Call Center Metrics

the only experience i have is with queuemetrics. I dont particularly love it, but its practically the only product out there. Currently there is no way to seperate queue logs into different files. This makes MTE nearly impossible to provide queue statistics without compromising other tenants call records. Keep in mind the FCC's CPNI requirements requires CLEC and VOIP providers to ensure that customers CDR records are never disclosed. Queue call records would qualify as CDR.

I did some testing with the VISIBILITY KEY aspect of a queue configuration to restrict access. Here are your caveats:

1. you cannot set anyone as an administrator otherwise you violate CPNI at risk of substantial fines and court filings.

2. due to #1 you would have to set _everything_ up yourself whenever the tenant needs modifications

3. you cannot utilize the agent portion that does the login/logout/pause from an agent login portal. This is due to the single context nature of its scripts that do the AgentCallbackLogin feature.

4. USER CLASSES will have to be customized because you do not want to have classes enabled that let a login view other tenants or other agents etc. For example AGREP would let you filter reports by agent, it has no way of knowing which agents that includes so it lists them all.

5. you would need to set a visibility key on each queue (my suggestion would use the tenant name as the key) and then when you create a login for that user, set the User Key to match the visibility key.

6. the call monitoring features also wont work due to the single context nature of the configuration.

This would get you reporting for queues, but thats about it.

Thanks Eric! We are going to give QueueMetrics a try on a non-MTE configuration. Thanks for the good advice.

Dan

Hi, I just installed QueueMetrics in MTE version and I agree 100% with Erik. We are using QueueMetrics Just for our CallCenter, so it work fine for us. In order to provide it for customers, you will need to use a non-MTE version.

I'm working on getting Queuemetrics working with my MTE deployment and I was curious if anyone has an extension_queuemetrics.conf that is compatible with MTE. In several places it is using the from-internal context, and I know I need to change it to from-internal-TENANT but I'm not sure about the rest of the dialplan. I know this will only work for one tenant group but I only plan to use queuemetrics for our office.

for just 1 tenant using queuemetrics? or are you trying to get it to work with different tenants? you need to use the multi-server setup of queuemetrics, but they dont have a qloader script that puts different queues into different partitions.

Just for one tenant, I plan on deploying separate on site servers for people that need Queuemetrics for call center management.

well you know about adding the extensions_queuemetrics.conf file after the [global] section of extensions.conf right?

#include extensions_queuemetrics.conf

if queuemetrics is running on a different server you'll need to use the AMI for the features of extension_queumetrics.conf to work.

you need to edit extensions_quemetrics.conf to change your callback login (extension 20) to

from-inside-yourtenantid

you also need to adjust the paths in configuration.properties replacing from-internal with from-inside-yourtenantid

I did most of the above, the only thing I had not done was editing the configuration.properties. I'm going to test tonight and I hope all goes well.

Ok, so I have everything working except for tracking outbound calls. I've created a custom trunk that I hoped would send the calls to the queuedial context so that the call gets recorded in the queuelog but it looks like the current dialout scripts do no support putting the context in the dialstring. Does anyone have a way to modify the scripts so this works, here is my custom dialout string, please note the variable is just a placeholder and is for a trixbox dialstring that works with Queuemetrics..

local/$DIALEDNUM$@queuedial/n

Looks like I have a way to do it right now, I changed the dial string to "local/$@queuedial$" and now the call goes through the correct context. I have a feeling this is more of a hack then a real solution so any ideas on making this better would be greatly appreciated.

Ok, so make sure the dial string is "Local/$@queuedial/n$", otherwise you get no tracking of the length of the outbound calls.

so you're trying to do an outbound call center? you arent by chance selling extended car warranty's are you? I hate those people :)

No no, nothing like that. But our agents do make a lot of Quality Assurance calls, customers seem to like that sort of thing. One more thing, I want to set a priority for a certain queue, here is the script I created to do it. Do you think this will work.

exten => s,1,Set(CALLERID(name)=${ARG5}${CALLERID(name)})

exten => s,n,Answer

exten => s,n,Set(__MONITOR_FILENAME=queue-${ARG1}-${STRFTIME(,,%F-%T)}-${CALLERID(num)}${TL_DASH}${tenant})

exten => s,n,SetVar(QUEUE_PRIO=${ARG6})

exten => s,n,Queue(${ARG1},${ARG4},,,${ARG2})

exten => s,n,Goto(local-extensions${TL_DASH}${tenant},${ARG3},1)

Arguments

Queue Name

Timeout

Extension on Timeout

Options

Text to prepend

Queue Priority

SetVar is asterisk 1.2 its just Set in 1.4 and up.

Hello Erik:

I'm wondering which is the most safe and secure scenario to Install Thirdlane and Queuemetrics.
I was thinking to install first CentOS, then asterisk and then Thirdlane Webmin Module.

Please let us know since we are really interest in purchasing the product.

thats the way I build them.. centos, then update everything, then webmin, dahdi, libpri, asterisk, webmin module

you leave Queue metrics to the end?

Thank you!

if I even install queuemetrics on the same server.. depending on the number of agents and volume of calls. I would only install it on the same machine if A) you had a workhorse of a machine and B) low call volume with 10 - 20 agents total

In case this is still an issue, we have developed a proprietary solution for significantly improve Thirdlane CDR presentation to users, handling high volume call recording retrieval and management, queue statistics, and agent productivity metrics in MTE. Data segregation and full multi-tenancy is achieved.

We've made a number of extensions to TL to accomplish this, in addition to relying on adaptive fields in CDR. The whole thing was written in PHP and will install "clean" as a Joomla >= v1.6 or Drupal module.

I would consider licensing this technology if there is interest, or maybe even open-sourcing it if there would be some community development put into it or Thirdlane were to release a functional API.

Message me if interested in a conversation on this.

Hi rx4change
We could be interested to license your portal.
Can you please provide your company website or phone so I can contact you.
Thanks
Damon

Shoot me an email via Alex and we can discuss options.