The top status panel shows a quick status report for the current situation.

The first line shows information for all selected queues as a sum, while if there is relevant information for a specified queue it is displayed in a separate line. If an alarm is triggered for one of the numeric values displayed, the relevant cell turns either yellow or red.

The displayed fields have the following meanings:

Please note that, as agents are not linked to a specific queue save for the moment they are actually talking to a caller on the queue, the agent information is computed for all agents on the Asterisk server and not for specific queues, unless the "Members" option in the "Agents" dropdown is selected.

A list of calls flowing through the selected queues is presented on the middle table. If no call is present the table is displayed empty.

When a call is processed, the following fields are shown: - Queue: the queue that is handling the call; - Caller: The Caller*ID, if available; - Entered: The date and time the call entered the queue system.

If the call is not answered yet, the "Waiting" field is displayed in red and is calculated according to the current date and time of the server. If your QM is on a different server, make sure the clocks are exactly aligned or you may see strange values in this field. The NTP protocol offers excellent clock synchronization precision and is available on most operating systems.

When a call is answered, the "Waiting" field tells the time that the caller had to answer; the "Agent" field shows the agent (or terminal) the caller is talking to and the "Duration", in red, is the current call duration.

If the call is ongoing and connected to an agent, moving the mouse on the wizard icon at the end of the line, some icons, like Call Monitor and VNC Monitor icons may be present. By clicking on one of these icons you activate the specified monitoring (see below).

If the call is ongoing and you have the special grants to do so, a red scissor icon might appear, moving the mouse on the wizard icon, to allow for brute-force call closure. See the section Closing ongoing calls for further details.

As soon as a call is completed or hung up, it exits the Calls panel.

This panel can be turned on or off through the "Calls" dropdown on the top of the page.

The "Srv" column is used only in cluster-based environments to tell you on which server the call is being handled.

A list of available agents for all queues is displayed in this field. For each agent, the name, last log on and extension, if logged in via call-back, is provided.

A graphical indication of the status of each agent is shown using a coloured dot, where the following cases are possible:

If enabled, a VNC Monitoring icon can be shown close to the agent’s name; by clicking on it you’ll be able to open the VNC monitoring page.

This panel can be turned on or off through the "Agents" dropdown on the top of the page.

The Queue(s) field shows the queues an agent is logged on to. This is meaningful only for agents who log-in on a queue-by-queue basis using the AddMember command in Asterisk. If an agent logs on to all queues he’s enabled to work on, a small database logo may be shown, telling the viewer that the agent is linked to queues through the Asterisk’s configuration.

As the queue_log file usually contains no information on what queue(s) an agent is a member of, usually all agents are shown when they log on, no matter to what queue they will work on. This might be a problem for larger call centres, so it is possible to see only calls and log-ons of agents that are a member of the current queue. Membership is set by clicking on the "Agents" button of the queue settings page. Make sure your queue membership data is up-to-date before clicking this button!

If the "All" option was selected in the "Agents" dropdown , all agents logged in on Asterisk will be shown, no matter to which queue they belong. When "Members" is selected, instead, only agents defined for the selected queue will be displayed.

The On Pause field will contain the time the agent went on pause; if the agent is using a pause code to mark the reason for going on pause, the decoded pause code is shown as well. A switch can be used to show the pause start time either as an absolute hour or a time increment.

The Last call and On queue fields show the start or disconnect time of the last call the agent handled (which is latest) and on which queue the last call was. This can be useful to diagnose queue strategy problems that lead to unfair call distribution, or agents having problems with their telephones and therefore not taking calls correctly.

You can also assign each agent to al Location, i.e. a group of agents working together that you want to monitor as an unit. They might be a supervisor’s team, or people working in the same building, or maybe in the same location for big multinational call-centres. This way you can avoid being cluttered with information about all agents working on the selected queue(s)and only see those you are actually interested in.

Note that when you filter by agents or locations you may see calls being queued and then disappear. This happens because all calls that wait to be answered on a queue are shown, but answered calls are shown only if the answering agents is a member of your defined filter conditions.

Imagine you have two groups of agents, one working in NY and the other one in LA. You are the supervisor of the NY group, so you are filtering by location. You see a call entering your queue and then disappear. The reason why might be that it was answered by someone in LA, so QueueMetrics filters it out for you.

It is also possible to have QM ask for a location to be selected in any case for Real-time reports. As locations can be key-protected, this is a handy way to determine which agents can be seen by which supervisors. In order to enable this feature, you must set the realtime.assignedLocationsOnly property. When this is set:

It is possible for you to set up both Unattended Call Monitoring and VNC Monitoring.

Unattended Call Monitoring makes it possible to listen to an ongoing call from an agent; by clicking on the small telephone-shaped icon, that will appear moving the mouse under the wizard icon, a popup will be shown where you may enter your current extension or PSTN telephone number.

As soon as you confirm the entered data, your telephone will ring and you will start listening to the ongoing call between the selected agent an the caller.

In order to set up this behaviour, please see the section Section 20.8, “Listening to live calls: Unattended Call Monitoring”. It is possible to use different PMs to handle different audio needs - see Section 19, “Listening to calls using Pluggable Modules (PM)”.

It is also possible to set up the system in order to allow the real-time monitoring of the agent’s screen using VNC. If this feature is enabled, a small screen will appear close to the agent’s name; by clicking on it, your selected VNC application will be launched and you will be monitoring the agent’s screen.

In order to set up this behaviour, please see the section Section 20.9, “Enabling VNC Monitoring” of this manual.

The real-time live page can be accessed by clicking on the "Live" tab next to the "Realtime" tab.

This page is not built from the queue_log data as all other information reported by QueueMetrics, but it’ s read right from each Asterisk box’s Managerinterface. So what you see in this page is the status of each Asterisk box, as reported by itself.

This feature is still less developed than the Realtime page, but still can be pretty useful.

On the top panel, for each queue on each server, you will see the following pieces of information:

In the calls panel you see the following pieces of information, sorted from oldest to newest by call start-time:

The Wait and Talk times cannot be distinguished at the moment.

In the agents panel you can see the following pieces of information:

The last panel details the status of each server making up the cluster. If a server is not correctly set up, it will appear as KO.

To enable the real-time live page you must do the following:

In this case most likely the Live page is correct. This is due to the fact that sometimes Asterisk will not log some events correctly, and so the status of the call-center inferred from the queue_log file may end up not being correct.

If this happens to you: