Each time the call history changes, and if there is an URL associated to the call shown on top of the list, a new window will automatically be opened pointing to the specifig URL. This feature could be disabled modifying the value associated to the configuration key realtime.agent_autoopenurl.

URLs are passed to the Queue() command in Asterisk, or - if missing - they can defined in the QueueMetrics queue configuration as a default. If not present, the URL defined in the default.crmapp property will be used (make sure the default.crmlabel property is also defined). The URL can include a set of placeholders that are expanded with the details of the call being handled, as in the following table.

Keyboard shortcut: Alt+1.

The new real-time agents page integrates a softphone based on the JsSIP library. This softphone is expected to work witth all recent Asterisk releases (13+) and recent browsers.

The softphone automatically registers to the SIP/WebRTC server with the SIP credentials specified in the user administration page and a green bullet is shown in the softphone panel. The agent can start calls typing the number to be dialed then clicking on the "Start Call" button.

Each time the agent receives a call from the queue, the softphone pops up and will prompt the user to answer. Clicking on the "Start Call" the agent could answer to the call. During the call touch tones could be sent by clicking on the dial pad provided in the panel. Since QueueMetrics 15.02 the softphone shows the callerId SIP username (usually this information matches the incoming caller ID).

For more information on how to configure the softphone, please refer to Configuring the new Real-time Agents Page and Configuring agents

Keyboard shortcut: Alt+2.

This panel reports a summary of current ongoing call.

Keyboard shortcut: Alt+3.

It reports the list of most recent calls. Each row is associated with a call. The agent could find, for each call, a set of clickable icons useful to open the URL associated to the call (if any) or to open the outcome or the QA form panel (see below).

Calls are chronologically ordered and the first row is yellow marked for live calls. The icon shown in the first column reflects the queue direction (inbound or outbound calls). Since QueueMetrics 15.02 the list reports also outbound calls that are not answered by the calleed (like the second call in the example below where the talking period is null). Since QueueMetrics 15.04 agents can schedule a redial for a specific call through WombatDialer integration. To do this, a recall scheduler panel can be open by clicking on the icons at the very right side of each call reported in the list. Since QueueMetrics 15.09 the list reports call tags and feature codes. When flying over the outcome column, a popup with optional notes associated to feature codes is shown. Since Queuemetrics 18.04 the list shows a column containing a list of all the variables that are attached to the call. To view the whole list of variables the user must hover above the text in the table cell.

Since QueueMetrics 16.09 the agent page’s call list supports clicking and copying caller IDs directly to the agent’s clipboard. In order to do so, the agent must click on the caller field in his call list, a message should appear confirming the number has been copied to his clipboard.

Keyboard shortcut: Alt+4.

The Agent logon panel is used to handle the login and logout process. The panel reports two lists of queues. On the left side there is the list of queues where the agent could login; on the right side there is the list of queues where the agent is already logged in. To login/logout to a queue or a set of queues, the agent must select the queue(s) from the correct list then click on the proper button located in between the lists. Based on the direction defined by a set of arrows on each button, the login (from left to right) or logout (from right to left) process is performed. The agent can login/logout on all the assigned queueues or on all the available queues with a single click through the arrow/line or double arrows labeled buttons.

In order to login/logout, the agent must compile the Agent Code and the Current Extension fields (available in hotdesking mode). If not properly specified, the fields will be marked red and no login/logout processes are triggered. The Agent cannot change their Agent Code and Current Extension fields if already logged on a queue (this feature may be disabled setting a specific configuration key, see Appendix C: System preferences for realtime configuration parameters).

If the underlying PBX platform does not allow log-on by queue, then only a queue named "All Queues" will be shown and agents will use it to switch on/off.

The Agent logon panel lets the agent switch between multiple servers (only for cluster mode).

Keyboard shortcut: Alt+5.

The Agent can pause and unpause itself by selecting the appropriate pause code from the dropdown list then clicking to the Pause button. The Agent can teminate the pause by clicking on the Unpause button.

Keyboard shortcut: Alt+6.

The dialout panel is used to start a call through an outbound queue. The dropdown in the panel reports only the outbound queues where the agent is already logged in.

An agent can start a call by typing the number in the text field, then selecting the appropriate outbound queue from the dropdown and clicking on the "Dial" button. If the softphone panel is enabled it will pop up with the "Start Call" button blinking red. The Agent must click on this button in order to start the call.

Keyboard shortcut: Alt+7.

The custom web panel is used to embed a user defined external website or custom intranet pages. The panel is refreshed each time it’s selected and/or moved. Target for this panel is to allow integration with custom implemented indicators and/or messages. For complex external pages, or for pages where spurious refreshes should avoided, please use the custom background (see below) instead of this panel.

The panel is optionally enabled by modifying the configuration keys realtime.agent_webpanel1_url and realtime.agent_webpanel1_label located in the configuration properties.

QA grading is available through the QA form panel by clicking on the proper icon associated to the call list for a specific call. This panel is the exact copy of the "old" QA form panel so the Agent can still perform every action available through the old form.

