15 10 Since the release of QueueMetrics 15 09 the top panel contains a three bricks icon Flying over with the mouse allows the user to select the report blocks will be shown in the realtime page The number of available blocks is dependente by a set of configuration keys Update Reload Queues Agents Location Group Superv Reload 15 18 24 W9 55 v E All All y giL j No Recap Queue s 00 All Calls Queue N agents Ready age Agents Bsy N Calls waiting On phone inbound 00 All 2 By Queue View o 0 0 A300 2 By Tag View 0 0 0 m A400 a Agents and Outcomes 0 0 0 Thre three bricks icon has been replaced since QueueMetrics 15 10 by a checkbox list located on the new menu bar located on the left side as reported below QueueMetrics Home Realtime Broadcast az Reload Add Member Qu Filters Parameters 00 Al Queue s 00 All J A300 A400 8401 Update 17 17 31 gt Export Alarms al F l Calls beir Reloa
267. eue 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 215 Editing QueueMetrics settings en TT Your Logo QueueMetrics Eee call center monitor Source gt Agents gt Users gt Queues gt Summary Ready Below is a list of queues read from the configuration Please select the queues you want to import in QueveMetrics Queue name Wrap uptime Server TechnicaSuppert 50 W Sales Dep 20 Check all Next gt Lo mr fay Loway Research 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 13 added When updating a queue the spilloff and queue members lists will be generated looking at the penalties associated to 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 AS Demo Admin Administrator D F A 0 Your Logo QueueMetrics Source gt Agents gt Users gt Queues gt S
268. eueMetrics 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 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 x
269. eueMetrics 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 the RSS reader like once every 20 minutes or so in Y 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 Lele Ci a ms e ve oO SUSO que ltencin ies ies Ma q msn ve SS MN Comore Oe Oy quUeltenecitnias In general the servers gmserver 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
270. eue_log table Might block for a few seconds OAG Optimize AGAW tables Might block for a few seconds GC QL OQL OAG 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 25 2 Installing the AGAW client 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 elienrc reftrresn 7000 The timeout in milliseconds that will lead the client to refresh information on the page 0 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 th
271. expresses in steps per hour Note giving a meaning to the Queue Length reports may be 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 100 0 100 0 100 0 100 0 b Export as lt gt The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 7 2 Service level agreement grouped by day Default page Call distribution by day Shortcut code DDO7 61 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 SvcLvl 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
272. f answered calls e Average wait time for all calls in the queue Average talk time for answered calls e Number of calls marked as sales e SPH Sales per hour figure Number of calls marked as qualified contact e QCPH Qualified contacts per hour figure e Cont number of calls marked as contact e CPH Contact per hour figure e Conv convertion ratio e QConv qualified conversion ratio e SLA percentage of calls matching the SLA time configured for the queue e Goal Ftrs number of goal marked feature codes found in the call set 93 The real time status panel e Feature number of feature codes found in the call set By clicking on the last icon a user can start an historical report with query parameters matching the realtime page parameters that generated the selected row 7 5 Aggregated by tag view Aggregated by tag view Tag Tot time Offered Answered Avgwait Avgtalk Sales SPH QC QCPH Cont CPH Conv QConv GoalFtrs Feature 0 00 6 2 0 51 di 1 109 1 1 09 1 1 09 100 00 100 00 2E 0 00 2 a D 0 00 a 0 00 0 000 w 0 00 D o E TV AD copy 2 0 00 2 1 003 17 1 325 1 3 23 1 525 10000 10000 0 2 E TV AD copy 3 0 00 E 11134 1 05 0 0 00 o 0 00 0 000 0004 0 00 o E kexportas E This block reports realtime figures related to tags associated to processed calls All values are aggregated by tag except for the first row where calls for the whole tag set is reported and the second row where only calls wit
273. file agentremovemember_ht context queuemetrics This code specifies 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 248 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 19 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 UNIQUEI
274. 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 33 Showing call details 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 The HTML5 player requires WAV or MP3 files e 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 attachmen
275. 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 upload 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 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 qloaderd that is optimized to avoid any possible data loss in cases of MySQL unavailability A As the procedure to follow is different based on the version of Asterisk you are running please check the Asterisk version before continuing
276. 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 i SUA form Hup wzard Load data from Asterisk wy SG Slots nbormation carnes 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 call center monitor Demo Admin Administrator Y gt Your Logo QueueMetrics Home CfgUsers CfgQueues Cig Agents CfgLocations Cig Outcomes C gPauses C Z OA System Users Filter Search Login t Real name Enabled Class User keys Ageri Jorr Doe Yes AGENTS a Ager r i Mike Bion ves AGENTS ee demondr n Demo Arrin ves ADMIN A_TRACK QA REPORT USR_QAEDIT oo demosuperviscr Super Wisce Ho SUPERVISORS a derrotas Dro Lier Yes LEERS e dermarvicton Visi Tor No VISITORS a robai Ro Bot Mo ROBOTS or Create New 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
277. g 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 audio html5player Plays audio in the browser using an HTML5 audio player Defaults to false 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 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 au
278. g 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 sequence 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 NO
279. ge 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 sqlPreset table Sets the table name for preset sqlPreset f time_id The time columns True time is a Unix timestamp False time is an SQL date time sqiPresetifcalid SS sqPresetifqueve SS sqiPresetif agent SS AI o sqiPresetifdatar OOOO salPresetif data2 SS A sqlPreset f_data3 sqlPreset f_data4 sqlPreset f partition May be left blank for partition less schemas 265 System preferences Property name sqlPreset f_incr The order preserving index column May be left blank but this may lead to incorrect results Realtime Page 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 aggr_by_queue_ invisible Is the aggregated by queue panel in the realtime page
280. ge to control advanced features ooooooocccccccccccncccnnnnnccnnnnncnn rra rr nese rr rr rre rnrn rnrn 102 8 27 Sel Service agent TCDOMING lacas ld ii aa 102 8 3 Real tim agents page customizable DUTONS 0000 a A A A A 104 QUEUEMETRICS USER MANUAL 8 4 Auto refreshing the agent s page Active Polling ooooocooooccccccccnnnncccnnnnccnnnn rr rna rr rr 104 8 5 Gathering call information through agent side QA fOrMS 2 cece eee cnn rr rn cnn rr 105 8 6 Agents Page performance considerations oooooooooccccccccccnnccnnnnnr rre 105 6 7 he NEW Realtime Agents Page orade nce Pina taGesdda anda bans cad idas Anaad Paea Ea diced ani ataed pin aes Bena dae ddeud aad did 105 2 Tracking INA dalare aseensa clienta citaci n Readies laced teen iento at epeameatomiahe dade hades 114 Y e ERES AA A A cc ank dens Bae eda 114 e IMplementing IVA Mack O ition c2 2idelancassentaaedaed n e cias dadas idades aio ditn bas leia 116 10 CUCU MICIICS WASKS sats ceette assed ance ciel citel acicate adioseta editen ini A T iaa dcaiasec idol 120 105 THE task Dago decidiste cami atar iia dit dlen da ciireza 120 10 2 Types of tasks handled by QueueMetricsS oooocccccoccccnnccccnnnnccnnc cnn rr rr rr 123 109 Foo Udala e xPO TONiaSKS ascristrdio adorada aia ido E O dire 124 11 The Agent Awareness subsystem AGAW 2 02 262 cac stc iii tir lides 125 MR AGA VV arc miectto anilla ridad data adidas dida a aana 125 dt NStalling the A
281. gement 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 performance 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
282. 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 happens 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 167 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 ad
283. group you can add more icons that better suit your liking by uploading them to the img agent_groups folder in QueueMetrics 21 11 Configuring skills Skills are attributes that can be associated to a call and can be used to implement somethig useful like skill based routing on Asterisk queues QueueMetrics reports can be filtered by a set of specific skills through the custom report page Skill codes can be associated to labels through the skill configuration page available to all users holding the USR_SKILLS security key atures Call Tags Pauses QA PriirkRules Reports Exports WR CBTs DNIS Skills Agent Skills Filter Search Create New Items found 3 Page 1 of 1 ee gt gt gt Skill code t Description Visibility key sk1 English speaking sk2 French Speaking P sk3 German Speaking P Items found 3 Page 1 of 7 qx gt gt gt Create New Loway The list of available skills can be reach from the main page Clicking on the Create New button or the pencil icon on each skill reported in the table is possible to create or edit a skill entry 194 Editing QueueMetrics settings tures CallTags Pauses QA Pr TrkRules Reports Exports IVR CBTs DNIS Skills Edit Agents Skill Details Skill code sk Description French Speaking Visibility key Created by demoadmin 01 09 2015 12 49 Last update demoadmin 11 09 2015 10 10 Save Back New Clone Delete Loway 21 12 Configuring known numbers Kno
284. gs fg Users CfgQueues CfgAgents CfgAgentGroups Cfg Locations CfgOutcomes 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 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 14 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
285. gt This report shows a set of calls aggregated by tag It reports tags information and shows for each tag the main figures for aggregated calls related to that tag The first row reports the overall aggregated values Each row in the report shows e The tag name the first line contains all tags information e Presence calculated as sum of all agent sessions for agents taking calls with related tag e Talk time e Idle time calculated by subtracting pauses and talk time from the presence figure e Billable time Not billable time e Sales the number of taken calls flagged sales e S PH Sales per hour the number of sales per hour ratio QC the number of taken calls flagged as qualified contacts e QC PH Qualified contacts per hour e Cont number of taken calls flagged as contacts e CPH Contacts per hour e Offered Overall taken lost calls 78 Report Details Answered taken calls e Conv convertion ratio e QConv qualified convertion ratio e Goal Ftrs number of goal flagged feature codes found in the call dataset e Ftrs number of feature codes found in the call dataset e Avg average talk time e T by clicking on that icon a popup with the taken call list used to count the aggregated is shown L by clicking on that icon a popup with the lost call list used to count the aggregated is shown QueueMetrics uses an approach where it does not exactly track sessions per tag If an agent joins and leaves mul
286. gure 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 24 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 the 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 39 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
287. h no tag are counted On each column a user could find e Tag name empty for all call set dash for calls with no associated tags The total call time The number of calls with associated tag e The number of answered calls with associated tag e Average wait time for all calls with associated tag Average talk time for answered calls with associated tag e Number of calls marked as sales with associated tag e SPH Sales per hour figure e Number of calls marked as qualified contact with associated tag e QCPH Qualified contacts per hour figure e Cont number of calls marked as contact with associated tag e CPH Contact per hour figure e Conv convertion ratio e QConv qualified conversion ratio e Goal Ftrs number of goal marked feature codes found in the call set e Feature number of feature codes found in the call set By clicking on the last icon a user can start an historical report with query parameters matching the realtime page parameters that generated the selected row 7 6 Agent and outcome view Agent and cutani wie Agent Status Offered Answered Tottalk Totidle Pause bill Pause non bill Avgtalk Sales SPH OC QCPH Cont CPH Com Conv GoalFtrs Feature Lost Talki 4 Ley 0 00 oOo oo oh e ono o 060 0 0 50 000 ONO 0 0 E a Ben Bee 101 Legged on 31 57 I 0 17 31 50 11 hh RAT I 1 87 1 187 1 1 37 100 004 100 004 0 2 E Faved 2545 Esckomice z Beat smirgi Logged on 31 44 I 155 30 41 too om 10 G T n 100 i 00 2
288. h the following rules e They have already been graded for this form e They have no audio recording e They will help no target For each of the remaining calls a score is computed by assigning one point to each of the criteria that are currently unmet absolute number and percentage are treated as distinct criteria Calls are then weighted based on the square of their score that is if a call will help 10 targets its relative score will be 100 while if it helps in 5 targets the relative score will be 25 and extracted randomly so that it s more likely for QueueMetrics to draw calls that match multiple criteria but even a call matching one single criteria may appear As the computations involved are quite heavy mostly when deciding if a call has associated audio and QA scoring as this might be repeated tens of thousands of times each grader will have a small set to use before reloading 13 3 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 156 Advanced tracking of agent and grader performance Monitor calibration reports Minimum number of calls for agent 10 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 dat
289. hange their code in the login logoff pause pop ups Defaults to false 267 System preferences Property name 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 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 tokens will be expanded by the QM engine Valid tokens are A expanded with agent code See also defaul
290. has already been closed in the meantime or you re doing this operation twice QM will report that the call has already been closed 246 Configuring Asterisk for QueueMetrics 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 17 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 O 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_log file that QueueMetrics parses This is very easy to do e g imagine you have a piece of dialplan where you are going to call queue q sample and you have the DNIS code in the MYDNIS dialplan variable and the sequence of keys pressed as MYIVR exten E N A eure curenae Se SO e ios as a OOE O ANDO SAID Se Sea gt sn Oe ue Log ce campeller gt UND OU ED NONI TEO 1d UNIDO exten gt s n Queue g sample nt 60 exten gt SM aise ee ene 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
