A tag is a specific attribute that splits calls in a queue into mutually-exclusive subgroups. For example, if you were to implement an inbound call-center for booking events, you could add a tag for each event - people call multiple numbers but are queued on the same physical queue. Or if you run an outbound campaign, you can use the tag to track the list from where the number was taken, in order to track its sales results. 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. A call can have multiple features; some of them might be valid only if some primary feature was set. For example: when you make a sale, you could have optional features like "Sent sales booklet" to make sure that some procedure was followed. You can optionally have a goal feature, that are features agents are scored upon, and that are counted/tracked separately.

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. For example, a call might be routed asking for "English: 50" and "Internet: 70", therefore asking for an agent who is pretty good at supporting Internet issues and that speaks decent English.

OU07 - Call results, by tag

OU08 - Call results, by feature code

AG13 - Agent Session View

AG14 - Queue Session View

AG15 - Agents by Hour

AG16 - Tag Session View

AG17 - Cumulated sessions by Queue, Tag

OK15 - Required Skills for Taken Calls

UN19 - Required Skills for Lost Calls

UN20 - Required Skills for All Calls

It is now possible to generate direct links to the log-in page of QueueMetrics, so that from an external page you can link to QM and log in at once

Misc performance improvements that should be noticeable on systems having > 200 agents

Support for CentOS 7 / MariaDB

The JSON API now implements the full set of agent actions: you can e.g. log in an agent at the PBX level by caling a QueueMetrics API

#2557 - Automatic logon on non-auth direct ink

#2469 - New centralized CBT tracking

#2473 - Sorting by columns on the Performance Tracker Page

#2511 - Multi-stint: if set outcome on non-last call, outcome is ignored

#2554 - User-selectable timeout for entering post-call information

#2555 - Expansion of Tag, Features and Variables in URI

#2570 - Realtime engine caches events for a period longer than required

#2387 - Conversions are not counted by Performance Tracker

#2470 - Pushing training to Agents

#2472 - Adding a note to CBTs and Coaching tasks

#2475 - Editing QA forms

#2612 - New index for QA - Mysql 5.6.20

#2691 - Agents duplicated in Training and Coaching page

#2713 - Hotdesking not working when running reports

#2781 - Very slow queue expansion

#2885 - On RT error, 404 qm_start instead of error page

#2897 - Performance issues on Calls by Agent

#2899 - Slow exception on U.cint()

#2545 - Docs fail2ban

#2667 - Upload of batches of queue_log rows

#2670 - Centos7 / Elastix 4

#2726 - Running multiple TPF requests in parallel easily breaks

#2737 - Encoding issue on JSON responses API

#2886 - JSON API: cannot acces single user

#2888 - Wrong qloader dependency on CentOS7

#2891 - Direct login links

#2904 - Error importing from queue_log (configuration wizard)

#2911 - JSON calls seems not terminates when adding elements API

#2915 - Error editing agent groups

#2665 - User preference keys are sometimes duplicated on the DB

#2666 - Agents are not shown as logged-out in Icon

#2692 - New smarter drop-down selector in Icon

#2706 - User-definable go-to URL when clicking on the QM logo

#2707 - Wombat recalls: server interactions

#2708 - Performing agent actions through a JSON API

#2750 - Occupancy can be higher than 100%

#2779 - Invalid SQL with not numerical call_ids

#2786 - ErrProd 15.02: DayOfWeekFilter

#2787 - ErrProd 15.02: initCustomReport

#2802 - Overlap on SPH and similar

#2803 - SPH on IMM reports

#2804 - Wrong SPH in performance tracker

#2810 - Wrong SPH in AGAW

#2815 - Integrated softphone uses a plugin that is unsupported.

#2914 - Impossible to fill a QA form via API

#2797 - When the session expires, page is not correctly redirected