Hello QueueMetrics fans!
after a long wait, we are releasing QueueMetrics 1.7.0
. This is a significant release and offers a large number of improvements and new functionality.
The focus of this release was making it possible to do complete, industrial-grade Quality Assessments
in QueueMetrics - not only we built a lot on making the forms flexible and powerful, but we added tools to do efficient searching of calls to grade, to rate graders against each others, to keep track of agents performance over time and suggest improvements, to export calls and results (including audio files!) to ship to clients, and to generate and edit payroll data out of agent activity in QueueMetrics. All this in the very flexible and customizable way that made QueueMetrics famous.
The list of other new features is in itself impressive: we added User Tasks
so you can send an activity for someone to perform or to notify an agent, made the Audit Records
easily available, and made the UI nicer and easier to use by adding the JQuery UI
Last but not least, we improved support for the latest version of Asterisk and fixed the most common issue we had with the qloaderd, namely the loader not restarting when a logfile would be rotated - now qloaderd picks up changes automatically
after a file rotation.
All these features required a significant rework of the manuals and a large number of new FAQ entries and improved tutorials.
This release works with the same activation keys you used on your current version of QueueMetrics.
As always, we value your feedback on how to improve QueueMetrics to make it a better fit to your needs.: we prepared a short user survey so you can help us decide what you need from the upcoming versions of QueueMetrics. Thanks is advance.
Enjoy the update,
The Loway team.
--- Want to make QueueMetrics better? Take the survey!
We would love to hear what you think of QueueMetrics, and we offer you a chance to tell us what you need for the development of QueueMetrics and to make your work and life easier.
We have created a short user survey that you can fill in at:
* QueueMetrics User Satisfaction Survey at https://spreadsheets.google.com/viewform?formkey=dFdoYzB5T1NBQkp1Z2pBY0dOcm1IbWc6MQ
The survey is anonymous, though if you leave suggestions, you may want to leave your email so we can ask you for more information and to notify you when the features you requested will be completed.
We look forward to your comments.
--- Important changes
* Better qloaderd
1253 New qloaderd handling 5 data fields
1267 Automatic qloaderd detection of file rotation.
* Improved support for Asterisk 1.6
1252 TRANSFER records like Asterisk 1.6
1254 PAUSEALL with reason code as in Asterisk 1.6
* New graphs
1257 Complete decodes for IVRs and DNISs
* Better user interface
1250 Using JQueryUI
1256 Better usability for the date picker
1278 Gray background in the DBTEST AMI
1251 QA cosmetic changes
* Misc changes
1255 New license for 100 agents 10 servers
1231 QueueMetrics now working with MySQL 5.5.8 on Windows
1263 UniqueID now correct in clustered environment
1001 Multiple Stackable Pluggable Modules for audio listening.
--- New documentation and FAQs
1236 FAQ: license limits
1237 DOCS: allowed characters in an AMI password
1240 Docs: using logrotate with qloaderd
1241 Advanced Docs: rotating audio files storage by day
1262 AGENT GROUPS documented in the manual
1264 Docs: xmllint to check the validity of a web.xml file
1273 Documenting file conversion
1268 FAQ: replacing a QM server
--- Minor changes and bugs fixed
The following bugs have been fixed:
1238 NullPointerException exporting calls
1239 Small bugs IMM14
1258 Check table TASKS in DbTest
1233 Users can't login on All Assigned queues
1235 Decimal separator format on the QA form page
1243 Performance Tracking - EDITOR
1244 Performance Tracking - Division by zero
1245 Performance tracking - Form QA
1246 Realtime page
1247 Task pages
1248 Grader calibration- No deltas
1249 Payroll Notes
1259 Old reports invoked when running a 'by agent' selection
1260 Empty Groups drop-down in the Realtime Page
1271 Batch conversion when exporting audio/video files
1272 Export manifest missing exported files if not retrievable
1276 Manifest is not persisted in the context
1279 Pass a third parameter to the external shell conversion script
--- New feature: Tasks
Tasks are a general mechanism to send some QM users a set of actions to perform. This could be, e.g. an agent which call has been reviewed, or a grader knowing that an agent has accepted a task.
Differently from the way QueueMetrics usually works, tasks also allow for "direct URL linking", so that you can have a short URL that is published over RSS or email and allows the user access to the task. Before access is granted, anyway, user authentication is performed.
Tasks are shown on the top of each page generated by QueueMetrics - when you have new tasks, you see a flashing NEW icon. A userís tasks are exported over RSS - a RSS icon allows easy subscription by clicking on it.
To know more, click here: http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s09.html
--- New feature: extended payroll export
The Payroll feature has been extended by:
* Providing a PAYABLE type together with BILLABLE for pause types, so you know exactly what should be included and what should not
* Adding strong database editing capabilities to correct wrong punches and wrong status codes.
This makes it possible to use QueueMetrics as the time tracking tool for your call-center.
If your payroll system require data in a different format from ADR, is is possible to write an extension to your preferred system.
To know more, click here: http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s13.html
--- New feature: Advanced tracking of agent and grader performance
Advanced tracking of agent performance lets you pinpoint those agents whose behavior can and should be improved. In order to do this, a score is created out of multiple items related to:
* their call handling (e.g call duration)
* their call performance (e.g. number of sales)
* QA scores that were given to their calls
Scoring is based on a rule set that represent a business-specific set of targets that should be met. For each rule, you have two possible levels of non-compliance Ė that is a yellow and a red threshold.
The system then displays the agents involved in reverse score order, prompting the grader to investigate further by accessing the set of calls and the set of QA records and the relevant audio recordings.
The result of this activity is:
* In-depth knowledge of agent performance
* Agent life cycle management: the grader can move agents between agent groups, so that you can manage a process where an agent belongs to multiple skill groups during their lifetime
* Continuous improvement of agent performance through agent tasks, e.g. coaching sessions, or completing Computer Based Training to improve the agentís skills.
QueueMetrics also offers facilities to compare Graders against each other, to pinpoint anomalies and differences in valuation.
Know it all here: http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s12.html
--- New feature: Improved QA forms
The QA part has been completely reworked in order to allow for better QA scoring.
- It is possible to have a large number of items
- Short-circuit questions allow failing the entire form if an item has a bad score
- Dependent questions are enabled/disabled based on previous items
- Multiple data types for grades (numbers, Yes/No, combos)
- Item weighting when computing scores
- Better reports
Find it all from here: http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s11.html
--- New feature: Call Export
There is a need to make it possible for external parties to review the call processing as done on QueueMetrics or do an external QA monitoring on them; and similarly, there is an opportunity for a QueueMetrics-based call-center to do the same thing for external third-parties.
In order to make this possible, we need to have a way for QueueMetrics to import/export both call records (with associated audio/video recordings where present) and related QA data.
Find it all here: http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s22.html
--- Stay in touch quickly with Facebook and Twitter
You can easily stay up-to-date with what's new in QueueMetrics by adding us to your Twitter or Facebook account:
- on Twitter, we are at http://twitter.com/queuemetrics
- on Facebook, we are at http://www.facebook.com/group.php?gid=265016726083
We will post last minute and development news on both sites.
--- QueueMetrics translations
QueueMetrics is now available in the following languages:
- Spanish / Spain
- Spanish / Latin America
Thanks to our translators for making it possible!
If you would like to help translate QueueMetrics to a new language, please contact us.
Download the latest QueueMetrics from here: http://queuemetrics.com/download.jsp