291. he 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 gt A Today Yesterday The day before yesterday Last day Last days Last 30 days Last 90 days Quality Assessment Logging on to QueueMetrics 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 T days Last 30 days Last 90 days Custom report Run custom repart Edit QueweMetrics settings Edit raports Edit report export jobs Edit 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 QueueMetrics news Per Incident Support Introducing a new support option tor QueveMetics 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 ae a Come and visit us al Astic 2012
292. he 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 the 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 Ast
293. he screen e Enabled lets you temporarily disable somebody from using QM e E mail is the user s e mail address Optional e Masterkey if set to Yes all security key checks are bypassed DO NOT SET UNLESS YOU KNOW WHAT YOU ARE DOING e Class is the current user class e 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 The pushbutton HandleKeys starts a wizard helping administrators to proper handle keys for users see below e Number of logons tells how many times the user logged on in QM Read only e Comment is an optional free comment e Token has no current use Read only e Creation and Update the user and date time when the record was first created and then last updated Read only The wizard heat icon located under the User keys field opens a popup where all available pre defined security keys are listed together with a description By clicking on each checkbox is possible to assign unassign the associated key to the user The wizard helps the administrator to generate a valid keyset by computing key dependencies and or uncompatibles key pairs and checking or unckecking keys accordingly When you first log on to QueueMetrics you must change the passwords to all default users Failure to do so represents an important security breach 181 QueueMetrics Home Users Queues Handle Keys Agents
294. heck of the geographical origin of calls handled by your call center It is possible to export all the reports as needed 4 10 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 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 23 Running a report e Loway QueueMetrics version 1 2 0 b1 Opera Ele Edt Yew Eockmarks 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 ab
295. hed 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 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 sta
296. here in QM e Total time is the sum of the duration of payable session time within 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 Available since 1 7 2 Default page Agents and Sessions Shortcut code AG11 XML RPC code AgentsDO AgentPayableTimeByHour Parameters See also 6 10 12 AG12 Agent Billable Time by Hour Agent Billable Time by Hour Agent 16 17 18 19 20 21 27 Total 8 John Doe 101 34 22 1 00 00 1 00 00 1 00 00 1 00 00 1 00 00 11 00 ee b Export as BE gt mi The report details the billable presence time of each agent over the 24h for which you are running the current analysis 75 Report Details 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 Agents and Sessions AG12 AA SOO 6 10 13 AG13 Agent Session View Agent Sessions View Agent Presence Talk idle Billable Met Billable Sales SPH QC QCPH Cont CPH Offered Answered Conv QConv GoalFirs Firs Ave T L S501707 15 1837 44 7201 3545 0 30 2 oo 18 0 04 1 00 73 62 ABRE 5000 5 12 14 45 Bjorn Boe 141 AMM 150058 3432701 3505 hig E
297. hold the QA_TRACK key 21 22 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 the 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 pa Start wallboard i gt Custom report Run custom report t Agent report Filtered for agent z Today Yesterday The day before yesterday Last day Last 7 days Last 30 days Last 90 days Pb Quality Assessment i Run QA Reports g t Edit QueueMetrics settings Administer users Edit queues Edit agents Edit locations Edit call outcomes Edit pause codes Edit GA forms Setup wizard Load data from Asterisk Mysql sto information Agent Awareness manager mI k Show licence information reicarech 213 Editing QueueMetrics settings By clicking on i
298. hould be enough to get most systems started e ADMIN is for the system administrator only and lets you do nearly everything including system configuration e MANAGERS is for most QM users the ones that have to run the reports and monitor real time activity e AGENTS is for individual agents logging on to their web page VISITORS is for visitors accessing the simplified real time page e ROBOTS is for automated data download The administrator can start a security key wizard by clicking on the button HandleKeys For more information on this wizard please refer to the previous paragraph 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 Demo Admin Administrator SIE S G F amp O Your Logo QueueMetrics call center monitor Home CigUsers CigQueues CigAgents CtgAgentGroups CigLocaions CfgOutcomes CigPauses CigQA CtyPeriTikRules CigReporis CigR CIgDNIS Queues Configuration Filter 7 Search Create New Page 011 nn E Alias Queves s Wrap Amn Key FP Agents EE 00 Al outbound queue test q1 02 300 400 401 Os Os 2 0 0 pr inbound 300 Os os 2 0 0 Ri1 Feb E Nion pi2 K2352 0003 Da Oa a Pb 12 puitbound 301 ouibound s Os 2 0 0 At F e BO Test queue
299. i Queue N Calls a b Export as E If more than one queue is in use for the report this graph shows the relative magnitude of each queue either in a numerical than in a graphical form Shortcut code UNO4 XML RPC code KoDO UnansByQueue Parameters CI 6 3 5 UNO5 Unanswered outbound calls by agent Unanswered outbound calls by agent Agent N Calls gt agent 104 1 100 0 Export as lt gt This graph shows the relative magnitude of unanswered outbound calls grouped by agent Shortcut code UNO5 XML RPC code KoDO OutboundKo Parameters See ao OOOO S 48 Report Details 6 3 6 UNO6 Unanswered calls distribution by length Unanswered calls distribution by length o 5 10 15 20 30 40 50 60 FO BO g0 100 110 10 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 20 3 PI Within 20 seconds 18 3 64 3 24 3 MW Within 30 seconds 24 6 85 7 32 4 MW Within 40 seconds 27 3 56 496 36 5 A Within 50 seconds 27 0 36 4 35 55 Within 60 seconds 26 1 100 0 37 0 PM Within 70 seconds 28 0 100 0 FF Within 60 seconds 28 100 0 37 E Within 90 seconds 28 o 100 0 37 8 A Within 100 seconds 26 0 100 0 Fe Within 110 seconds 28 0 100 0 37 06 Wiihin 120 seconds 28 100 0 37 0 WII This report is functionally equivalent to Service level agreement in the Answered cal
300. i 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 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 6 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 N Calls John Doe 101 HS 15 77 es agentii 0d 215 155 M senti 04 a a ca A an PExportas gt 0 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 re
301. iated 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 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 The current WombatDialer campaings for the queue see below 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 CHOA 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 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
302. ical 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 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
303. ie indi tran teu date dimne hae iseda diaria dicedale ci uba das 154 13 30 Grader calibration TEDOS xr c 1iccc auc dracitecdiet nates tendons eiii iria thease bee idineaied gree Dedica deca 156 14 Payrollidata mM QueCUCMEINCS esscorsacionadaca leader liada Pres N dda inicaswhadaadinndabed cata Dicadatins seen tee didas 159 Tela TOW IE WORKS 263508 hac ra naG2 dead aed Rag tie cies ened See aac edamd nig Rowe Mea EEE DRG Oded aud Mee Ree Aa ane etade AaGdseed ea 159 142 Pay Ol WED Dades ahcscctieniectsdedaneaunaeten hidedena toate adi cial nidad tardan dans teed 159 143 Editing the system queue log Tile anc tits ts Penne ane di o trat ad dd ala 163 14 PAS COMMG OG A dese nied tea aes A whe Maes ae Aided ance take 163 19 MUItEStINECalS ceca catas tren nate dde dde Ura taedincantad tine sawadie id is lla wad 164 151 Limitations and side emeciS csi ccG contac reee perio dada cercada 164 15 2 MUMS calls In QUEUE MEMOS caca diri dl ii adi EAE RATAR RARE 164 16 TNESVISHOES PAYO ec ete asn2icadnnelsshaine diced ide dia didas lalalala ida cdi 166 161 Setting Up VISITORSin a reallife SCCNANO sacra iin dusts tada ii as dia 167 PAE ESOS 5 paenanGecincans aisunatind deemed eae Raa dicate nies Seeder dedet ane pues daedine ined ieemtae te tnd teen taedide lana seeeaaeees 168 18 Automating statistics download the ROBOT profile ccc cece cece eee e eee ee eee eee ence eee nn eee e esse eeeeeeeennneeeeeseneees 169 18 1 Generate PDF and XLS re
304. ies 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 to 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
305. indows 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 230 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 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 s
306. ing 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 own 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
307. ings 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 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
308. ion 6 12 8 OUOS Call results by feature code Call results by feature code Feature Goal Total Ftr Conv Taken Avg Talk Avg Wait Sales Cont QE CONWY QCONY Lost Avg Wait Di 155 5 132 1007 0 05 Fr 35 3 51 30 ELETE 34 0 15 SPREE SA 123 Be Til Bsa 0 05 TI zs 1g 4 239 57 898 w 34 0 15 SA Househeider le J 10 26 id 037 0 08 B E E 100 00 IDLO 2 D 4 2334 E HotBles rep W 28 td 0 62 E E z 100 00 iima y g A 314 Sales Tarpez 3 i 2 022 004 i 1 i 100 004 00 00 D A 023 Coses poo much 13 14 13 206 wig E E 62 30 b250 ss g 34854 a Renny haver rj 18 7 5133 oun 4 2 100 00 TOD Aj 124 a b Expect as W E E This data block displays calls aggregated by feature code The first line reports the figures for all aggregated call The second row marked with the dash code as feature counts aggregates for all calls with no feature code assigned The columns show e The feature code name Goal Not goal flag for feature code Total number of calls aggregated e Feature conversion factor counted as ratio between the total calls and the call flagged as contact e Taken calls Average talk time e Average wait time on taken calls 85 Report Details e Number of calls flagged as sales e Number of calls flagged as contact e Number of calls flagged as qualified contact e Conversion ratio e Qualified conversion ratio e Number of lost calls e Average wait on lost calls e Ratio and histogram for t
309. ion 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 up the phone when ringing QueueMetrics starts to analyze RINGNOANSWER verbs when the configuration key default ignoreRingNoAnswer is set to false 241 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
310. ips 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 Installing 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 gt 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
311. irst 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 two calls and two 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 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 qu
312. is 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 section 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 w
313. is up to the PBX dialplan to add a tag signature in the queue log for more information on that please refer to this paragraph Section 24 18 Adding TAG information to calls Tags associated to a call will be shown by QueueMetrics and decoded following the tag list defined by the administration page as reported below 191 Editing QueueMetrics settings ics ee fe Agents CfeAgentGroups Cfg Locations Cfg Outcomes Cig Features Cfg Call Tags Cig Pauses CEQA Cfg Per Trk Rules Cfg Rep Call tags Filter Search Create New tems found 5 Page 1 of 1 Tag Description Key campio TV AD copy 1 F camp5 TV AD copy 2 campa TV AD copy 3 e tagl NYT AD copy 1 TG1 tag NYT AD copy 2 TG 7 hems found 5 Page 1 oF 1 Create New Loway By clicking on Create New button or on the pencil icon present on each tag code row in the list a user can create or edit an already present tag description Tags definition listing is available only for users holding the USR_CALLTAG security key 21 9 Configuring pause codes The agent s time is defined in QueueMetrics as made up of different 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
314. isteners ClassicQMListenerRT 229 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 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 Th
315. it also logs you off from the current session 124 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 metrics 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 Away 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 work
316. it 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 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 QueueMe
317. ithout 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 servers 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 clust
318. itical 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 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 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 172 Storing queue
319. ition 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 Days Agent 5484 2007 06 21 06 26 2007 06 23 06 25 2 0 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 174 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
320. kID 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 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 101 243 Configuring Asterisk for QueueMetrics e QMUser
321. king 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 the 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 Y Ayen ivi Call Status Waiting Talking 0 02 0 12 Caller Queue 204 A300 300 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 Start of call Waiting Talking Caller Queue URL Transfer to Outcome CS AFI 14 21 44 0 10 0 35 200 A300 300 amp TV AD copy 3 P lo 14 21 04 0 04 0 22 202 A300 300 amp 2 EEO E T TV AD copy 2 E bo 11 52 46 0 03 37 40 204 A300 300 a interested _ 1 15 32 38 0 06 1 00 204 A300 300 a Householder only on the EA basic solution gt be 14 50 42 0 06 23 39 204 A300 300 amp EA Calls are chronologically ordered and the first row is yellow marked for live calls The icon shown in the first column reflects the queue direction inbound or outbound calls Since QueueMetrics 15 02 the list reports also outbound calls that are not answered by the calleed like the second call in the example below where the talking period is n
322. ks exten gt exten gt exten gt exten gt exten gt 22 1 Answer 22 2 NoOp QM Pausing Agent AGENTCODE with pause YA reason S PAUSEREASON made by S QM_LOGIN 22 3 PauseQueueMember Agent S AGENTCODE 22 4 System echo EPOCH UNIQUEID NONE Agent AGENTCODE PAUSEREASON PAUSEREASON gt gt var log asterisk queue_log Dh a SS 23 Agent unpause This extension unpauses an agent The variable AGENTCODEis defined The following example explains how the feature works exten gt exten gt exten gt exten gt 23 1 AnSwer 23 2 No0p OM Unpausing Agent S AGENTCODE made by 23 3 UnpauseQueueMember Agent AGENTCODE LE QUO ISOM LOGIN 259 The queuemetrics context e 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 th
