Stabio, Switzerland, October 23, 2015 --(PR.com
)-- QueueMetrics 15.10 is a release guided by usability and layout improvements that make the monitoring and management process easier and richer.
This new version supports the brand-new Asterisk 13.6 and introduces the new concepts of tags, features and skills, as optional ways to categorize your 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 busines-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 new concepts are very powerful and make QueueMetrics able to analyze calls at a finer level.
New features include:
- Support for tracking skill-based routing
- A walth of 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