For all you AMP users: Why the heck
is there no area in AMP to manage agents? I see you can add static
agents under the queue settings, but there is no area to assign dynamic
agents. Is every extension (or user) considered a dynamic agent? Is
it setup up such that, as default, every extension is considered a dynamic agent
that can log into any queue? (Yes, I realize you can add a password
to the queue so when the agent logs in they enter the password...seems a bit
much if you ask me.)
My company has had a
terrible time utilizing call stats on agents and queues etc etc and are hoping
to get some great stuff out of Asterisk, and I was hoping AMP could do it for
us, but I'm not so sure it's going to be able to... We need to track an
agents time as best as possible. For
instance: an agents time logged into a queue, an agents wrap-up
time, break-time (for lunch and other breaks), call time, hold
time. Also need to track an
agents number of calls, number
of dropped calls, refused calls, etc etc. (Also need to be
able to monitor the queues for wait times, number in, number dropped, number
answered, etc etc.) This seemed
possible utilizing Agentcallbacklogin, and pausequeuememeber/unpausequeuemember
among other commands, but not through
AMP...
Has anyone had luck
getting this type of thing working utilizing AMP? Perhaps I should be
moving on to a more robust Asterisk manager program...?
Ben
Ferguson
CirclePix.com
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