Each call can be flagged by an outcome code and, if the enabled, by a set of feature codes. This could be done through the outcome panel reachable by clicking on the related icon in the call list panel. To assign an outcome code, the Agent should select it from the dropdown, then click on the Run pushbutton. If feature codes are enabled and available, they are shown in the lower part of the dialog. Available feature codes, associated with current assigned outcome, are shown in the dropdown. To add a feature code, a user should select it from the dropdown list, add an optional note on the textbox placed on the very right side, then press Add button. As soon as the feature code has been added, it will be shown in the list on the lowest part of the dialog. Each feature code has its own red cross mark that can be used to remove the specific feature code by clicking on it. Multiple feature codes can be added to a single call. If same feature code is added several time to a specific call, only the last version will be shown in the reports.

If WombatDialer is available and the queue is properly configured, agents can ask for a redial on a specific call by mean of this dialog. Scheduling a recall is done by selecting the number to be dialed (this field is already populated when opening the dialog, but can be changed by the agent if needed), the scheduling time and the WombatDialer campaign. An optional note can also be added; notes will be sent to the WombatDialer toghether with the rescheduling information.

To setup the Recall Scheduler, QueueMetrics needs some information regarding the WombatDialer instance. They can be set in the system configuration as explained in Outbound dialer configuration .

When these parameters are set, in the Edit Queue section, an administrator can specify the name of the WombatDialer campaigns that will take care of the scheduled recalls, under the "Recall Campaigns" field (multiple campaigns must be separated by the "|" pipe symbol.

If everything has been set up correctly the agent will notice, on the call list panel, an alarm clock icon that, if clicked, will open the Recall Scheduler Panel.

The background of the working area in new real-time page can be customized with up to tree different URLs pointing to external websites. Each background can be selected by clicking on the left dropdown menu and/or through the keyboard shortcuts ALT+B (for the first background) or ALT+Q or ALT+W (for the second and the third background). The first background is something different from the other two backgrounds because it’s aimed to be used by an external CRM subsystem. If properly configured, each time an Agent answers to a call, the first background is automatically selected reflecting the information associated to the new call. This is useful for retrieving information about the caller. The Agent can promote the first background to be placed on top of the panels through the keyboard shortcut ALT+0. Reverting to the normal operation is accomplished by clicking on the menu bar in the area located between the left menu icon and the QueueMetrics logo.

Since QueueMetrics 16.09 the Agent Page keeps track of the last extension the agent was logged in with, regardless of any default extension (Current Terminal in the "Edit Agents" page) setting that has been specified. When an agent logs into Icon, the Queue Login Panel presents the agent with the last extension he used on a queue.

The Agent Page will notify the agent if any connectivity or session issue arises, by showing a warning message in the top-right of the screen regarding the nature of the error.

Yellow Warning (Connectivity Problem)

If this message is displayed Icon may be experiencing connectivity problems with the QueueMetrics Server (e.g. lost internet connection). During this time Icon will try to restore the connectivity by polling the main server; if successful the warning will disappear on its own.

Red Warning (Session Problem)

If this message is displayed the agent session has expired for some reason (e.g. a server restart). When this message is displayed Icon will let the agent finish any current calls but it won’t allow him to perform any other action without logging in again first.

This warning will not dissapear on its own, and the only way to restore functionality in case of a Session error is by relogging into the server. Clicking on the warning Icon will prompt the agent to the login screen.

If your agent page does not seem to refresh when something is supposed to happen, this may be caused by three different causes:

In order to diagnose these kind of issues, you need to open a second browser window displaying the database tester page - see Using the DbTest Diagnostic Tools. On this page, you will see the latest records coming in from the PBX, and you will see a value called Time Delta that shows how old are the latest records that came in. You would expect Time Delta to be zero if you have any new records coming in and the clocks of the PBX and of the server are aligned.

An example of the first kind of issue, action not happening, is when you try logging on to a queue but the agent page keeps showing a "spinning" icon and then the queue goes back to not logged in. If you force a page reload, the queue is shown as not logged in. By looking at the database inspector, you can see if any log is generated (in which case, see case "wrong agent" below) or if no log is generated at all. In this later case, you have an issue with the way logins (and actions in general) are performed, maybe an incorrect setting of the AMI or a missing dial plan entry.

An example of the second case, wrong time, is when you see records being sent but time delta tells you they happened in the past or in the future. The agent page keeps asking for events that just happened, so if they happened in the past or they will happen in the future, the page does not know that there is new information and so it won’t reload.

You can see if you have a reload issue because if you force a reload by pressing F5, the page will display correct information. You may also notice this case because call durations, as observed from the wall board or the real time page, are either too long or too short, but will be correct on reports.

To fix this issue, make sure that the clock on the PBX and the clock on QueueMetrics are aligned to a sub-second difference.

An example of the third case, wrong agent, happens when for some reason the agent page is looking at the wrong agent codes coming in on the logs. This may happen if your configuration is incorrect and for example the agent page is looking for a SIP agent but the actual logs contain PJSIP. While the result of the analysis is a bit more forgiving (so when you force a reload by F5 it may look correct), the agent page, for efficiency reasons, requires exact codes to be matched.

To understand which codes are required, you may manually add a parameter to the page URL: dbgPoll=1, so that your agent page URL looks like http://queuemetrics.server/queuemetrics/qm_agentpage2_load.do?dbgPoll=1. This will force a reload of the page; at this point open up the browser console (it works better in Chrome) and look for entries like:

From these records you can see: