Re: [Asterisk-Users] Call Wrapup time for agents.
Hi, QueueMetrics version 0.9.5 rc 2, out today, does the trick and allows agent pause monitoring (together with the rest of the stuff). See http://queuemetrics.loway.it Thanks l. In data Wed, 14 Sep 2005 07:28:51 +0200, Callum McGillivray [EMAIL PROTECTED] ha scritto: Hey Kevin, That's pretty much what I was looking for - now the killer question... is there a way for me to monitor the total amount of paused time for each agent ? Essentially, I want to give agents the ability to wrap up calls according to their needs, but I also want a team leader to police it and make sure they are not using inordinate amounts of time. Cheers, Callum Kevin P. Fleming wrote: Alexander Lopez wrote: Agents logging out is the prefered method of saying I can't be bothered right now CVS HEAD also supports pause/unpause for agents, which allows them to be unavailable without the queue losing its statistics. ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Assum est, versa et manduca. ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
[Asterisk-Users] Call Wrapup time for agents.
Hi all, I was wondering if there was a way to deal with wrap up time for agents slightly better than we do it at the moment. At the moment, we set a wrap up time of 20 seconds for each of our call queues. The problem with this is that sometimes it's either too long or two short. I would essentially like to have all agents put into wrap up straight after a call, and have to dial a couple of digits to tell Asterisk they are ready to receive a call again. That way, if the agent is ready, he could dial the digits straight away, or in 3-4 minutes when he has finished what he is doing. I was also wondering if there might be a way to monitor how much wrap up time each agent had used for a day (to make sure that it was not abused). Anyone have any hints / clues ? Thanks, Callum ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Call Wrapup time for agents.
Whilst I understand your need to have agents decide when they are ready to continue I think that the current situation is a better one (although not necessarily for your environment). Surely if and agent can decide when he is available less calls get answered? Isn't the whole point of wrap up time to allow them time to finish typing, take a breath, sip some tea and then get back into the fray again? Couldn't the agents in your situation log out if they need more time than you have allowed? What do they do should they need to take a leak? Callum McGillivray wrote: Hi all, I was wondering if there was a way to deal with wrap up time for agents slightly better than we do it at the moment. At the moment, we set a wrap up time of 20 seconds for each of our call queues. The problem with this is that sometimes it's either too long or two short. I would essentially like to have all agents put into wrap up straight after a call, and have to dial a couple of digits to tell Asterisk they are ready to receive a call again. That way, if the agent is ready, he could dial the digits straight away, or in 3-4 minutes when he has finished what he is doing. I was also wondering if there might be a way to monitor how much wrap up time each agent had used for a day (to make sure that it was not abused). Anyone have any hints / clues ? Thanks, Callum ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Mark, G7LTT/KC2ENI Randolph, NJ http://www.g7ltt.com ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] Call Wrapup time for agents.
Agents logging out is the prefered method of saying I can't be bothered right now If you want you can use the power of Asterisk and write something that does what you want. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mark Phillips Sent: Tuesday, September 13, 2005 11:43 PM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] Call Wrapup time for agents. Whilst I understand your need to have agents decide when they are ready to continue I think that the current situation is a better one (although not necessarily for your environment). Surely if and agent can decide when he is available less calls get answered? Isn't the whole point of wrap up time to allow them time to finish typing, take a breath, sip some tea and then get back into the fray again? Couldn't the agents in your situation log out if they need more time than you have allowed? What do they do should they need to take a leak? YOUR Agents leak :-) Callum McGillivray wrote: Hi all, I was wondering if there was a way to deal with wrap up time for agents slightly better than we do it at the moment. At the moment, we set a wrap up time of 20 seconds for each of our call queues. The problem with this is that sometimes it's either too long or two short. I would essentially like to have all agents put into wrap up straight after a call, and have to dial a couple of digits to tell Asterisk they are ready to receive a call again. That way, if the agent is ready, he could dial the digits straight away, or in 3-4 minutes when he has finished what he is doing. I was also wondering if there might be a way to monitor how much wrap up time each agent had used for a day (to make sure that it was not abused). Anyone have any hints / clues ? Thanks, Callum ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users -- Mark, G7LTT/KC2ENI Randolph, NJ http://www.g7ltt.com ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Call Wrapup time for agents.
Alexander Lopez wrote: Agents logging out is the prefered method of saying I can't be bothered right now CVS HEAD also supports pause/unpause for agents, which allows them to be unavailable without the queue losing its statistics. ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
RE: [Asterisk-Users] Call Wrapup time for agents.
Is the new applicationmap in features.conf what you are talking abou tt implement this?? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kevin P. Fleming Sent: Wednesday, September 14, 2005 12:13 AM To: Asterisk Users Mailing List - Non-Commercial Discussion Subject: Re: [Asterisk-Users] Call Wrapup time for agents. Alexander Lopez wrote: Agents logging out is the prefered method of saying I can't be bothered right now CVS HEAD also supports pause/unpause for agents, which allows them to be unavailable without the queue losing its statistics. ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
Re: [Asterisk-Users] Call Wrapup time for agents.
Hey Kevin, That's pretty much what I was looking for - now the killer question... is there a way for me to monitor the total amount of paused time for each agent ? Essentially, I want to give agents the ability to wrap up calls according to their needs, but I also want a team leader to police it and make sure they are not using inordinate amounts of time. Cheers, Callum Kevin P. Fleming wrote: Alexander Lopez wrote: Agents logging out is the prefered method of saying I can't be bothered right now CVS HEAD also supports pause/unpause for agents, which allows them to be unavailable without the queue losing its statistics. ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users ___ --Bandwidth and Colocation sponsored by Easynews.com -- Asterisk-Users mailing list Asterisk-Users@lists.digium.com http://lists.digium.com/mailman/listinfo/asterisk-users To UNSUBSCRIBE or update options visit: http://lists.digium.com/mailman/listinfo/asterisk-users
