Revision History
Revision 16.09 - covers QueueMetrics 16.092016/09/01L

Table of Contents

1. What is QueueMetrics?
2. Installing QueueMetrics
2.1. Prerequisites: Server
2.2. Prerequisites: Client
2.3. Version numbering scheme
2.4. Where to install
2.5. Installing in practice
2.6. Updating from a previous version of QueueMetrics
2.7. Installing QueueMetrics using Docker
2.8. Installing a licence key
2.9. Setting session timeout
2.10. Understanding basic security mechanisms
2.11. Understanding QueueMetrics memory requirements
2.12. Understanding QueueMetrics disk I/O requirements
3. Logging on to QueueMetrics
3.1. License information
3.2. Automatic URL login
4. Running a report
4.1. Quick activity reports
4.2. Agent report
4.3. Custom reports
4.4. Saving queries
4.5. Understanding results: Common header
4.6. Exporting data from reports
4.7. Understanding results: Answered calls
4.8. Understanding results: Unanswered calls
4.9. Understanding results: Area code report
4.10. Understanding results: Inbound ACD call attempts
4.11. Understanding results: Call distribution
4.12. Understanding results: Agent activity
4.13. Understanding results: Call outcomes
5. Showing call details
5.1. Detail of answered calls
5.2. Listening to answered calls
5.3. Detail of unanswered calls
5.4. Detail of IVR calls
6. Report Details
6.1. Historical reports - Answered calls
6.2. Historical reports - Details of answered calls
6.3. Historical reports - Unanswered calls
6.4. Historical reports - Details of unanswered calls
6.5. Historical reports - Area code analysis
6.6. Historical reports - Distributions
6.7. Historical reports - Call distribution by day
6.8. Historical reports - Call distribution by hour
6.9. Historical reports - Call distribution by day of week
6.10. Historical reports - Agents and Sessions
6.11. Historical reports - Details of agent sessions and pauses
6.12. Historical reports - Call outcomes
6.13. Historical reports - IVR tracking
6.14. Historical reports - First Call Resolution (FCRs)
6.15. Repeated callers and clusters
6.16. Externally generated reports
6.17. User-Programmable Reports
7. The real-time status panel
7.1. Top status panel
7.2. Calls being processed
7.3. Agents currently logged in
7.4. Aggregated by queue view
7.5. Aggregated by tag view
7.6. Agent and outcome view
7.7. Using Locations
7.8. Unattended call and VNC monitoring
7.9. Real-time performance considerations
7.10. The real-time live page
7.11. The top panel
7.12. Calls being processed
7.13. Agents currently logged in
7.14. Server status
7.15. Enabling the real-time live page
7.16. Help! My Real-time and Live pages display different results!
8. The real-time agent page
8.1. Using the agent’s page to control advanced features
8.2. Self-service agent reporting
8.3. Real time agent’s page customizable buttons
8.4. Auto-refreshing the agent’s page: Active Polling
8.5. Gathering call information through agent-side QA forms
8.6. Agents Page performance considerations
8.7. The new Realtime Agents Page
9. Tracking IVR data
9.1. A call’s life-cycle
9.2. Implementing IVR tracking
10. QueueMetrics Tasks
10.1. The task page
10.2. Types of tasks handled by QueueMetrics
10.3. RSS data export for tasks
11. The Agent Awareness subsystem (AGAW)
11.1. The AGAW architecture
11.2. Installing the AGAW Licence
11.3. Agents: the AGAW client
11.4. Installing with Firefox
11.5. Installing with Chrome
11.6. Supervisors: accessing AGAW statistics
11.7. Administrators: monitoring the AGAW system
12. Quality Assessment in QueueMetrics
12.1. Enabling QA monitoring
12.2. Understanding Quality Assessment
12.3. Grading calls
12.4. Removing or Editing QA forms
12.5. Running QA reports
12.6. The main QA report
12.7. The QA Summary report
12.8. The Training And Coaching Page
13. Advanced tracking of agent and grader performance
13.1. Tracking agent performance
13.2. Finding calls to be graded
13.3. Grader calibration reports
