QueueMetrics version 1.5.0 has been released today. This version adds a major new component called AGAW (Agent Awareness) that lets your agents see in real-time how they are faring comparing to their queue, and puts in place an IM infrastructure where agent-to-supervisor and agent-to-product-specialist communication can be completely off-band.
This feature is currently experimental - if you'd like to test it and see if this is useful for you, see the section "The Agent Awareness subsystem (AGAW)" on page 72 of the User manual.
These are the major upgrades over the previous versions:
- Massive data fetch from the database is now 20-30% faster and requires way less memory. (#461)
- Improved fetching logic now skips unused fields (#472)
- Audio files and data export now are saved with the correct name in all modern browsers (#486)
- It is now possible to do all call-listening activities from the Visitor's page, given the correct grants (#460)
- The wait-time alarm on calls in conversation can be turned off (#207)
- It is now possibe to disable the DBtest tool and the system information displayed on the Licence page (#411)
- It is now possible to reset the analysis to the default using the "Reload" icon on top (#27)
- The internationalization engine will fall-back to English if a translation is not complete et the time Qm ships (#506)
- The QA module now offers average scores per queue (#361)
- It is possible to hide the technical details about QM in the configuration page (#411)
- Agents are now filtered alphabetically in the combo (#454)
- The Licence page now shows the currently used storage model. (#512)
- Once they have been used, action popups on the Agent's page will close down automatically in 30 seconds (#551)
- New icons used for inbound-outbound calls (#446)
- "Qualified Contacts" added anc computed system-wide (#328)
- "Qualified conversions" added to the daily distribution page (#354, #355)
- Lost calls are removed when filetering on a specific agent (#356)
- Added new verb "ADDMEMBER2" to log the extension information along with the queue add information (#419)
- The "wrap time" can be computed on a given set of pauses
A great number of bugs have been fixed also:
- Bugs #468 and #481: when multiple restriction criteria had no resulting overlapping set, all agents would be allowed instead of none. Fixed.
- Bug #471: The "max_bytes_agent" parameter would be used to refilter data fetched in MySQL mode.
- Bug #472: Useless verbs (RINGNOANSWER, AGENTATTEMPT, HEARTBEAT) are skipped when fetching in Agent mode.
- Bug #486: File names for file streaming are now correct even in Firefox.
- Bug #483: "Local/xxx" channels were sometimes shortened arbitrarily buy the parser
- Bug #511: The Number of CLID digits to search dropdown box did not show any digit
- Bug #536: Improved error logging
- Bug #543: Database updater
- Bug #247: The pause start time would be incorrect if multiple pause events were recorded
- Bug #93: You can now click on the "back-arrow" on the browser from the configuration subsystem
- Bug #393: Improved configuration editor
- Bug #378: The QA configuration editor would sometimes break
- Bug #416: The table definition for the queue_log table has been improved to allow for long URLs storage
- Bug #432: CSS file was incorrect for Firefox on Mac.
- Bug #449: Some fields would not show the correct background color in IE
- Bug #492: QM would crash trying to open the Call detail popup
- Bug #493: Improved QA captions to make it clearer
- Bug #554: Reduced useless logging
- Bug #540: The Red alarm would sometimes not play the correct audio file.
- Bug #155: Correct agent sorting
- Bug #357: Paging buttons now are on the top and on the bottom of a paged list
- Bug #377: Creating a new QA form, the "N Calls graded" field would be incorrectly loaded
- Bug #509: Going back from the "Unanswered calls" detail now goes to the "Unanswered calls" page
- Bug #264: The "unique_row_count" field may be missing from the queue_log table
- Bug #340: The "all selected" line in the Realtime page would sometimes be off.
- Bug #280: Buttons on top and on the bottom of the config editors.
- Bug #285: The editor page autofocus the first input box
- Bug #324: Title menu would sometimes break
- Bug #344: "Spill" and "Wrap" service groups were inverted
- Bug #358: The location code would be shown everywhwere and not its description. Fixed.
- Bug #382: Conting sales, contacts and QContacs could sometimes be off.
- Bug #396: Scrollbar added to the session list.
- Bug #560: the MySQL Storage page was not working in Opera 9.
In total, this release produces well over 150 different results and is available in 10 different languages.
The release and the updated, 190-page User manual are available now on the Download page: http://queuemetrics.com/download.jsp
Installation and update of running systems can also be done using the yum command.
