When setting up FreePBX, you can tell it to either use the default Extension mode
or use the
"User & Device" mode. While in Extension mode the user (agent)
code and thir extension match, in U&D mode they are independent.
When running in this mode, agents are logged in one way when they join
a queue (usually with their extension code) and in a different way (using their
user name) when they receive a call. So QueueMetrics sees the equivalent of
"Extension 203 logged on at 9:30 and John received a call at 9:31" and
cannot natively make sense of it, as it is never logged that extension
203
goes under the name
John. That's why you see agents logged under one name and
handling calls under a different one.
In order to handle this, QueueMetrics has the concept of "Friendly name", that
is a name that you configure on the agent configuration page that will be mapped to the
same agent code. So, if you set up a friendly name of "John" for Agent/203,
whenever QueueMetrics finds a "John" it will silently rewrite it as Agent/203.
This way, calls are attribuited correctly and agent sessions are counted correctly.
You can have multiple friendly names for the same extensions. Just enter them
separated by a pipe character. This is needed in case you changed the User name
during the period under analysis.
Please note that agent session statistics will be incorrect if you do
not set Friendly Names when they are needed. In general, anyway, if you need to
keep track of multipl epeople working from the same extension, QueueMetrics
Hotdesking mode will be a better approach.
See also: