How do I make my agents know which queue is ringing their phone?

It's not possible for QueueMetrics to know which queue is ringing your agents' phones, since that depends also on internal Asterisk's decisions based on its configuration.

What you can do is to modify the caller id of the call, to show the queue's name before the caller's number.

Modify the queue's dialplan adding, before the Answer:
exten => queue-ext,n,Set(CALLERID(name)=queuename - ${CALLERID(num))

Permalink - Back to FAQs

QueueMetrics Training