Maybe the biggest complain we had over the years in terms of functionality of QM was: how can I create my own wallboard? Wallboards are an unusually "tough" topic, because seeing as a wallboard has very limited space available, everybody wants it different somehow.

We used to offer a set of scripts that would implement custom wallboards on top of QueueMetrics, but they were too complex for most people to run, so this used to be a pain point for many users.

Well, those days are over!

You can now create custom wallboard by dragging and dropping graphical components on a canvas. You can change their color, resize them and add custom color alarms to them.

Wallboards are made up of multiple views that will rotate periodically. You can have multiple wallboards in a system that can be shared between users or run automatically through a single URL to power "kiosks" that run without human interaction.

Wallboards are a very powerful and effective function - if you upgrade an existing system you will find a plain wallboard that functionally replaces the "old" QueueMetrics wallboard, while if you install a new system from scratch you will find a modern wallboard that is waiting for your final touches.

TIP If you upgrade an existing system, do not forget to add the keys WALLBOARD_ADD and WALLBOARD_FORALL to your administrators so they can edit and save wallboards.

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QueueMetrics used to need a special piece of dial-plan included in order to perform actions, e.g. logging on and off queues, setting pauses and monitoring calls.

QueueMetrics 17.06 is now able to connect directly to your PBX and perform those actions directly, which means:

The new DirectAMI mode is enabled by default on new installs, and can be very easily turned on on existing systems. Existing interaction though the dial-plan (so called "classic" mode) can still be used, but we suggest migrating to DirectAMI in most cases.

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The Synchronizer module is a functionality which goal is to assist the user in configuring QueueMetrics' queues and agents.

What the module does is the following:

It also allows you to post the required single JSON object, and therefore to synchronize QM in one single step.

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Some users used to complain that using agent codes to log their agents in - e.g. Agent/12345 - was hard to remember for agents.

QueueMetrics 17.06 allows you to define an agent’s email in the User Configuration to use it as an alternative to the full log-in, making your life easier and giving your agents one less code to remember.

QueueMetrics configuration editors were changed significantly; they are now fully localizable, allow the deletion of multiple items at once and in general easier and more pleasant to use.

A new report is now available to count how many calls were received having a specified skill set required. This lets you see how multiple skill sets interact with each other, and the SLA results.

The new report has to be manually added to your reports by selecting it through the Reports editor.

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This block breaks down all the agents' talk times in one-hour long timeslots. This information is grouped by agent, so you can keep track of how many minutes or hours of conversation your agents are having during the course of the day, across a given period of time.

For example, if your agent starts a call at 9:55 AM and ends it at 10:20 AM, the new report will show the agent in conversation for 5 minutes at 9 AM and 20 minutes at 10 AM.

The new report has to be manually added to your reports by selecting it through the Reports editor.

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