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