New feature: At last – Pie charts! We have added a new set of charts to the main QueueMetrics reports, thanks to Google Charts – these are not just pie charts, but also SLA graphs and change-over-time graphs. These charts are dynamic and make reports better looking and easier to look at. Try to click on pie charts and see what happens!
We do accept suggestions on how to improve them in order to maximize readability and usability.
New feature: The new Search Criteria This feature is another all-time favorite: search criteria. By going to the Custom Reports page, you can now run a query to find a narrowly-defined set of calls – for example by caller-id, by duration, by termination status or by number of rings. The new criteria will make it possible to produce an endless set of graphs and statistics for specific situations, and to pinpoint problems very quickly.
We also added two new attributes to each call: the DNIS and the IVR choice. You need to do a small change to the Asterisk dial plan in order to log them, but the benefits are well-worth it if you have multiple incoming lines and multiple selection choices.
New feature: Improved Oreka integration It is now possible to do listening of live calls using the Oreka plug-in, right from the real-time page.
QueueMetrics is also able to detect VNC session recordings that are linked to a given call, and is able to play them back, so that you can see what the agent was typing during the call.
These features will work with the commercial version of the Oreka recorder.
To know more about Oreka, visit
http://www.orecx.com/web/New configuration wizard and database tools We completely rewrote the old configuration wizard. It is now possible to use nearly any data source as the configuration parameter – not just local Asterisk configuration files, but also the Asterisk Manager interface, the Asterisk-Realtime database, an existing queue_log file and even the Asterisk manager for a clustered instance! You can also run the wizard using a script, e.g. to keep a configuration in sync with some existing configurations.
The Database version checker and updater has also been rewritten as a wizard, and is now easier to use and can perform database optimizations on the user's behalf. It also makes it easier to understand which configuration files are being used.
In order to access the new features on an existing installation, do not forget to add the CONFIG key to your admin users.
A safer Qloaderd A new version of Qloaderd is available; it will improve loading under extremely heavy conditions, if Asterisk is not able to output complete log records at once. The update should be completely automatic using yum.
Though this will not be needed by the majority of our users, we suggest upgrading anyway – there are no downsides and you get the extra safety at no additional cost.
Are you installing QueueMetrics? Get certified! We are seeing definite interest in getting a certification program for QueueMetrics installers. We plan to do a certification class in September/October this year, to be held in Italy, near Milan.
If interested, please contact us for details.
