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Agent Queue Settings and Email in new version (2.1.6.2450)


ap_6200
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I'm confused on something:

 

Three days ago, I was getting Agent Queue status emails like this:

 

Overview on the status of queue Agent Queue on 2008/04/01

 

Agent Name Availability DND Calls Duration

101 Office Logged Out Off 0:00:00

102 Office Logged Out Off 16 0:06:28

103 Office Logged Out Off 10 0:06:02

104 Office Logged In Off 21 0:14:30

105 Office Logged Out Off 37 0:16:31

106 Office Logged Out Off 0:00:00

107 Office Logged Out Off 50 0:39:39

110 Office Logged Out Off 0:00:00

111 Office Home Logged Out Off

Hangup while waiting 139

Hangup while ringing 40

 

 

I made a change to the Agent Queue to Event for connecting the call: from "Entering the Agent Group", to "Agent Picks up Call"

 

And now my emails are like this:

 

Overview on the status of queue Agent Queue on 2008/04/03

 

Agent Name Availability DND Calls Duration

101 Office Logged Out Off 0:00:00

102 Office Logged Out Off 0:00:00

103 Office Logged Out Off 0:00:00

104 Office Logged In Off 0:00:00

105 Office Logged Out Off 0:00:00

106 Office Logged Out Off 0:00:00

107 Office Logged Out Off 0:00:00

108 Office Logged Out Off 0:00:00

110 Office Logged Out Off 0:00:00

111 Office Home Logged Out Off 0:00:00

Hangup while waiting

Hangup while ringing

 

 

So that's question 1: - Why does this affect my logs?

 

Question 2: - I want to be able to know, by looking in the call logs - which of my Office Agents picked up a certain call. (Currently, if you are monitoring the Calls in the Active Agent Queue, it will tell you who answered and is on the call) - However on the main call logs (historical) - it does not indicate who picked up the call.

 

Thanks for the input.

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The statistics are in the web interface a snapshot of the current day. They are reset on midnight, just after the email has been sent out (if enabled).

 

Who pickup up the call cannot be seen in the web interface. However the CDR contain that information, it is in the "tuser" field.

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The statistics are in the web interface a snapshot of the current day. They are reset on midnight, just after the email has been sent out (if enabled).

 

Who pickup up the call cannot be seen in the web interface. However the CDR contain that information, it is in the "tuser" field.

 

I realize that the stats are reset... what i'm saying is they're now not gathering because of the setting change i made above.

 

Can you put the "tuser" field in the web interface CDR?

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I realize that the stats are reset... what i'm saying is they're now not gathering because of the setting change i made above.

 

Strange. Looks like the saving confuses the list of current agents which seems to trigger the panic reaction to clear the statistics.

 

Can you put the "tuser" field in the web interface CDR?

 

Probably a good idea.

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  • 4 weeks later...

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