323. ks List Task Detail QA Scored Average score 87 40 Call graded Form SecondForm Date 2015 05 19 Time 12 22 11 Queue 300 Score 87 40 Nokes View Process Dispute Reject Edit Note Task info From To Created on Validfrom Expireson Lastupdated Status Process Field lagem Blagenv 101 2015 05 19 2015 05 19 2015 05 26 2015 05 19 Tao Loway 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 like 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 121 QueueMetrics Tasks 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
324. l Within 90 seconds 1823 0 100 05 Within 100 seconds 1823 o 100 05 MO Within 110 seconds 1823 o 12 S Within 120 seconds 1823 a 100 05 P gt Export as lt gt The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 7 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 1 6 0 Unans UNO7 KoDO InclusiveSLA OK04 UNO6 UN18 Inclusive Answered SLA 6 3 8 UNOS Unanswered calls by key press Unanswered calls by key press Key N Calls t 123 50 0 T 123 50 0 O b Export as 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 Available since 1 6 0 50 Report Details Default page Unans Shortcut code UNO8 XML RPC code KoDO ReportKoKeyPress 6 3 9 UNO9 Unanswered calls by stints Unanswe
325. l 0 03 18 6 05 21 0 06 59 3 dabis 50 00 5 11153 A 23 nat sesh 100 1055 55 O34 40 54 40 0 10 0 31 o ooo o 0 00 o ooo 3 2 0 00 0 00 o Do oen H F Export as El This report shows a set of calls aggregated by agents It reports session information and shows for each agent the main figures for aggregated calls related to that agent The first row reports the overall aggregated values Each row in the report shows e The agent name the first line contains all agents information e Presence calculated as sum of all agent sessions so including pauses time e Talk time e Idle time calculated by subtracting pauses and talk time from the presence figure Billable time Not billable time e Sales the number of taken calls flagged sales e S PH Sales per hour the number of sales per hour ratio QC the number of taken calls flagged as qualified contacts e QC PH Qualified contacts per hour e Cont number of taken calls flagged as contacts e CPH Contacts per hour e Offered Overall taken lost calls Answered taken calls e Conv convertion ratio e QConv qualified convertion ratio e Goal Ftrs number of goal flagged feature codes found in the call dataset e Ftrs number of feature codes found in the call dataset e Avg average talk time e T by clicking on that icon a popup with the taken call list used to count the aggregated is shown L by clicking on that icon a popup with the lost call list used to count the
326. l be non scoring as you are gathering information and not evaluating an agent s 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 movable
327. l 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 The 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 Suppor
328. l 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 facade 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 135 The Agent Awareness subsystem AGAW 3 Loway OvevedMetrics version 1 4 3 AMM6 b7 Mozilla Firefos Bie 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 4
329. lD 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 QMAudio 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 possi
330. la 2222 Andrea ToT Teresa Check all Next gt OW ay Loway Research QueueMetrics call center monitor 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 button 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 O Your Logo Sl E E 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 QuevelMetncs Agent code 5003 5005 5006 5032 Password Full name Server 33 Ernesto 5555 Giuseppe 5555 Antonia 2222 Andrea Demo Admin Administrator Y F E QueueMetrics call center monitor 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 qu
331. lempts 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 Oz 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 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 10 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 10 2 ACD attempts by queue The following metrics are extr
332. les 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 Performance 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 202 Editing QueueMetrics settin
333. lients assistance REL How accurate and relevant was the informa on provided HEL Was addtional help offered with enthusiasm PRO Was the problem resohred on first contact Pid the pana manama kena tardado QA grading is enabled only for agents holding the security key QA_TRACK 8 7 9 Outcome code panel Each call can be flagged by an outcome code and if the enabled by a set of feature codes 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 Run pushbutton If feature codes are enabled and available they are shown in the lower part of the dialog Available feature codes associated with current assigned outcome are shown in the dropdown To add a feature code a user should select it from the dropdown list add an optional note on the textbox placed on the very right side then press Add button As soon as the feature code has been added it will be shown in the list on the lowest part of the dialog Each feature code has its own red cross mark that can be used to remove the specific feature code by clicking on it Multiple feature codes can be added to a single call If same feature code is added WA Value PVA ANNAN RRA Ss several time to a specific call only the last version will be shown in the reports 111 John Doe iL Transfer 2 gt gt e gt p gt The
334. llable 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 Export as E 0 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 27 Running a report e The total billable and not billable pause times 4 12 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 pa
335. lly 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 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 O OOOO S 53 Report Details 6 3 17 UN17 Call Overview Call Overview Queue Calls Calls Calls lost Average call Total call Average call Total offered answered length length waiting time waiting time Total B 3 a 0 16 0 0 0 11 0 0 q 2 2 0 10 0 0 0 11 0 0 My_ ql 4 3 1 0 20 0 0 0 12 0 0 Expotas EE o 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 e Calls offered total number of calls in the period to hit that queue e Calls answered total number of answered calls e Lost calls total number of calls that have not been answered e Average call length it computed only on the talk time of answered calls expressed as MM SS e Total call length the total cumulate speak time for each queue expressed as decimalized hours e Average wait Q the average wait time for both answered and lost calls e Total wait Q total cumulate wait time for answered and unanswered calls expressed as decimalized hours In the first line there i
336. load 7 15 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 3 100 and use the user dial with password bingo to log on 7 16 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 98 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 ans
337. ls section see Section 4 7 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 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 UNOG XML RPC code KoDO UnansByLen e 49 Report Details 6 3 7 UNO Inclusive SLA computed on both answered and unanswered calls Inclusive SLA computed on both answered and unanswered calls 0 10 20 30 40 30 60 70 50 20 10 11 12 Hangup N Calls Delta oe Within 10 seconds 1561 85 6 Wan Within 20 seconds 1823 262 100 0 rn Within 30 seconds 1823 0 100 0 lnm Within 40 seconds 1823 oO 100 05 ene eee Within 50 seconds 1823 0 100 095 II Within 60 seconds 1823 0 100 0 PR Within 70 seconds 1823 0 100 0 PI Within 80 seconds 1823 0 100 0 ccaceataceaeeeeeateaeeeeeeeeaeeeeeeeeemmeemenee
338. lt 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 display a missing database error for a few seconds and will then automatically jump to the database creation wizard Installing QueueMetrics pa QueueMetrics call center monitor i QueueMetrics JDBC connection tester it looks like you dont have a working JDBC connection Queuehletrics 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 Creale 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 jdbe mpsqluilocalhost queuemetrica session anablas
339. lta 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 8 4 Inclusive Service Level Agreement 4 7 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 agent was freed again or 19 Running a report e The call was ongoing at the time the report was run 4 7 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 fer gi 643 ADIS H Export as YE a gt Answered calls by direction Direction N Calls G inbound cals o BD Outbound calls 0 reesei 1157 PExportas o Answered calls by stints Number of stints N Calls ber PExportas gt 4 Report details answered calls Total rows processed 1287 Detail 4 7 5 Answered calls by queue If more than one queue is in use for the report this g
340. mePageNews Enable Disable the QueueMetrics news block present on the home page default disable_directlogin_to_agentpage If set to true users holding AGENT and NEWAGENTPAGE keys are not directed to the Icon page when logging on QueueMetrics since QM 14 10 5 default wombat agent_recall_ enabled Enable Disable the access to the Recall Scheduler panel in the Icon agent page since QM 15 02 4 263 System preferences SMTP settings All the settings for your SMTP host Used by QueueMetrics to send reports by e mail default smtpuser Optional username needed to authenticate to the SMTP host default smtpassword Optional password needed to authenticate 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 al LE sla max_monitored_delay The max delay and interval that will be shown in the SLA graph graphs stint 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 o
341. mically 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 y 3 NS Alice Individual agents e Ls A Logo 10 Metrics E Agent activities Mozilla Firefox E MEn Px 1 oniter Ji http localhost B084 queuemetrics qm po tr Active calls Agent add member Agent s code 300 Agent s queues All Assigned Reiano Logon Log of Addl Entering at Waiting Talking Caller ID i 02013 1240 31 0 13 0 32 104 Luco me Call Details Signal Pra n order to mantain session infor AICA Completato mise AS Lowew Aeseerch 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 v
342. ml 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 success 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 sh
343. mmary 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 ete asterisk agents conf Queues conf etel asterisk queues conf Users conf optional etc asterisklusers conf Queue log Ivar log asterisk queue_log Mext gt Loway Loway Research When you have selected the source you want to be read click on Next button You will be redirected 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 Demo Admin Administrator D PE 1020 QueueMetrics call center monitor Source gt Agents gt Users gt Queues gt Summary gt Ready The specified sources have been succesfully read ree areb 214 Editing QueueMetrics settings 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 020 am Ed a aseo Demo Admin Administrator B 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 5001 5003 5004 5005 5006 DOF 5032 ESF Password Full name Server 1111 Giovanni 33393 Ernesto CEET Marcovaldo tt GlSeppe 6656 Antonio EE Rober
344. n The paged mode uses way less memory and is quicker to use than the full list as in Section 6 2 1 ODO1 Queue 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 13 03 Details of answered calls ODO3 Section 6 2 1 ODO1 Queue details and Section 21 20 Configuring paged call lists 6 2 4 OD04 IVR details paged IVR call details H om 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 666777 Q 11 22 17 50 00 ine 1 lt 1234 gt 0 30 14 555777 x a 11 21 18 50 31 0 00 1 Q 11 21 18 50 45 0 00 1 Q a Export as E Current page 1 1 Eo 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 45 Report 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 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
345. n 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 cannot change their Agent Code and Current Extension fields if already logged on a queue this feature may be disabled setting a specific configuration key see Appendix D System preferences for realtime configuration parameters 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 Hourly break Pause Unpause A pause can be associated to an undefined code only if specified by a configuration key set otherwise the agent must 13 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 OUT Spill 7 Number 94820000 Q 109 The real time agent page An agent can start a call by typing the number in the text field then selecting the appropriate ou
346. n nike rain de dira li nee wand 209 21 19 Configuring GBTs Computer Based Training sscai nienia tesetceeciadacce sees ace diia RO ecards 210 21 20 GOMIJURINa pagedicalllisis radicadas dieta rita dios 210 21 21 Configuring the new Real time Agents Page ooocccccccccccccccnnancccnnnnccnn nr rr rr 212 21 22 QUEUCMEIICS COMIGQUIATION WIZANG dista seda a 213 21 23 Unattended QueueMetrics configuration and Update oococcocccoccccccccccnnncnnnnnrr rr rr 217 212A COMMGUIING System preleronces restricted diari ltda 218 21520 Stalling the AGA VW HUMMER secs dite tain tron cee iaa dica lardiea dalla ia dedicas 218 21 26 Using the Db Test DiaGnOStiC TOOS arrienda astra di dimitir dicas 221 21 27 5yStem audit log MSpeci aera laica lea cicaniad docto iicaidicads 224 22 Listening to calls using Pluggable Modules PM ooooooocccccccccccccccnnnnccccnn nc 225 222 PMS to matei Recorded GallS usietao carita drid adri dear ANAR 225 222 PMS 10 Match Eve Calls ico docenas fetes e deed aan Bees See eat tae Beau ied deeaand iberica iii dias 229 23 EXPONO Call sets trom QUEteNeteseccstal dada idad calada tido 232 dl EXPONO calls amO VEIS W aos cotnisoiina reinar italia iia dalla cirio ae iria s c 232 2d EXPONNG Calls IM Prace kossies dient dedicar lanes bake dada dina diia lina eddad ange sae anne 233 2339 OUIDUL TOMMAL ctescctska ncG2scud radares aii datar aah beddindanad asa need 234 234 Available IMpPleMenOrs s2i0 ccctotardd
347. n properties fille Please see Appendix D System preferences for further details 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 See section Chapter 21 Editing QueueMetrics settings tor further details By clicking on Show inbound calls the agent is led to the inbound calls page re Sees Alice Individual agents Y i Eb O Your Logo QueueMetrics call center monitor i Active calls for agent Alice Agenti300 Agent is currontiy logged on queues 200 Te H Reloadnow Logon Logot Add Member Remove Member Pause Unpause Dial Entering at Waiting Talking Caller ID Queue URL Status Transfer to Outcome 03119 10 15 37 0 03 0 09 104 Dutbound 100 Terminaled 0319 10 15 25 104 Outbound 100 Fo 03119 10 14 57 104 Outbound 100 a Queue AGAW related info Sales Inbound AC1 0 05 0 00 WF 0 00 4090 CPH 20 0 OCPH 20 0 5PH 10 0 0056 0 COW Call Details Signal Problem Unused Secretary tion this paga w automatically COREANO NOR
348. n 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 D Mo 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
