QueueMetrics 15.10 released

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QueueMetrics 15.10 released

Postby loway_ch » Thu Oct 22, 2015 2:40 am

Loway releases a new version of its famous QueueMetrics call-center suite for Asterisk.

Version 15.10 is guided by usability and layout improvements that make the call-center management process easier and richer.

This new version supports Asterisk 13.6 and introduces the concepts of tags, features and skills, as optional ways to categorize ACD traffic.

A "tag" is a specific attribute that splits calls in a queue into mutually-exclusive subgroups. Tags are meant as a general mechanism to replace existing "sub-queues" that keep a clean distinction between the reason why a call was queued and the queue that was used to process it.

A "feature" is a secondary outcome - for example, an agent does not just mark a call as being a sale, but they keep track of business-relevant attributes you want to monitor. Did the caller accept to be signed up to a mailing list? Now such business goals can be tracked and analyzed.

A "skill" is a specific attribute of a call that requires a special ability to be present at a required grade in the answering agent.

Those powerful features make QueueMetrics able to analyze calls at a finer level.

QueueMetrics 15.10 includes:
  • Saving reports on the home page
  • Support for tracking skill-based routing
  • New reports and real-time monitoring options
  • Input of feature codes within the Icon agent page
  • New configuration and security-key editors
  • WombatDialer integration for scheduled recalls on the Agent's page
  • Improved WebRTC softphone
  • Updated layouts

Discover what's new in details: http://manuals.loway.ch/QM_WhatsNew-chunked/ch12.html

QueueMetrics is available as an on-premise or fully hosted solution. You can get a free evaluation key from http://queuemetrics.com/try-free.jsp
Loway - Call-center solutions - Home of QueueMetrics and WombatDialer
loway_ch
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