14. Payroll data in QueueMetrics
14.1. How it works
14.2. Payroll web pages
14.3. Editing the system queue_log file
14.4. The editing log
15. Multi-stint calls
15.1. Limitations and side-effects
15.2. Multi-stint calls in QueueMetrics
16. The visitor’s page
16.1. Setting up VISITORS in a real life scenario
17. Using Supervisors
18. Automating statistics download: the ROBOT profile
18.1. Generate PDF and XLS reports and send them by e-mail
18.2. Setting up a self-service wallboard
19. Storing queue data on MySQL
19.1. Who should use MySQL storage?
19.2. Understanding MySQL storage
19.3. Uploading data to MySQL
19.4. Loading data in QueueMetrics
19.5. Checking MySQL database status
19.6. Optimizing the queue_log table
19.7. Using the Asterisk Realtime QueueLog subsystem
20. Monitoring clusters with QueueMetrics
20.1. Setting up a cluster
20.2. Setting up the members of the cluster
20.3. Setting up QueueMetrics to access the cluster
20.4. Using the Agent’s page with a clustered environment
21. Editing QueueMetrics settings
21.1. Configuring users
21.2. Editing user classes
21.3. Configuring queues
21.4. Configuring agents
21.5. Configuring locations
21.6. Configuring call outcomes
21.7. Configuring Feature Codes
21.8. Configuring Tag Codes
21.9. Configuring pause codes
21.10. Configuring agent groups
21.11. Configuring skills
21.12. Configuring known numbers (VIP callers / blacklists)
21.13. Configuring QA forms
21.14. Defining agent performance rules
21.15. Dataset-based agent performance wizard
21.16. Configuring reports
21.17. Report ExportConfiguration pages
21.18. Configuring IVR and DID/DNIS names
21.19. Configuring CBTs (Computer Based Training)
21.20. Configuring paged call lists
21.21. Configuring the new Real-time Agents Page
21.22. QueueMetrics configuration wizard
21.23. Unattended QueueMetrics configuration and update
21.24. Configuring system preferences
21.25. Installing the AGAW runner
21.26. Using the DbTest Diagnostic Tools
21.27. System audit log inspector
22. Listening to calls using Pluggable Modules (PM)
22.1. PMs to match Recorded Calls
22.2. PMs to match Live Calls
23. Exporting call sets from QueueMetrics
23.1. Exporting calls - an overview
23.2. Exporting calls in practice
23.3. Output format
23.4. Available implementors
23.5. MP3 conversions on the fly
24. Configuring Asterisk for QueueMetrics
24.1. Configuring queues to report exit status
24.2. Configuring URLs to be launched by the agent real-time page
24.3. Listening to recorded calls using QM
24.4. Using AddQueueMember for dynamic agents
24.5. Defining outbound queues (campaigns)
24.6. Enabling ACD call attempts recording on Asterisk 1.0 and 1.2
24.7. Enabling ACD call attempts recording on Asterisk 1.4
24.8. Listening to live calls: Unattended Call Monitoring
24.9. Enabling VNC Monitoring
24.10. Enabling Agent’s page actions
24.11. Enabling XML-RPC call listening and streaming
24.12. Enabling call outcomes
24.13. Enabling call features
24.14. Enabling pause codes
24.15. Tracking required skills
24.16. Closing ongoing calls
24.17. Tracking DNIS and IVR information
24.18. Adding TAG information to calls
24.19. Enabling Hotdesking in the agent page
24.20. Running Asterisk 1.8 with QueueMetrics
24.21. Handling Agents priorities on queues
24.22. Using known numbers
24.23. Configuring the AMI connection
24.24. Listening to encrypted recordings
24.25. The QueueMetrics watchdog page
25. For more information…
A. Default users
B. Security keys
C. The [queuemetrics] context
D. System preferences
E. Icons used by QueueMetrics
F. Audit log records
F.1. Action class: User lifecycle (10XX)
F.2. Action class: Key management (11XX)
F.3. Action class: QueueLog editing (20XX)
F.4. Action class: QA editing (21XX)
F.5. Action class: Realtime agent management (23XX)
F.6. Action class: Realtime call management (24XX)
G. Glossary

List of Tables

24.1. Possible API modes