349. n the red icon in the list header 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 Send a Coaching Meeting task to the selected agent A grader may want to send a Coaching Meeting task to the specific agent the report is referring to This can be done through the Send Coaching tab A Coaching task is defined by a Title a Message and a task date The grader can optionally specify a coaching duration in seconds a note visible to the agent and a reason text hidden to the agent Pressing OK generates a new coaching task with the information provided The task will be placed in the history table after completion 13 2 Finding calls to be graded This is a separate page accessed by users holding the QA_GRADER security key Last 36 days Last Yu days Quality Assessment Run QA Reports Grader s page Performagly Tracker Training and Coaching QA graders page is to provide graders with a tool that will help them in finding which calls are to be graded Calls can be searched by specifying several targets per client per queue per agent and per agent group Each target can be expressed as an absolute minimum a percentage or both Default targets are expressed e Per queue or set of queues e Per location e Per individual agents that is the minimum required for each agent e Per call outcome see Section 21 6
350. n 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 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 o A Logo Homa l Answered Unans Area Att Distrib Agents Demo Admin Administrator Y p E QueueMetrics call center monitor Outcomes All Report Details Atomic queues considered 00 All Period start date Period end date Total calls processed June 22 2007 0 00 June 22 2007 23 59 1702 75 0 ans 26 0 unans Answered calls Calls fully within the given time All calls interval PL calls answered by operators Laie N calls answered by operators 1 26 Average cal lengik 6005 Average call length 6005 Boies oal length 0 30 Meis call bengh 0 30 Mt call length 330 Bii c
351. nced 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 the 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 mana
352. nchronized with Asterisk server system clock default max_realtime_age How old a call can be included in real time report 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 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
353. ndard 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 database 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 173 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 SES 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 wi
354. ned in Section 21 24 Configuring system preferences 3 1 License information Pressing the Licence information label a page like the one below is shown 11 o tour Logo Home Software release Licenced to Maximum licenced agents Licence expires on Operating System Java Runtime Loway TPF Language pack Logging on to QueueMetrics Demo Admin Administrator Or amp QueueMetrics call center monitor Li inf tion Loway QueueMetrics 1 4 0 betaz SvilInternoQMi3 9999 2007 08 25 0S Windows XP Ver 5 1 x84 Version 1 4 2 Vendor Sun Microsystems Inc Class Version 48 0 Java Home C Programmi j2sdk_nb j2sdki 4 2 jre Version Revision 1 98 Build 1169 D 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 e 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 The following high quality Free Software libraries and components are ured by this werk fdstribuited under the LGPL as of paragraph bo of sald loenct Tha Silk con sot by Mark James Litented under a Creative Commons Altyibation 2 5 Li
355. ng 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 272 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 mode O p gt 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 273 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
356. ngly the User key list in the user definition page 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 Class name t ADMIN AGENTE ROBOTS SUPERVISORS Sy Sor VIET ORS Filter Description Acrmantetraboe biiridusl agers roti Agent mpv E L Sysop Hicernal Liters Wisbors User Classes Create New Search Keys USER GUBUE_AN USR_AGENT USA QUEUE UGFADMEN REALTIME AGREP CALLWOMTOR USR LOCATION USR _OUTOOME USR POODE ATLWE CHPASS Aa MON ALTAJ HON WIS USR My SOL AGENT CHPASSAD USER QUBUE_AN USR AGENT USR QUEUE USRADMIN REALTIME AGREP CALLWOMTOR USR LOCATON ROBOT USER SUPERVISOR REALTIME GUELIE_AM USER SYSOP LEER QUEUE AN REALTIME AGREP CALLMOMTOR RILWE CHP ASS 0 WESITOR Show users User T SSS RR 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 182 Editing QueueMetrics settings User Detail Class Id Class name ADMIN Description Administrator Keys USER QUEVE_AN USR_AGENT USR_QUEVE USRADMIN REALTIME AGREP CALLMONITOR USR_LOCATION USR_OUTOOME USR_PCODE RTLIVE CHPASSWD MON_ALDIO MON _ VNC USR_MYSOL Created by Last update Number of users belonging to this class 1 Save Back Hen No class can be deleted as long as there is at least one user that is member of it The default classes s
357. ning 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 13 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 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 O5 Number of Qualified Contacts reo loci ele gt oe dead leds focus cate OCPH 0 Vogon time no bailable pause Eume SPH 58 logon eime mee oa lease came Conversion indexes are calculated as SE SO 31 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 3 0 41 1 Caller John Doe 101 1 141511604 a 2 0 10 1 023 a Call Detail Mozilla Firefox E y 0 08 1 2461 http localhost 3084 queuemetrics qm popup_call jsp H 0 06 1 14531 A mM 0 02 1 z 730 Call detail Markers Call e OA 5 0 09 1 13371 12 0 16 1 1 60 Asterisk Call ID 1415271119 20 12 0 11 1 1185 Date and time 11 06 11 51 59 i E Poe
358. nswered calls The unanswered calls detail is quite similar to that of answered calls 1 Demo Admin Administrator So O F a Your Logo QueueMetrics call center monitor SS ee Home Answered Unans Area At Distrib Agents Outcomes All Detail of unanswered calls Report Details Atome quevue s considered 00 All 1032 gi q O OPS queue ops O Test queve test Period start date February 19 2008 00 00 Period end dale February 19 2008 23 59 Total calls processed 5 0 0 a a 100 0 uname ma analysis Return Queue details Export as E 6 Date Agent Caller Queue Disconnection Position Wait Pos Attempts Code Key Stints Srv D219 JohnDoe BASS qi bendon 0 io 0 0 1 d 181546 101 0019 57341 q Abandon 0 10 0 l anl 1615 59 0279 4506251 42 Abandon p 0 10 u o 1 16 16 10 029 MkeBoo 2421871 ql Abandon D 0058 0 a 1 cl 16 16 28 102 0219 S7161 al Unanswered yet 0 022 0 0 1 ws 18147 25 The following data are shown Date and time of the lost call e The Agent that placed the call if its outbound or blank if inbound Caller ID Queue that handled the call 35 Showing call details Disconnection cause Position at disconnection if available e Waiting time before disconnection if available The initial position of the call when it joined the queue if available e The number of Agent attempts made before disconnection The call code if entered this might be added a
359. nt Save to confirm 3 To assign the SSAREPORT key to the 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 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 l Qeme Adran Adtanmntiaior a gt of F tour pen QueueMetrics nie mo Heras 6 Cigilisess Cig Qimees Sigtgenis CtgdgerGreups 4 Cfglecadons CipiOulcomes Chase 869g GA g Part Trius CigMegoria Sige a es Self service agent reports for queue Q Test Agent code Description Assigned spartio Js Doe 101 iv ageriiin Mis Bos Iii UMEE arr See Beck io queues When assigning reports
360. ntering 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 shown 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 Dama Admin Administrator ol PES ED a a lr tere QueueMetrics call center moniter Home CR Custom report analysis Report Details Call filtering criteria Hourly slot minutes 15 SLA mhial period o Z SLA indial meral 5 SLA max penod 120 SLA interval 10 Run custom repart Start realame montoring Lis Calla Loway Lowey Research Custom Reports maintain the latest query parameters entered even when a user logs
361. ntrol 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 17 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 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 208 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 an
362. nual tabla maintenance Install naw 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 So 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 125
363. nute resolution or optionally e Time period a fixed time period in the past you want to analyze e 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 cluster e 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 e 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 14 Running a report 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 4 3 1 Call search criteria A number of criteria can be specified to better zoom in on a given set of calls e 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 e Call features lets you select a call feature code Call tags lets you filter by call tag Variables lets you filter by a generic variable
364. o 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 deserunt 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 161 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 1
365. o search Starting from position 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 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 Paamees Seeaso EEN 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 z 1 2 30 2 30 0 10 b Export as 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 Parameters 6 5 3 ACO3 Detail for unanswered calls Detail for unanswered calls Area code Caller id Lost calls Average wait time per Average position call 55 223 0 09 1 0 b Export as lt gt 57 Report Details This report shows the unanswered calls grouped following the rules defined in 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 answe
366. o true to see all agent sessions 6 10 1 AGO1 Agent session detail Agent 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 70 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
367. ocations Gig Outcomes Cig Pauses Cig QA Cig Perf Trk QA Items Editor Engagement code ILIS 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 10 mprovel60 Saisir 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 code 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 13 3 Item value type Numeric A numeric value type must be an integer number between 0 and 100 extremes included 21 13 4 Item value type Yes No A Yes No value stores 0 when set to No and 100 if set to Yes 21 13 5 Item value type Combo This lets you create a drop down selector asscociating each entry with a given value 201 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 14 Defining agent performance ru
368. ohn Doegatfinity In this mode the returned string is encoded as an Asterisk hash see below This way all the results can be read at once Notes e It is important to make sure that the HTTP error case is handled at the dialplan level in case QM was unavailable at the time of the call e It is also important to set a quick connection timeout through CURLOPT lt option gt to make sure that if QM does not answer quickly the default case is handled The trivial format used in the response makes it possible to use the service using the command line curl or by using a trivial scripting language The user parameter is mandatory and requires a valid QueueMetrics username and password separated by a This is needed because the API will be publicly exposed The user must hold the security key PBXAPI In order to avoid security risks the user should be custom made and assigned to a class that only contains the key PBXAPI This way the user will be able to log on to QM but will have no actual grants but logging off Asterisk hashes When querying an Asterisk hash the result is built as a string so that you can do Set HASH numinfo CURL myurl1 to load the results from QM and then parameter e g action can be read as SAS o In order to avoid issues when returning data from QueueMetrics in the HASH format e Data is returned as UTF8 e All special characters in the returned strings will be replaced by and underscore Those b
369. on 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 8 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 21 Running a report 4 8 3 Unanswered calls distribution by length This report is functionally equivalent to Service level agreement in the Answered calls section see Section 4 7 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 24 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 8 4 Inclusive Service Level Agreement The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 7 2 Service level agreement with the difference that it is computed taking into consideration both answered
370. 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 18 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 101 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 209 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 19 Configuring CBTs Computer Based Training Users holding the key USR_CBTS can edit the list of known CBT URLs and names Demo Admin A
371. ored 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 pl 253 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 204 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 note 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 255 Appendix B Security keys The following security keys are defined E USE
372. orm 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 151 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 date August 08 2014 16 00 Scoring rules Test AVG score Avg QA Form lUReporrForm Agent Score SPH OCPH CPH Sales oc Cont Conv QConvw N Call Forms AVG Flunked Calls length Score B john 5673 000 0 0 00 24 24 26 6 8 10 227 1 56 22 20 756 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 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 contrib
373. ortcut code AG04 XML RPC code AgentsDO AnsCallsQueues Parameters See ao 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 72 Report Details e The cumulated call time for each defined location e The ave
374. ory Multioption Item EA 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 inserted 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 13 2 Configuring QA items The set of items that are selectable
375. ossible 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 Meal 10 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 MONITOR E ANO OMA GEN TEE AS OMA CAN TE acen 11 5 No0j OM TOC OL LOS Y sesecil gt Lil 6 Cliciasioy SM ENT CODE exten gt 11 7 Hangup this may have important security implications 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 Zi Answer Saa 12 2 NOS OME Siena scale Starcom gt CAS A on call CARETO agenk Ss AGENTCODE made by gt OM T TOCGIN
376. otal calls the row is reporting compared with the overall total call in the report All columns are client sortable Available since 15 09 Default page Call outcomes Shortcut code 0U08 XML RPC code OutcomesDO CallResByFeature Parameters See algo O O O O O O O 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 6 13 1 IV01 IVR Traversals IVR Traversals IVR path N calls IVR goal report Success rate Hangups Attrition rate iwr 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 22 2 2 100 0 0 0 0 iwr 9 1 0 0 0 1 100 0 21 1 0 0 1 100 0 IWT xC 3 0 0 0 0 0 0 31 3 o 0 0 0 0 0 Wi x gt mr 8 J 1 33 3 2 66 7 Be 1 0 0 1 100 0 23 1 0 0 0 1 100 0 24 1 1 100 0 0 0 0 b Export as 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 numb
377. ound Main OOPS inbound Main Test inbound Mar The AgentQueue association can be edited 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 188 Editing QueueMetrics settings Home CfgUsers CfgQueues CfgAgents CfgLocations Ci Outcomes CfgPauses 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 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 eith
378. ove 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 specific 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 23
379. ow the Issue level 13 1 1 Dynamic drill down To make the grader s 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 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 top of the page the grader can take remedial actions using the form displayed below Tracking Agent detail for agen
