Queri

Queri, or Queuemetrics Reporting Interface, sends requests to XMLRPC Client to return stats from Queuemetrics' reporting API platform given a valid set of client configurations.

Installation

Add this line to your application's Gemfile:

gem 'queri'

And then execute:

$ bundle

Or install it yourself as:

$ gem install queri

Usage

Configuring

Configurations for connecting to a Queuemetrics XMLRPC client are needed to send requests for analyses. They can be viewed with:

Queri::config

You can set these configurations with the following:

Queri::configure({username: "new_user", password: "new_password"})

or with a local YAML file:

Queri::configure_with("/path/to/a/config.yml")

Basic Usage

queues = ["1234"]
period_start = Time.now - 3600
period_end = Time.now
Queri::Stats::AgentsAndSessions::AgentAvailability.new( queues, period_start, period_end )
#=> report_object

These report objects respond to the method #response, which returns either an Array or a Hash, depending on whether the report is an agent-level or aggregate analysis. Keys for this response can be found by calling ::keys on the object class. ::key_translations for the object class returns a hash associating these keys with the raw data keys returned from the XMLRPC client.

Available Analyses

Currently returns analyses from two methods: QM.stats and QM.realtime.

• Stats
  • AgentsAndSessions
    • AgentAvailability
    • AgentBillableTimeByHour
    • AgentOccupancyReport
    • AgentPayableTimeByHour
    • AgentPerformanceByAcdGroup
    • AgentSessionDetail
    • AgentSessionTimeByHour
    • AnsweredCallsByCustomGroup
    • AnsweredCallsByLocation
    • AnsweredCallsByServiceGroup
    • AnsweredCallsForSelectedQueues
    • SessionAndPauseDurations
  • AnsweredCalls
    • AgentsOnQueue
    • AllCalls
    • AnsweredCallsByDirection
    • AnsweredCallsByQueue
    • AnsweredCallsByStints
    • CallsFullyWithinTheGivenTimeInterval
    • DisconnectionCauses
    • DnisUsed
    • IvrSelection
    • MusicOnHoldByAgent
    • QueuePosition
    • ServiceLevelAgreement
    • Transfers
  • CallDistributionByDay
    • AnsweredCallDistributionPerDay
    • AnsweredCallWaitTimePerDay
    • InclusiveServiceLevelAgreementPerDay
    • QueueLengthPerDay
    • SalesPerDay
    • ScheduleAdherencePerDay
    • TrafficAnalysisByPeriodPerDay
    • UnansweredCallWaitTimePerDay
  • CallDistributionByDayOfWeek
    • AnsweredCallDistributionPerDayOfWeek
    • AnsweredCallWaitTimePerDayOfWeek
    • InclusiveServiceLevelAgreementPerDayOfWeek
    • QueueLengthPerDayOfWeek
    • SalesPerDayOfWeek
    • ScheduleAdherencePerDayOfWeek
    • TrafficAnalysisByPeriodPerDayOfWeek
    • UnansweredCallWaitTimePerDayOfWeek
  • CallDistributionByHour
    • AnsweredCallDistributionPerHour
    • AnsweredCallWaitTimePerHour
    • InclusiveServiceLevelAgreementPerHour
    • QueueLengthPerHour
    • SalesPerHour
    • ScheduleAdherencePerHour
    • TrafficAnalysisByPeriodPerHour
    • UnansweredCallWaitTimePerHour
  • CallOutcomes
    • BillableActivities
    • CallResultsByOutcomes
    • DetailedAgentReport
    • NonbillableActivities
    • Outcomes
  • DetailsOfAgentSessionsAndPauses
    • DetailOfAgentSessions
    • DetailOfAgentPauses
  • DetailsOfAnsweredCalls
    • QueueDetails
  • DetailsOfUnansweredCalls
    • DetailOfUnansweredCalls
  • Distributions
    • AcdAttemptsByQueue
    • AcdAttemptsByTerminal
    • InboundAcdCallAttempts
  • UnansweredCalls
    • AllCalls
    • AllCallsByStints
    • CallOverview
    • CallsFullyWithinTheGivenTimeInterval
    • DisconnectionCauses
    • DnisUsed
    • DnisUsedForAllCalls
    • EnterQueuePosition
    • EnterQueuePositionForAllCalls
    • InclusiveAnsweredServiceLevelAgreement
    • InclusiveServiceLevelAgreement
    • IvrSelection
    • IvrSelectionForAllCalls
    • UnansweredCallsByKeyPress
    • UnansweredCallsByQueue
    • UnansweredCallsByStints
    • UnansweredCallsDistributionByLength
    • UnansweredOutboundCallsByAgent
• Realtime
  • Agents
  • Calls
  • Queues

Required Arguments

Required arguments differ for the report classes.

