QueueMetrics 14.06

Release 14.06 offers significant improvements to the QueueMetrics package. They are centered around QueueMetrics Icon, the new innovative Agent Page.

The major changes we implemented are:

  • A complete QueueMetrics layout restyle.

  • The new Icon Agent Page.

  • The integrated WebRTC Softphone.

  • The new JSON APIs for configuration and reporting.

  • A new, easier to use IVR tracking mode.

QueueMetrics layout restyling

We completely restyled QueueMetrics to match the demand for a fresher interface. The layout is now very clean and modern so that users can easily find what they need. A complete overhaul of the visual elements brings sharper windows corners, subtler drop shadows, more solid colors and a stylish font. The new look-and-feel greatly improves usability, facilitates learning and makes using QueueMetrics daily a pleaser experience.

Icon: The new Agent Page

We designed the new agent interface in order to provide users with the best usability combined with an innovative and minimalistic design that focuses all interactions with only one icon on a completely clean panel layout.

qm1406 IconAgentPage

Using Icon, agents can operate all their call-center functions with only one control icon. Several new exciting features were added:

  • A workspace with draggable and resizable windows for each main activity.

  • Integrated WebRTC soft-phone.

  • Native integration with external CRMs and custom web pages.

  • Easier, intuitive queue login/logout and pause/unpause procedure.

  • Customizable agent display layout with sessions persistence.

  • Keyboard shortcuts for all the panels.

Access to the Icon page when upgrading existing systems is controlled on a user or class basis through the security key NEWAGENTPAGE. You have full control on when and to whom it will be shown.

'See also:'

  • QueueMetrics User Manual: chapter 8.7

The Integrated WebRTC Softphone

Following the generalized trend towards WebRTC, an innovative embedded soft-phone was integrated in Icon. It allows agents to receive and originate calls without an external SIP phone. This way you can provision new agents with only a modern browser and a pair of earphones - nothing to install on their workstations.

WARNING At the moment, the level of support for WebRTC in different browsers is in flux. Icon’s targets were Google Chrome 35+ and Asterisk 12 PBXs. An example of the current configuration needed to get it up and running is available in the Advanced Configuration manual.

A New JSON API interface

QueueMetrics now benefits from a new JSON API that wraps and extends the old XML-RPC API. This is now the primary access API for QueueMetrics. From the JSON API you can:

  • Access and modify all the QueueMetrics configuration (retrieving and creating queues, agents, reports, etc.)

  • Run reports on the statistics, the Real Time page, QA and more. All existing XML-RPC methods have an equivalent one-to-one call in JSON.

The new API comes with an extensive JSON API manual.

'See also:'

  • The QueueMetrics JSON API manual

New IVR tracking mode

The new IVR tracking mode lets you define an "area" for each IVR incoming call, so that you can limit the visibility of each call to a subset of queues/areas. For example, if you run a DID for each client, you can assign IVR calls that do not enter any queue to a separate area for each client and they can appear separately in reports.

The new IVR tracking mode is completely compatible with previous IVR-tracking logs.

'See also:'

  • QueueMetrics User Manual: chapter 9.1.2

Misc changes

A number of bugs present in previous releases are now fixed:

  • Agent page uses a lot of memory on Firefox (#2229)

  • Logging off agents from queues they do not work on anymore (#2306)

  • QueueMetrics 14.03 does not connect to Asterisk 12.1 (#2311)

  • Clean Tomcat cache at the end of the installation (#2314)

  • Queue names are lowercased when logging off (#2322)

  • Page does not work after pressing F5 (#2333)

  • The new agent page does not refresh properly (#2290)