380. page Shortcut code XML RPC code Parameters See also 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 MN Lunch 260 6 20 41 1 28 0 20 2 40 25 75 PR gt 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 algo UD 6 12 5 OUOS Detailed agent report Detailed agent report Agent name Avail Bill NonB Sales Qc Cont SPH QCPH CPH CONY 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 amag 100 0 0 00 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 83 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 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
381. pathise 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 13 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 13 2 Configuring QA items for further details for already scored forms As soon as the form has been graded
382. perty making it possible to run this reports based on 30 minute 20 minute or 15 minute intervals Default page Call distribution by hour 64 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 4 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 2
383. pervisors 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 specific 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 159 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
384. 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 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 63 Report Details XML RPC code CallDistrDO AnsWaitPerHr
385. ports 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 17 i Running a report Afh Demo Admin Administrator WE SOR F amp Your Logo QueueMetrics call center monitor Home Answered Ans Dt Unans Unans Dt Area Att Day Hr DOW 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 48 0 unans s8 e Multi stint calls joined together 6 an All calls f All calls N cals answered hw nnerators 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 7 Understanding results Answered calls The answered calls section deals with calls that were correctly handled by agents The top panel shows How many calls were handled The average call length i e time the caller spends talking to an operator 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 The minimum and maximum call waiting times on record The tot
386. ports and send them by e mail cccc cece cece cece eee eee eee eeeenee rr 170 18 2 Setting Upa sSelsernvice wallboard icecaracina rain oi riadas iii di tdi ads 170 19 Storia guede data On MYSQL seresa eta ra rta asii irte ricas 172 19 1 Who should use MySQL storage A 172 19 2 Understanding MYSQL Storage iscsi taran Tna aae a bee o A aaa aa a aa Tn ween REDS 172 193 Uploading daa tO MYSQL AAA A T R E E T A a a ARa 173 19 4 Loading data M QUSUSNISIMES eiir acc a a a Ta a E San TE deen dae a n aaa an ace 174 19 5 Checkng MySQL database status reces a na a a a a a A a a aa ae a aA a a dai 174 19 6 Optimizing the queue og table sure he ca adi adria aE ANA E R LAERE 175 19 7 Using the Asterisk Realtime QueueLog subsystem ooocccccccccnccoccccncnccccn cc 175 20 Monitoring clusters with QueueMetrics eritrocitos clta Zeke dba 178 AS pls UPa C e AAA A ead DE E A EN 178 20 2 Setting up the members of the Cluster ciicarosicrirarid dae ir de taa haria de Pies dan deidad e dida taal dae 179 20 3 Setting up QueueMetrics to access the Cluster ooocccccccccccncccccnnncccnn cnn rr 179 20 4 Using the Agent s page with a clustered environment ooooooccccccccccccccnnnnnncccnnncnnn rr n ene e tees ee eeeeeeenenneeeeeeeeeees 179 21 Equina QUSueMe IES SCUINOS esskan ro aries ias trials recio taGdisekaaads 180 eta COMMGUNNG USCIS arrasada disecciones cidad iii 180 212 GING UscreciassES diia iria iia chee e didas incas Di nae 182
387. 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 new browser page e Dial a predefined extension By changing some configuration settings each button can be 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 a eee Alice Individual agents 3028 a Your Logo QueueMetrics call center monitor Active calls for agent Alice Agent00 Agent is currently bogged on Entering at Waiting Talking Caller ID Queue URL Status Transferto Outcome 0243 12 40 34 0 13 0 32 104 Prova 200 Tarminated _ Call Details HL Signal Problem Unused Secretary derio manisin sesion information ihis page will reload aubomalica FEreircare 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 th
388. 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 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
389. ps fg Locations fg Cubcomes Cig Pauses Clg Qi Clg Pari Tik Rules i Cig Reports Gig NA Cig ONIS 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 clicking 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 205 Editing QueueMetrics settings If you click on the edit icon you will see the current report configuration E 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 repor
390. 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 23 Configuring the AMI connection 21 26 3 Live 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 ae2 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 quEua 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 172
391. r 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 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 20 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 Shortcut code ATO1 XML RPC code DistrDO ReportAcd Parameters o o Seas 6 6 2 ATO2 ACD attempts by queue ACD attempts by queue Que
392. r 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 212 Editing QueueMetrics settings The Logon Panel allows to pre validate the agent code and the agent extension needed by the login logout process In 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
393. racters 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 Parameter LOA MO OS A 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 17 Report E
394. rage call time for each defined location e The average wait time for each 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 Spil 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
395. rage wail time before disconnection 10 0 s Min wait time before disconnection 0 10 Max wait time before disconnection 0 10 Total wait time before disconnection 08H Average initial position 1 0 Coverage 100 0 Average queue position at disconnection 1 0 Min queue position at disconnection 1 Max queue position at disconnection 1 b Export as lt gt 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 Shortcut code UNO2 XML RPC code KoDO ReportKoFully Parameters See algo 6 3 3 UNO3 Disconnection causes Disconnection causes Exit with 7 Unanswered Caller aba Cause N Calls Caller abandon 245 49 9 MI Exit with key press 245 49 9 PA Unanswered yet 1 0 2 b Exnnrt ac dEl lt gt 47 Report Details 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 UNOS XML RPC code KoDO DiscCauses Parameters S S See also OUD 6 3 4 UNO4 Unanswered calls by queue Unanswered calls by queue mq
396. raph shows the relative magnitude of each queue Inbound queues are marked with the symbol while outbound queues use the symbol 4 7 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 7 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 4 7 8 Queue position 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 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 7 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 7 11 Detail of answered calls This page shows the detail of answered calls See Chapter 5 Showing call details 4 8 Understanding results Unanswered calls Unanswered calls are calls that were lost i e the c
397. rder 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 extension 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 ignor
398. re coloured following the checboxes status This is usefull to hilite questions where average values fall in a specific set of levels The status of checkboxes are persisted through sessions 147 Quality Assessment in QueueMetrics 12 8 The Training And Coaching Page Users holdint the security key TASK_PUSH_TC will be able to access to the Training and Coaching Page This page is the main access point for sending CBTs and Meeting also named Coaching tasks to an agent or a set of agents It s based on a three steps wizard where the list of users are defined in the first two steps and the proper CBT or Meeting tasks are sent in the third step Agents selection starts by several finding criterias as depicted below QueueMetrics Oy Home TEE Push Training and Coaching tasks Search Agent by Quaue ASO0 w Gy Include queue components LJ agent John Bos iO 4 Location y Agent Group wi Loway e The queue dropdown e If the finder should take care about queues components this is useful when a composed queue is selected in the previous dropdown e An agent dropdown e A location dropdown e An agent group dropdown Each agents mathing the criterias are shown as soon as the user presses the Search button as reported in the picture below oO M t eo Gema Admin AATU TA UCuemetrFICs YourLogo ebBcarse Home TAG Push Training and Coaching tasks Search Agent by Send Tasks 1 he hen he forn 4 oe Gueua
399. re files just recorded are held 228 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 20 10 11 23 This can be implemented with the following configuration define the PM and the search order audio server it loway app queuemetrics callListen listeners 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 diff
400. real time agent page Outcome 14 45 56 Call 209 A300 300 Call outcome Not Available L Laun Feature codes Householde Add E Costs too much 3 Not sales rep irt of call Waitin URL Transfer to Outcome 45 56 0 04 1 02 209 A300 300 A tia a 21 43 0 10 0 35 200 A300 300 hs The feature code sub panel is not shown if not enabled by system configuration For more documentation please see 13 Asterisk interactions on Appendix IV Appendix D System preferences The outcome panel is enabled only for agents holding the security key USR_OUTCOME 8 7 10 Recall Scheduler If WombatDialer is available and the queue is properly configured agents can ask for a redial on a specific call by mean of this dialog Scheduling a recall is done by selecting the number to be dialed this field is already populated when opening the dialog but can be changed by the agent if needed the scheduling time and the WombatDialer campaign An optional note can also be added notes will be sent to the WombatDialer toghether with the rescheduling information For details on how to configure the selectable campaings please refer to Section 21 3 3 Configuring redial services through WombatDialer and the Appendix D System preferences Recall Scheduler Number to dial 204 Schedule Time Today 14 y 40 k Select Campaign RD1 v Notes Schedule 8 7 11 Custom Backgrounds Th
401. rect 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 Calls belng processed Queue Caller Entered Waiting Duration Agent MOH are inbound 201 10 08 58 0 09 ar John Doe 101 dd 3 33 P k 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 91 The real time status panel Calls being processed Queue Caller _ Entered Waiting Duration Agent MOH Srv GH inbound 201 16 18 41 0 04 0605 John Doe 101 P Expor as EE E El ve Agents currently logged in Am Agent Last logon Crete sk Extension On pause Sr Last call On queue i John Doe 104 SAD 15 40 49 Inbound aiaga Inbound F b Export as BE 4 melee dl cise L EL Hangup OWay Eb reneter Sl 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
402. red calls by stints Number of stints N Calls 4 206 100 050 eeE b Export as This graph tells the stint distribution of unanswered calls lt corresponds to the graph called Answered calls by stints Panes sesso EE 6 3 10 UN10 All calls by stints All calls by stints Number of stints N Calls 4 1188 100 05 eee b Export as 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 S See algo UD 6 3 11 UN11 Enter queue position Enter queue position 13 Untracked Position at enter N Calls Untracked 1 0 4 1 ao oo 654 E b Export as BE 51 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
403. red for taken calls in the current reports As multiple skills may be required for the same call or some calls may have no required skill the sum of all skills may be significantly different from the number of calls For each skill the average wait and talk duration of all calls having that specific skill is computed Plus the minimum average and maximum level at which this skill was requested for the specific set of calls is displayed 15 10 Answered calls OK15 OkDO SkillsOk UN19 UN20 6 2 Historical reports Details of answered calls 6 2 1 0DO1 Queue details Queue details Date Caller Queue IWR Wait Duration Pos Disconnection Handled by Attempts Code Stints Srv Tag Feat Vars Asterisk UID 0500 113246 Ii aa 2500 tes Fraj i Caller Bijohn Doe 101 4 a 0 ansien y Dad 1420 57 202 24300 wF E 22 1 Caller Bann Dee oly 1 dale Tr AD copy 2 2 a 14333340671163 Cu 06 142140 200 adie E trig 035 1 Caller Aljohn Dos con 2 Te AD copy 0 a 1439314169 10155 A H paa 144548 209 2300 THI os iz 1 Caller Bijohn Bee 1 01 4 2 a 1433595 46 1200 a hesportas El P i 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 Parameters o o See also Section 6 2 3 OD03 Queue details paged
404. rence 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 day of week Shortcut code DWO5 XML RPC code CallDistrDO StaffPerDOW Parameters seso TC 68 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 S
405. rent 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 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
406. report F Agent report Filtered for agent Today Yesterday The day before yesterday Y Last day Last 7 days Last 30 days Last go days r Quality Assessment Run QA Reporte lit QA forms F Edit QueueMetrics settings Administer users At quaes Edir saanee EA JESIH The system will show the following form 143 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 yf2010 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
407. res 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 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 l Demo Admin Administrator D F amp 0 Your Logo QueueMetrics call center monitor
408. resh is performed an all data is recomputed The following preferences must be setin configuration properties realtime useActivePolling true realtime ajaxPollingDelay 5 realtime useRowCache true realtime agent_autoopenurl true As this setting depends on the Row Cache see The Row Cache Section 21 26 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 questions wil
409. 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 e Integrated soft phone WebRTC enabled currently working only on Chrome browsers and Asterisk11 Webrtc2sip or with Asterisk12 allows agents to receive and generate calls without an external SIP phone 105 The real time agent page e Whole integration with an external CRM and or other custom web pages e Easy login logout and pause unpause procedure e 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 pe Lra heen E C EPA es eume sgena Ind doe dnioe 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 D John Doe 00 35 43 Logged Queues Ext 0 07 3 101 On the left side of the current agent name there s a tooltip appearing via mouseover tha
410. rge 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 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 Tune Java memory for maximum performance see the Advanced Configuration manual 7 10 The real time live page The real time live page can be accessed by clicking on the Live tab next to the Realtime tab 96 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 Queue s 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