Any subclass of Queri::Stats requires timestamps for period start and end, and will correct cases in which beginning times are greater than ending times.

Any subclass of Queri::Realtime will accept timestamps for period, but they will be ignored in the returned response, as the QM.realtime method does not accept a period restriction.

Returned Values

Returned values vary between agent-level and aggregate reports. Agent-level reports return an Array of Hashes, each Hash corresponding to an agent's metrics for the requested analysis. Composite agent-level reports return a Hash associating agent usernames with an Array of Hashes (each record for the requested analysis). Aggregate reports return a single Hash; the composite metrics for the requested analysis. Composite aggregate reports return an Array of Hashes, each Hash corresponding to various criteria for the composite metrics of the request analysis.

• Agent-level reports
  • Stats
    • AgentsAndSessions
      • AgentAvailability
      • AgentBillableTimeByHour
      • AgentOccupancyReport
      • AgentSessionTimeByHour
      • AgentPayableTimeByHour
      • AgentPerformanceByAcdGroup
      • AnsweredCallsByCustomGroup
      • AnsweredCallsByLocation
      • AnsweredCallsByServiceGroup
      • AnsweredCallsForSelectedQueues
      • SessionAndPauseDurations
    • AnsweredCalls
      • AgentsOnQueue
      • MusicOnHoldByAgent
    • DetailsOfAnsweredCalls
      • QueueDetails
    • DetailsOfUnansweredCalls
      • DetailOfUnansweredCalls
    • UnansweredCalls
      • UnansweredOutboundCallsByAgent
      • UnansweredCallsByKeyPress
  • Realtime
    • Agents
    • Calls
    • Queues
• Composite agent-level reports
  • Stats
    • DetailsOfAgentSessionsAndPauses
      • DetailOfAgentSessions
      • DetailOfAgentPauses
• Aggregate reports
  • Stats
    • AgentsAndSessions
      • AgentSessionDetail
    • AnsweredCalls
      • AllCalls
      • CallsFullyWithinTheGivenTimeInterval
    • CallOutcomes
      • Outcomes
    • Distributions
      • InboundAcdCallAttempts
    • UnansweredCalls
      • AllCalls
      • CallsFullyWithinTheGivenTimeInterval
• Composite aggregate reports
  • Stats
    • AnsweredCalls
      • AnsweredCallsByDirection
      • AnsweredCallsByQueue
      • AnsweredCallsByStints
      • DisconnectionCauses
      • DnisUsed
      • IvrSelection
      • QueuePosition
      • ServiceLevelAgreement
      • Transfers
    • CallDistributionByDay
      • AnsweredCallDistributionPerDay
      • AnsweredCallWaitTimePerDay
      • InclusiveServiceLevelAgreementPerDay
      • QueueLengthPerDay
      • SalesPerDay
      • ScheduleAdherencePerDay
      • TrafficAnalysisByPeriodPerDay
      • UnansweredCallWaitTimePerDay
    • CallDistributionByDayOfWeek
      • AnsweredCallDistributionPerDayOfWeek
      • AnsweredCallWaitTimePerDayOfWeek
      • InclusiveServiceLevelAgreementPerDayOfWeek
      • QueueLengthPerDayOfWeek
      • SalesPerDayOfWeek
      • ScheduleAdherencePerDayOfWeek
      • TrafficAnalysisByPeriodPerDayOfWeek
      • UnansweredCallWaitTimePerDayOfWeek
    • CallDistributionByHour
      • AnsweredCallDistributionPerHour
      • AnsweredCallWaitTimePerHour
      • InclusiveServiceLevelAgreementPerHour
      • QueueLengthPerHour
      • SalesPerHour
      • ScheduleAdherencePerHour
      • TrafficAnalysisByPeriodPerHour
      • UnansweredCallWaitTimePerHour
    • CallOutcomes
      • BillableActivities
      • CallResultsByOutcomes
      • DetailedAgentReport
      • NonbillableActivities
    • Distributions
      • AcdAttemptsByQueue
      • AcdAttemptsByTerminal
    • UnansweredCalls
      • AllCallsByStints
      • CallOverview
      • DisconnectionCauses
      • DnisUsed
      • DnisUsedForAllCalls
      • EnterQueuePosition
      • EnterQueuePositionForAllCalls
      • InclusiveAnsweredServiceLevelAgreement
      • InclusiveServiceLevelAgreement
      • IvrSelection
      • IvrSelectionForAllCalls
      • UnansweredCallsByQueue
      • UnansweredCallsByStints
      • UnansweredCallsDistributionByLength

Contributing

1. Fork it
2. Create your feature branch (git checkout -b my-new-feature)
3. Commit your changes (git commit -am 'Add some feature')
4. Push to the branch (git push origin my-new-feature)
5. Create new Pull Request