QUEUEMETRICS USER MANUAL

Loway

Revision History
Revision 17.06 - covers QueueMetrics 17.06.42017/08/26L

Table of Contents

1. What is QueueMetrics?
1.1. Reporting
1.2. Supervisor page
1.3. Agent page
1.4. Quality Assessment
2. Installing QueueMetrics
2.1. Understanding How QueueMetrics Works
2.2. Installing QueueMetrics with Espresso
2.3. Installing QueueMetrics manually
2.4. Installing QueueMetrics using Docker (for any distro and OS)
2.5. Configuring QueueMetrics
2.6. Applying a License
2.7. Troubleshooting
2.8. Version numbering scheme
2.9. Updating from a previous version of QueueMetrics
2.10. The database update utility
2.11. Installing a licence key
2.12. Monitoring clusters with QueueMetrics
2.13. Understanding QueueMetrics memory requirements
2.14. Understanding basic security mechanisms
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
4.14. Multi-stint calls
4.15. Exporting call sets from QueueMetrics
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
8. The Wallboard
8.1. Understanding wallboards
8.2. Component Details
8.3. Circular Panels
8.4. Tables
8.5. Items
8.6. Composite Items
8.7. Charts
8.8. Other
9. The real-time agent page
9.1. The new Realtime Agents Page
9.2. Self-service agent reporting
9.3. Gathering call information through agent-side QA forms
10. QueueMetrics Users
10.1. Default users
10.2. Using Supervisors
10.3. Automating statistics download: the ROBOT profile
11. Editing QueueMetrics settings
11.1. Configuring users
11.2. Editing user classes
11.3. Configuring queues
11.4. Configuring agents
11.5. Configuring locations
11.6. Configuring call outcomes
11.7. Configuring Feature Codes
11.8. Configuring Tag Codes
11.9. Configuring pause codes
11.10. Configuring agent groups
11.11. Configuring skills
11.12. Configuring known numbers (VIP callers / blacklists)
11.13. Configuring QA forms
11.14. Defining agent performance rules
11.15. Dataset-based agent performance wizard
11.16. Configuring reports
11.17. Report ExportConfiguration pages
11.18. Configuring IVR and DID/DNIS names
11.19. Configuring CBTs (Computer Based Training)
11.20. Configuring paged call lists
11.21. Configuring the new Real-time Agents Page
11.22. QueueMetrics configuration wizard
11.23. Unattended QueueMetrics configuration and update
11.24. Configuring system preferences
11.25. Installing the AGAW runner
11.26. Using the DbTest Diagnostic Tools
11.27. System audit log inspector
11.28. QueueMetrics configuration Synchronizer
12. The QueueMetrics Platform model
12.1. Generic concepts
12.2. Supported platforms
12.3. Ingestors
12.4. Storage models
12.5. PBX Actions
12.6. Outbound dialer
12.7. Listening to calls using Pluggable Modules (PM)
12.8. PMs to match Recorded Calls
12.9. PMs to match Live Calls
13. Quality Assessment in QueueMetrics
13.1. Enabling QA monitoring
13.2. Understanding Quality Assessment
13.3. Grading calls
13.4. Removing or Editing QA forms
13.5. Running QA reports
13.6. The main QA report
13.7. The QA Summary report
13.8. The Training And Coaching Page
14. Advanced tracking of agent and grader performance
14.1. Tracking agent performance
14.2. Finding calls to be graded
14.3. Grader calibration reports
15. The Agent Awareness subsystem (AGAW)
15.1. The AGAW architecture
15.2. Installing the AGAW Licence
15.3. Agents: the AGAW client
15.4. Installing with Firefox
15.5. Installing with Chrome
15.6. Supervisors: accessing AGAW statistics
15.7. Administrators: monitoring the AGAW system
16. QueueMetrics Tasks
16.1. The task page
16.2. Types of tasks handled by QueueMetrics
16.3. RSS data export for tasks
17. Payroll data in QueueMetrics
17.1. How it works
17.2. Payroll web pages
17.3. Editing the system queue_log file
17.4. The editing log
18. Configuring Asterisk for QueueMetrics
18.1. Configuring queues to report exit status
18.2. Configuring URLs to be launched by the agent real-time page
18.3. Listening to recorded calls using QM
18.4. Using AddQueueMember for dynamic agents
18.5. Defining outbound queues (campaigns)
18.6. Enabling ACD call attempts recording on Asterisk 1.0 and 1.2
18.7. Enabling ACD call attempts recording on Asterisk 1.4
18.8. Listening to live calls: Unattended Call Monitoring
18.9. Enabling VNC Monitoring
18.10. Enabling Agent’s page actions
18.11. Enabling XML-RPC call listening and streaming
18.12. Enabling call outcomes
18.13. Enabling call features
18.14. Enabling pause codes
18.15. Tracking required skills
18.16. Closing ongoing calls
18.17. Tracking DNIS and IVR information
18.18. Adding TAG information to calls
18.19. Enabling Hotdesking in the agent page
18.20. Running Asterisk 1.8 with QueueMetrics
18.21. Handling Agents priorities on queues
18.22. Using known numbers
18.23. Configuring the AMI connection
18.24. Listening to encrypted recordings
18.25. Tracking IVR data
A. Security keys
B. The [queuemetrics] context
C. System preferences
D. Additional queue_log logs for QueueMetrics
D.1. Basic queue_log structure
D.2. Music-On-Hold Tracking
D.3. Tracking IVR
D.4. Adding Tags to a call
D.5. Adding Feature codes to a call
D.6. Adding custom variables to a call
D.7. Tracking Outbound calls
D.8. Tracking pause reasons
D.9. Adding the call status (outcome)
D.10. Tracking Hotdesking events
D.11. Tracking Skills
E. Audit log records
E.1. Action class: User lifecycle (10XX)
E.2. Action class: Key management (11XX)
E.3. Action class: QueueLog editing (20XX)
E.4. Action class: QA editing (21XX)
E.5. Action class: Realtime agent management (23XX)
E.6. Action class: Realtime call management (24XX)
F. The QueueMetrics watchdog page
G. Glossary

List of Tables

10.1. Default QueueMetrics Users
15.1. AGAW Security Keys
18.1. Possible API modes