411. ribution 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 Start and 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 values are between 24 and 24 hours default default ssarMaxReportPeriod Defines the maximum reporting 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 displayHo
412. rics 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 mwysalhlMocahos buanaet y jdbcomysql docamost quewemetnts restricted aubeReconnect rue amp zeroDatelimeBehavor convert oNull amp ycbc Compliant Truncation taleehuserquevemetnics amp password avacude You can tum of access to this page by l l timg default wewTechinto 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 221 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 26 1 Checking the current system configuration QueueMetrics call cen
413. rmination 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 PE t Date Caller Queue Disconnection Position Wait Pos Attempts Code Key Stints Srv OSA 3 DPS Abandon 1 mig 4 o 1 15417 05A7 30 GDFS Abandon 1 oor 1 o 1 160508 WAT 30 GDPS Abandon 1 roo 1 o 1 MA Daa gt af i DFS Leaner ed yel 24 O HSH 0 1 17 36 53 JRS 37 DFS Abandon 1 ii 4 1 145407 And the same will happen for the real time screen Calls being processed Queue Caller Entered Waiting Duration Agent Sm amp ors 37 151235 t ai PExport ag ll gt 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
414. s 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 25 4 Debugging with Runlogs QMARCH SJARLIB loway tpf 155p jar OMJAR SJARLIB QueueMetrics 1 5 0 jar DIO Se eos old OT grave MS OA gt aaa misc iS Son Mes Eo gt SA ome 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 SARTEN US ao col quenremet aos iomes common Mato Sen wiles apar an 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 chmod atx agaw runner sh agaw runner sh Please note that the script will loop indefinitely so it must be stopped through
415. s dotted quad of the user s 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 user s 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 user s 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 logging on e Text2 The IP address dotted quad of the user s workstation e Text3 AgentCode XXX AgentExtension XXX UniquelD XXXXXXXXXX 2 6 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 user s 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 277 Appendix G Glossary AGAW The Agent Awareness subsystem of QueueMetrics ARA The Asterisk Realtime Architecture Agent a person working at t
416. s 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 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 118 Tracking IVR data ep 10 10 5107 admin contfig php display mmodules 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
417. s a Total line that sums up the values shown in previous lines The following lines are sorted according to the number of offered calls 6 3 18 UN18 Inclusive Answered SLA Inclusive Answered SLA 60 40 20 1E F 0 5 10 15 20 30 40 50 60 70 BO 90 10 11 12 Hangup N Calls Delta Within seconds 1 12 5 Within 10 seconds 3 2 37 5 m Within 15 seconds 1 50 0 F Within 20 seconds 4 50 0 Within 30 seconds 4 0 50 0 A Within 40 seconds 4 Oo 50 0 Within 50 seconds 4 0 50 0 Within 60 seconds 2 0 50 0 Within 70 seconds 2 oO 50 0 Within 80 seconds 4 g 50 0 Within 90 seconds 4 0 50 0 Within 100 seconds 4 a 50 0 Within 110 seconds 4 0 50 0 Within 120 seconds 0 50 0 gt Export as lt gt The inclusive SLA corresponds to the Service Level Agreement metrics shown on Section 4 7 2 Service level agreement with the difference that it is computed taking into consideration both answered and unanswered calls 54 Report Details 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 agreemen
418. s 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 Report Details Custom report analysis Run custom report Start realtime monitoring Call filtering criteria Queue 00 All Agent Report All Reports ll Mi Location Time period bd Agent Groupe Call start date 2015 05 03 8 50 Outcome Call end date 2015 09 10 8 00 Call features File sql PO1 Call tags Preferences Skill Threshold Skill set Hourly slot minutes 30 v 9 o SLA initial period 0 Variables SL initial interval D Asterisk calbid SLA max period 120 Caller SLA interval 10 Wait duration Between and 5 Call duration Between and 5 Disconnection cause ka Enter position Between and Number ofamempts Between and DWNIS WR choice Server Me Time zone offset No offset ia Join multi stint calls Neo wt Non contiguous time SUN MON TUE WED THU FRI SAT d ugod Between and hh mm Between and hh mm Run custom report Start realtime monitoring The meaning is as follows e Queue is the queue or composite queue you want to analyze e Call filtering criteria can be specified by clicking on the title to open it see below e Start and end date let you select the period you want to analyze with five mi
419. sers ig Queues fg Agents tg Locations i Cig Outcomes i Cig Pauses Cig GA Edit call outcomes Staus coda ne Desorption Do not call anymore Secunty kay Counts as Contact Yes Counts as Qualbed Contact Yes Counts as Sale Mo Created by dembadmin 20 02 2007 10 46 Last updated Saa Back Wew 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 Feature Codes For call centers that require to analyze agent performances at a level below call outcome the concept of feature codes has been added since QueueMetrics version 15 09 A user can think about feature code like a sub o
420. 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 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
421. sin zal 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 Even if a queue reset is detected PAUSEREASON for existing pause are applied 245 Configuring Asterisk for QueueMetrics e The agent may either be a fill Agent xxx string or the valid name of an Asterisk channel lt 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
422. ss 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 The 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 217 Editing QueueMetrics settings When QueueMetrics terminates th
423. ss 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 area 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 115 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 callin
424. ss 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 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
425. stalling 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 mysql utils agaw runner agaw runner sh under the QM directory 218 Editing QueueMetrics settings This file must be edited to set its running parameters that are 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 Xmx256M Xms2506M 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 jdbc mysql 10 10 3 5 qmueuemetrics zeroDateTimeBehavior convertToNull amp jdbcCompliantTruncation false amp user queuemetrics 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 RS 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 leak
426. sterisk 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 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
427. 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 261 Appendix 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 26 Using the DbTest Diagnostic Tools page Defaults Property name 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 webloaderpbx Enable or disable the web gloader feedback actions generation Please refer to the WQLoader USER MANUAL for further information 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 default end_hour liveclock enable If live clock is enabled the system clock is sy
428. t Available since 1 6 1 2 6 3 19 UN19 Required Skills for Lost Calls Skill Required N Calls Percent Avg Wait Avg Talk Min lvl Avg lvl Max Ivl German 1 100 0 0 20 0 00 30 30 30 Italian 1 100 0 0 20 0 00 70 70 70 This data block displays the skills that were required for lost calls in the current reports As multiple skills may be required for the same call or some calls may have no required skill the sum of all skills may be significantly different from the number of calls For each skill the average wait duration of all calls having that specific skill is computed As lost calls never have any talk time it always appears as 0 00 and is displayed for symmetry with blocks OK15 and UN20 The minimum average and maximum level at which this skill was requested for the specific set of calls is displayed Available since 15 10 Shortcut code UN19 XML RPC code KoDO SkillsKo See also UN20 OK15 6 3 20 UN20 Required Skills for All Calls B Skill Required N Calls Percent Avg Wait Avg Talk Min Ivl Avg lvl Max lvl English 2 66 7 0 06 0 20 60 65 70 German 2 66 7 0 11 0 05 30 60 90 Italian 1 33 3 0 20 0 00 70 70 70 55 Report Details This data block displays the skills that were required for all calls in the current reports As multiple skills may be required for the same call or some calls may have no required skill the sum of all skills may be significantly different from the number of
429. t 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 ADEDE COCOM ol AN ALO AUTO IN AMEN NO NOU RS ENDID EA A ALTER TABLE queue_log DROP INDEX bydate ALTER TABLE queue_log DROP INDEX qname 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 sqlPreset al8 f_incr id So that the order preserving index is used by QM 177 Chapter 20 Monitoring clusters with QueueMetrics QueueMetrics is able to monitor clusters of Asterisk servers in order to monitor large call centres that are spread 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 w
430. t _ 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 start 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
431. t 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 orderis 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 16 3 Editing items When clicking 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 Disconnecti n causes 50 DRDO DescomectionCauses F Transfers 60 ORDO Transfers F Anewered cals by guewe T 000 AneweredcallSyQuevue F Answered cals by
432. t 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 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 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 24 Configuring system preferences and in Appendix D System preferences o KA Demo Admin Administrator 0 ea Youl Logo QueueMetrics i call center monitor Source gt Agents gt Users gt Queues gt Su
433. t 101 Move to group SendCBT Send Coaching Total calls fo Move to group L E 08 50 New group m Z iiai Cl Remind me in 30 days e Reason OK L Es 1 153 Advanced tracking of agent and grader performance 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 the 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 Send a CBT to the selected agent In order to send a CBT Computer Based Training to the specific agent the report is referring to the grader should select an already known CBT from the dropdown list or manually specify a URL An optional note visible to the recipient agent and an optional reason hidden to the agent can be added Grader can optionally link a specific call with the CBT to be sent so the agent will be able to refer to that particular call in the task details To link a specific call to the CBT the grader should click on the checkbox he can find each row in the call list Unlinking the call is done by clicking o
434. t 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 81 Report Details 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 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 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
435. t 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 244 Configuring Asterisk for QueueMetrics QUe tea so ds ci ame Ol QueueLog NONE queue_last_call_ user_name SIP S user_name CALLSTATUS Set GLOBAL queue_last_call_S user_name Playback beep 1 else 4 Playback beeperr E ui 24 13 Enabling call features A call feature code is a code to be input by a user telling the sub status of a call be it inbound or outbound This feature code is a string and may be input either when the call is ongoing or after a short while from its end Several call feature codes can be associated to a single call QueueMetrics will count all the associated feature code A feature code may have an optional free text associated with it The queue_log entry looks like the following one A a NONE E rane ee aa Eaa ee This will set the feature code to 36 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 A second version of the verb is available dey SA NONE Aaen e MESA MENO Ee e ML Eco bos This has exactly the same meaning but the feature code contains a free text associated with it Feature codes can be removed from a call by mean of a trace added in the queue log A a ANON E Ag Sn a A MENO NOE ERIO This will remove the feature code 36 to the
436. t 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 106 The real time agent page trics qm_agentpage2_load do E QueueMetrics E Y call center solution Soft Phone Alt 1 Call Status Alt 2 Call List Alt 3 Agent Logon Alt a4 Pauses Alt 5 Dialout Alt 6 CRM Page A B QueueMetrics Ala Loway AIHW 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 real time agents page integra
437. t 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 realtime agent_webpanel1_url An URL to be presented into the custom web panel in the Realtime Agent page This URL does not support token expansion realtime agent_webpanel1_label If present used by the Realtime Agent page to enable and identify the custom web panel on the dropdown realtime assertExtensionNotIinUse Before logging an agent in in hotdesking mode makes sure the extension is not in use This option runs an analysis behind the scenes so use it sparingly as will increase server load realtime agentPausedOnLogin When an agent logs in if she is currently not working on any queues pause them with the autopauseCodeLogin code If the agent is currently working on some queues and paused and adds new queues to their set a pause is forced to make sure the Asterisk state is consistent on all queues This option runs an analysis behind the scenes so use it sparingly as will increase server load realtime autopauseCodeLogin The pause code to use for autopauses on login 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 ser
438. t 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 when 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 16 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 calls 20 1 F Unans
439. t 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 SCC SRASSIN Csi a a a a 0 dla cecinyjcic Sl 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 24 2 Setting up a filter In order for QM to decrypt a file it must match two conditions 252 Configuring Asterisk for QueueMetrics 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 executable by the QueueMetrics process as in Udo aser pE ener pruiloniio a a decry pue When an encrypted file is found by QueueMetrics it is displayed with a lock icon By clicking on
440. t 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 226 Listening to calls using Pluggable Modules PM It needs the JDBC URI to point 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 oth
441. t v Name Nuisance caller Description Action valid until 2015 09 25 Agent affinity Number of hits 0 Last hit Created by demoadmin 16 09 2015 15 19 Last update save Back New Clone Delete The editor will track e A number This can be input freely es 555 555 5555 and will be internally normalized to the sequence of DTMF digits it uses e A name This will be used by the service name e An action currently belonging to the set e BLACKLIST e VIP e None used in the case you just want affinity or name decoding e A free text descripton e An agent id to set the agent affinity for this number e A record expiry date When the record is expired all associated attributes are inactive action name and affinity The editor will also display in read only mode e The total number of hits that were received for this number A hit is a successful lookup e The time this number was last hit Each number can only appear once as per its normalized form in the editor attempts to have it listed multiple times will be 13 rejected 21 13 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 196 Editing QueueMetrics settings me Demo Admin Administrator D F 3 O Your Logo QueueMetrics Home Cig Users Cig Queues Cig Agents Cig Locations Cig
442. tbound 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 Custom Web panel Keyboard shortcut Alt 7 The custom web panel is used to embed a user defined external website or custom intranet pages The panel is refreshed each time it s selected and or moved Target for this panel is to allow integration with custom implemented indicators and or messages For complex external pages or for pages where spurious refreshes should avoided please use the custom background see below instead of this panel Finance ft Home Mail Search News Sports Finance Weather Games Answel ARO EA FINANCE Finance Home My Portfolio My Quotes News Market Data Yahoo Originals Business E Look Up Tue Jan 20 2015 9 094M Dow 1 10 Nasdaq 1 39 Interested in Currency Trading See the Yahoo Finance Currency Trading Center More On EURCHF X QUOTES 4 The panel is optionally enabled by modifying the configuration keys realtime agent_webpanel1_url and realtime agent_webpanel1_label located in the configuration properties file For technical reasons is not possible to handle keyboard shortcuts if the current keyboard and mouse focus is associated d with this panel Its recommended to click on a different panel or the menu bar in order to take the focus before using again
443. ted 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 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 redial services through WombatDialer WombatDialer is highly scalable multi server easy to use telecasting platform produced by Loway Queues in QueueMetrics can be associated to dial campaigns in WombatDialer thus allowing easy implementation of recall services By specifying a set of pipe separated campaings and a maximum recall day period an agent can schedule a recall by clicking on an icon on the call list in their own agent s page For further clarifications see section Section 8 7 10 Recall Scheduler 21 3 4 Configuring queues to be processed by the AGAW Runner The AGAW Runner will us
444. ter 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 13314 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 Note 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 26 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
445. terval 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 15 Dataset based agent performance 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
446. tes 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 S QueueMetrics call center solution b t Start of Soft Phone MEA e oan 23 YOw 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 Since QueueMetrics 15 02 the softphone shows the callerld SIP username usually this information matches with the incoming caller ID For more information on how to configure the softphone please refer to Section 21 21 Configuring the new Real time Agents Page and Section 21 4 Configuring agents 107 The real time agent page 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 security policies for the QueueMetrics URLs This could be done by clic
447. test Os ps a 2 0 0 er Bem found 5 Page i 011 Create Hew Loway Loway Setizenand You can search for a specific queue by entering 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 e 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 183 Editing QueueMetrics settings 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 16 Configuring reports for further details Demo Admin Administrator QueueMetrics yourtogo wr Home CfgUsers Cig Queues Cig Agents CigAgent Groups Cfg Locations Cig utcomes CigPauses Cig QA Cig Perf Trk Rules Cfg Report Queue Detail Queue alias Q DPS Queueis queue dps Separate wi
448. th Wrap up time sec 0 Announcement sec 0 Visibility key Call flow Inbound calls Y Shown on front page Yes y Chat group Default queue URL Main agent agenvill ageni 102 Wrap agents Spill agents Attention levels Yellow alarm Red alarm Number of calls in queue ze gt 5 Number of agents an call Mumber of agents waling Number of agents paused Call walt duration Call talking duration WombatDialer settings pro RDIRD2 Separate wh Recall Max Days 50 AGAW settings Will AGAW be run for this queue Yes hems defined 0 AGAW enabled for this queue No e AGAW lookback period mins 0 Created by demoadmin 06 02 2012 16 15 Last update demoadmin 23 04 2075 10 04 Seve Back New Clone Delete Agents AGAW alanns Loway 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 e An optional Wrap up time i e how many seconds an agent stays idle after hanging up e An optional Announcement duration that lets you deduce the duration of the queue announcement that is played to the agent from the actual metrics 184 Editing QueueMetrics settings e An optional Visibility
449. th 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 interval 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 part
450. the Report Details Section 6 11 3 Popup of agent activity 4 13 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 Distib 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 General 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 QC
451. the job name f 4 is the parameter field defined in the job definition page Goro best rss sE The resulting working folder will contain something like Sie gt lito meso Asalto Mene Nel Whore Is eG Ibs ee caes da A AS O O ODM OA Sto SA ine sites be A A O SA SES Ibs 7 SS Se SU O OO O AN A eevee IO OS ES OO Se SAS O ey o A AO SEA Ws ONS OS aS ANC a O IL epy al And the manifest something like lt Call gt eG are e a lsc A210 7k resis 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 237 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 QUe ue de SOLI
452. 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 24 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 101 101 The real time agent page O e CI present CI UIT M The attempts if present TAG The call tag if present F x If the call has a feature called x the text of feature x otherwise blank FX x If the call has a feature called x it is set to 7 otherwise 0 V x If the call has a variable called x the value of x otherwise blank If the URL is being recomputed with a different value it will be reopened automatically This may or may not be what you want 8 1 Using the agent s page to control advanced features The buttons on the agent s page can be used to log agents on and off to dyna
453. the same criteria applies as assigning queues where we access the report 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 ue John Doe Individual agents kl 0 La gt a O Your Logo QueueMetrics call center monitor Home Stats Calls Al 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 Pernod 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 0 H Average call waiting time 0 0s Min waiting time 0 00 Max waiting time 0 00 103 The real time agent page When an agent runs a report the agent does not have a Search button enabled so s he is not able to access any kind of Custom Reports 8 3 Real time agent s page customizable buttons It s
454. 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 125 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 specialized 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 s
455. 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 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 232 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 ord
456. tion 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 A S O PE QueueMetrics call center monitor The yellow icon leads to the tasks page if you have new tasks it 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 sent 101 Agent supervisors QueueMetrics W ryourtogo a B ae 0 F E Home Tasks List Extended search options Task list Task type E View tasks Tasks to be done kd Due date start period View Due date end period Search Process Fleld Show future tasks _ items found 193 Page 1 of 7 as sr Task ld From Description Due date Status Process Field 333 Joe Robor ae Meeting This ls a Meeting Task from XMLRPC 9 12 09 10 23 12 TaD PFAMILYPIDOO 338 Joe Robar la Training Training on Google Analytics 12 00 10 23 12 TBD HR_HEALT_2011 TR2271700 f 367 Joz Robot Meeting This isa Meeting Task from XMLRPC 12 09 10 23 12 TBO PFAMILY PIDOO 7 266 Ine Aahar ial Training Training nn Genele Amalurics 2 19 00 10 73 17 TAD HR HFAIT 2MU
457. tiple queues during the same session QueueMetrics does not track where each session starts and ends Therefore while we may get accurate details of the time an agent was available if an agent may cherry pick queues or work on multiple queues at once we will have to find a way to estimate when its time was spent In order to do this QueueMetrics counts the local time an agent was available per session then it multiplies this value by the percentage of talk time that happened on each queue 6 10 17 AG17 Cumulated sessions by Queue Tag Cumulated sessions by Queue Tag Queue Tag Presence Talk Idle Billable Not Billable Sales SPH QC QCPH Cont CPH Offered Answered Conv QConv GoalFtrs Firs Avge T L SEIT 151832 djaj 15 25 had 4 Ole ig 164 i agad 73 62 dij SOL CH 5 12 idp AGO 4917359 1501303 4812031 ESTER hag B 17 1 03 au 404 63 55 LOO 27 06 2 a 1636 YH 3 Aan Te AG copy 2 3030 sb BEE wit hii 1 LaF i 157 7 18 3 2 ioii bioi 3 i aa AS Aan Te AG copy 3 4136 117 205 i rea di 0 00 6 am 2 2 aii 00 o o aaa Al Y Aan 1 96 45 a 131 ear 6 00 0 d 0 00 6 am 5 3 000 agis 2 ms A Y exporta TO This report shows a set of calls aggregated by queue and tag lt reports queue and tags information and shows for each queue tag pair the main figures for aggregated calls related to that pair The first row reports the overall aggregated values Each row in the report shows e The queue name the first line contains all que
458. toconf source Defines the default source that will be selected in the dropdown list on the wizard configuration page 271 System preferences Property name Description It could assume the following values file for File 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 autocont filequeues Defines the default queues file definition will be shown in the configuration wizard page and will be read by 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 showLostCallsWhenFilteri
459. trics 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 are 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 revoke
460. trics 1 6 1 or newer e MySQL storage model e Asterisk 1 4 or 1 6 24 19 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 callfile dir tcp admin amp1l11 127 0 0 1 lt change as needed 247 Configuring Asterisk for QueueMetrics default rewriteLocalChannels true 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 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 ac
461. ts ie calls that are shown with a file extension that is not necessarily a sound file image video audio text or application files It is also possible to add markers in order to keep notes about points of interest for the call at hand as shown in the example below Call detail Stints 1 Markers Call events 0 QA Markers audio 754838 1 mp3 ix 0 gt 3x Time Duration Notes H 0 30 Incorrect addressing of caller 3 2 05 Sale accepted is El 2 45 Sent caler to website a i 4 26 Offered second product a By clicking on the Play icon next to a marker the correct audio recording is loaded in the embedded player and it is started at the point in time specified in the marker Until release 14 10 4 QueueMetrics used the name tags instead of markers 5 2 1 The HTML5 Audio Player and Markers Since QueueMetrics 15 02 it is possible to play audio straight in the browser using an HTML5 enabled audio player This has many advantages e You can play the audio straight in the browser jumping back and forth as needed e You can speed up the audio playing in order to take less time to listen to calls e It integrates with the Markers editor so you can add a comment at a specific point in time and see it later When you click on a comment the audio editor starts playing at that very point in time This is extermely powerful and can be done either on the Call Details panel under the Markers tab or on the QA form
462. tual extension that is linked to the queue so there is no need to change 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 19 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 19 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 call
463. 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 Asterisk s own manager conf file that should look like the following one general enabled yes Port SU ae ice oo 0 0 20 0 webenabled no admin secret amplll deny 0 0 0 0 0 0 0 0 permie wake OO iy SS Aa as 60 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 26 2 Checking an Asterisk Manager connection for details 24 24 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 third party player e g Oreka which will usually implement its own encryption scheme 24 24 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 tha
464. ue N lost Avg ring Ring s N Taken Avg ring Ring 5 1 0 08 0 08 0 0 00 qi 222 0 10 37 00 3H 0 10 55 50 q2 222 0 10 37 00 334 0 10 55 40 b Export as S lt 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 58 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
465. ueMetrics 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 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 in
466. uename 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 SGP rescera lO r Erer Sd 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 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 om main time queuename ALTER TABLE queue_log ADD INDEX qm_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 The format astr is deprecated since QM Versions after 14 10 9 and can no more be used 19 7 2 Realtime on Asterisk 1
467. ues information e The tag name the first line contains all tags information e Presence calculated as sum of all agent sessions for agents taking calls with related tag e Talk time e Idle time calculated by subtracting pauses and talk time from the presence figure e Billable time Not billable time e Sales the number of taken calls flagged sales e S PH Sales per hour the number of sales per hour ratio QC the number of taken calls flagged as qualified contacts e QC PH Qualified contacts per hour e Cont number of taken calls flagged as contacts e CPH Contacts per hour e Offered Overall taken lost calls e Answered taken calls 19 Report Details e Conv convertion ratio e QConv qualified convertion ratio e Goal Ftrs number of goal flagged feature codes found in the call dataset e Ftrs number of feature codes found in the call dataset e Avg average talk time e T by clicking on that icon a popup with the taken call list used to count the aggregated is shown L by clicking on that icon a popup with the lost call list used to count the aggregated is shown QueueMetrics uses an approach where it does not exactly track sessions per queue tag If an agent joins and leaves multiple queues during the same session QueueMetrics does not track where each session starts and ends Therefore while we may get accurate details of the time an agent was available if an agent may cherry pick queues or work on m
468. ueue 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 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 All calls N_of unanswered calls 296 Average wait time before disconnection 10 05 Min wait time before disconnection 0 10 Max wait time before disconnection 0 10 Total wait time before disconnection 08H Average initial position 1 0 Min initial position 1 Max initial position 1 Coverage 100 0 Average queue position at disconnection 1 0 Min queue position at disconnection 1 Max queue position at disconnection 1 b Export as lt gt 46 Report Details The report shows e How many calls were lost The average waiting time before disconnection 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 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 UD 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 296 Ave
469. ull Since QueueMetrics 15 04 agents can schedule a redial for a specific call through WombatDialer integration To do this a recall scheduler panel can be open by clicking on the icons at the very right side of each call reported in the list Since QueueMetrics 15 09 the list reports call tags and feature codes When flying over the outcome column a popup with optional notes associated to feature codes is shown 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 a single click through the arrow line or double arrows labeled buttons 108 The real time agent page Agent Logon Available Queues Queues Logged In Agent code Outbound 300 1101 Main Main Current extension y 302 Me 400 1101 Wrap l Main i gt OuboundA Server Hl rap 301 H Spill Do J LA EJ In order to logi
470. ultiple queues at once we will have to find a way to estimate when its time was spent In order to do this QueueMetrics counts the local time an agent was available per session then it multiplies this value by the percentage of talk time that happened on each queue Available since 15 09 Default page Agents and Sessions Shortcut code AG17 XML RPC code AgentsDO SessionByQueueTagReport Parameters o See also OD 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 Jime Srv agentia 04 01 00 00 07 04 01 00 03 57 350 789 1 0 20 John Doe 101 03 31 23 59 27 04 01 00 04 17 450 123 D 0 00 Mike Boo 102 04 01 00 01 17 04 01 00 04 18 3 01 D 0 00 agenti03 0401 00 00 27 04 04 00 04 15 352 1 0 30 agentis 0401 00 05 07 0401 00 08 57 350 769 1 0 20 John Doe 101 04 01 00 04 27 04 01 00 08 17 450 123 1 1 00 Mike Boo 102 04 01 00 04 27 04 04 00 09 18 451 345 0 0 00 agenti03 0404 00 04 27 04 04 00 08 18 452 455 1 0 30 agentis 0404 00 10 07 04 01 00 13 57 50 785 1 0 20 John Doe 101 04 01 00 08 27 04 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 agenti03 04101 00 08 27 04 01 00 14 19 452 456 1 0 30 agente 0404 00 15 07 04 01 00 16 57 350 765 1 020 John Doe 101 04 01 00 14 27 04 01 00 19 17 4 50 123 1 1 00 Mike Boo
471. umber 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 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 serviet 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 Xmx512M 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
472. ummary gt Ready Below is a summary of modifications will be made in current QueveMetncs installation Do you want to continue Id Full name Type Server lt Operation type Agentis5003 Ernesto Agent Update Agenti5003 Ernesto User Add Agenti5005 Gluseppe Agent Update Agent 5005 Giuseppe User Update Agent 5006 Antonio Agent Update Agent 5006 Antonin User Update Agenti5032 Andrea Agent Update Agenti5032 Andrea User Update TechnicalSupport Queue Add Sales Dep Queue Add Yes No Loway 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 216 Editing QueueMetrics settings y oe Demo Admin Administrator S S E 0 Your Logo QueueMetrics 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 Agent 5003 Emesto Agent Update Ok Agent 5003 Ernesta User Add Ok Agent 5005 Giuseppe Agent Update k Agent 5005 Giuseppe User Up
473. unning in cluster mode The Free Since field will contain the length of period since the last taken call The Last call and On queue fields show the start 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 The VR field shows the call time spent on the IVR process before the call enter in the queue 92 The real time status panel Waiting time and Duration fields are related to the last call taken The wand icon mouse over displays a drop down menu which allows to perform the following actions bExportas E a Agents currently logged in Agent Lastlogon Queuefs Extension n pause Srv FreeSince Onqueue Caller Lastcall WR Waking Duration jkn Dee ll GRUZ 14 5020 A300 ipri 148 43009 q 14 51 92 0 05 2339 cal ll le Bob Sm 102 0602 14 50309 4300 sipfatt 5 FANC kexportas 1 Ala Aggregated by qurur verw Queve Totume Offered Anteered Awe wait Ave talk Sales SPH OC OCPH Cont CPH Corr OC onw SLA Goal Ftrs Fea AN pea 1 00 St oo om i 1 nii a ld Blkemove Member CIA HOT k 1 oo Jt i Dx om i 1 EN Y Pa JE 10 ey Pause Agent Fiant iz pUnphus Ager Aggregated by lag view Bend Text Message Tan Tai ima Pilla aaa Aaron iim ii moi Ai bl E alas LELT Par Pu Ea aan Fa Poms Po ms Fanal fis
474. used 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 12 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 agent 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
475. ut code DHO8 XML RPC code CallDistrDO TrafficAnPerHr Parameters 66 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
476. utcomes They can optionally have hierarchical relationships with the primary outcome code A simple example of the feature code concept is the pair of outcome feature like Not Interested costs too much A call may have an unlimited number of features associated with Some features may be flagged as goal Goal features are counted separately and generate separated statistical figures in reports Editing feature codes requires holding the key USR_OUTCOME rics your s CigAgents CfeAgentGroups CigLocations Cfg Outcomes Cig Features Cfg Call Tags Cig Pauses Cfg QA Cfg Pert Trk Rules Cfg Reports Cfg Exp Call features Filter Search Create Mew Items found 7 Page 1af1 Feature Description Key Goal Rel Outcomes bad Not good Not Interested Ed fel Householder Sale Busy Not Interested Wot e Available fe2 Net sales rep dl faz Sales Targer Sale Ed fed Feature code four Ed fc Retry later pa Busy Disconnected Not Qualified rl unu Unuseful a Not Interested F Loway By clicking on Create New button or on the pencil icon present on each feature code row in the list a user can create or edit an already present feature code 190 Editing QueueMetrics settings ics e Cie Agents Cfg Agent Groups Cfg Locations Cfg Outcomes Cfg Features Cfg Call Tags CfePauses CE QA Cfg Perf Trk Rules Ciel Edit call features Feature code lfe Description Householder a Answering Machine Add Del sale
477. utcomesDO AgentOutcomes See also 6 12 7 OU07 Call results by tag Call results by tag Tag Total Taken Ave Talk Avge Wait Sales Cont QC CONY QCONY Lost Avg Wait WR IWR timing h 163 132 10 07 0 05 22 3E E NE LETH 34 0 15 2 000 SOD S 15 125 1055 0 05 15 ER DO MEM aana Y 25 0 08 E 1 0 00 A 20 13 MI WAD copy 2 4 3 tz ii 2 z 2 itii 100 005 A 2 iia 4 1 000 3 n7 6 TAD copy 3 7 2 hal OF 1 E 2 B04 50 00 3 ida D 3 20 P Exanrt as ME 84 Report Details This data block displays calls aggregated by tag code The first line reports the figures for all aggregated call The second row marked with the dash code as tag counts aggregates for all calls with no tag code assigned The columns show The tag code name Total number of calls aggregated Taken calls Average talk time Average wait time on taken calls e Number of calls flagged as sales e Number of calls flagged as contact e Number of calls flagged as qualified contact e Conversion ratio Qualified conversion ratio Number of lost calls e Average wait on lost calls e Average wait on IVR calls e Time spent on IVR e Ratio and histogram for total calls the row is reporting compared with the overall total call in the report All columns are client sortable Clicking on the lens icons present in the report will open a popup with call details taken lost and IVR counted in the aggregat
478. uting 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 Q M t ee Demo Admin Aadministratar ueuemietrics YourLogo asacepp Home Perf Track Ag Scoring Ag Detail Performance Tracking Agent detail for agent 101 Move ta poup Send CBT Send Coaching Total calls found 389 Visible calls 389 Queues 00 All 0O x sel Move to group From date May 26 2013 08 50 New group TA O z To dave June O2 2015 18 00 Cl Remind mein 30 days Scoring rules Tesi AVG score Reason OF a QA Form JUReportFormn Reload Score Date Queue Caller Duration Sales ac Cont AVG Score Flunked Call outcome Form 123 Darga 11 41 23 4300 204 0 11 14 00 E rd O 123 1209 18 57 37 4300 204 0 46 62 00 U 133 05909 00 37 34 AZDD 01 8113 22 00 e d045 Fi O 0222 10 56 23 4300 200 0 04 0 00 ra O 08 20 09 55 21 4300 201 8 55 0 00 ES O o 08 20 12 14 36 A300 201 0 24 0 00 d045 Ed O i 11 30 14 430
479. utomatically e g by outbound diallers marking unsuccessful attempts as Unanswered versus fax or voicemail e The key pressed on disconnection if any e The number of stints this call has e The server that handled the call 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 24 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 16 Closing ongoing calls for further details 5 4 Detail of IVR calls IVR calls that is
480. ver lf 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 268 System preferences Property name Description 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 agentpause 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 callfile agentunpause enabled This function is used to end a pause from the Agent s page see the sample dial plan provided callfile agentunpause channel callfile agentunpause extension callfile agentunpause context callfile agentlogin enabled This function is use
481. w as zero given that within the denominator O there are no values but it is null 21 13 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 code associated to each item in the section e OPERATOR is a mathematical operator in the subset lt gt gt 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 199 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 Mandat
482. w 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 realtime agentRegexp Sets allowed agent codes e g set as 2 d d to allow agents like 2XX but not 3XX or 2X realtime extensionRegexp Sets allowed extension codes Any other code will be rejected e g set as 3 d d to allow extensions like 3XX default lockedAgentPopupCode If true the agent cannot c
483. w the agent was configured in the queue main spill or wrap 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 22 Using known numbers In QueueMetrics it is posible to keep track of a set of known numbers through a specific editor as described in Section 21 12 Configuring known numbers For each number we track e An action to be done A name and description e An optional expiry date e The number of times the rule was hit and the last time it was hit e An optional agent affinity attribute A webservice built to be easy to query from the Asterisk dialplan or through JSON lets the user query whether the number exists and what to do with it Possible actions include e Blacklist the number is to be hung up or moved to a low priority queue e VIP the number is to be moved to a VIP queue or its queue priority is to be made higher e Agent affinity if a number has affinity with some agent then the agent should be tried first by using a personal queue or reaching them though a direct channel and faking
484. wered 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 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 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
485. 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 262 System preferences Property name default websocketurl The websocket URL used by the Realtime Agent page softphone It shold be in the followin form ws IPServer Port path default sipaddress SIP server name or IP used by the Realtime E Agent page softphone default rtcWebBreaker 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 showSecondsOnT otalCalls lif 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 Dist
486. wn numbers are phone numbers that are known to QueueMetrics and can have properties associated to them They are meant to be used by the numberLookup API in order to implement strategies based on the calling number see Section 24 22 Using known numbers At the moment QueueMetrics will use Known numbers to e Earmark specific calls as BLACKLIST or VIP where at the dialplan level a proper function is implemented to route thise numbers to specific high priority low priority queues e Store a known description for the number that can be used to set a caller id for the number in a format that will make the number stand out It coud be the name of a client or their CRM IDs e Store a known agent affinity for the number where at the dialplan level there is an attempt to route the call to a specific agent before queuing the number on a general purpouse queue In order to access this page users must hold the security key USR_KNUMBERS Home Users Queues Agents Groups Locations Outcomes Features Pauses QA PriTrk Reports Exports IWR ODNIS Mums Known Numbers Find Search Create New Items found 2 Page si Number 1 Name Expires Description Action Affinity N Hits Last hit 5551234 Mr VIP My VIP number VIP caller Agenti 10i o 555 1236 Nuisance caller 2015 09 25 Blacklist o When editing a record you see a form like the following one 195 Editing QueueMetrics settings Known Numbers Number 55 5 1236 Action Blacklis
487. xportConfiguration 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 following 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 17 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
488. 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 see 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 239 Configuring Asterisk for QueueMetrics si Remove Member 128 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
489. 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 the 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 Number of agents waiting how many agents are idle 185 Editing QueueMetrics settings 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 limi
490. 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 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 b
491. 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 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 tr
492. ys Custom report Run custom report Saved report queries A300 QuickAgents Saved real time queries OOAIL_SK1 A400 SK2 A400 5K3_33 All Queues 5K3_33 Users can run the saved queries by clicking on it If holding the SQUERY_ADD security keys users can edit already saved queries through the pencil icon shown when flying over the query link as reported below Saved real time queries OOAII_SK1 A400 SK A400 SK3_33 All Queues ty Users can delete their own keys by clicking on the proper key shown when flying over the query link 16 Running a report Saved real time queries OOAII_SK1 A400 SK A400 SK3_33 All Queues 2 T A popup will be shown asking for confirmation ANLAT U CUIL I EpL CAPIL JUUS Edit users activity rererte Yesterda Delete report link x lay y Last 7 4 i days La 4 Are you sure you want to delete saved link A400 SK2 n report stom repo report qui No Yes wickAgent Edit CBTS real time queries Edit QA Performance Tracker Ri ara l A anA rra l a ann rrna nn Il 4 5 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 e The total number of calls processed for this analysis divided into answered and unanswered ones e If running in mult

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