Recent Posts

41

Running QueueMetrics / Re: Unavailable agents showing up in realtime page

« Last post by kravasi on September 09, 2020, 09:34:34 »

Hi,

can you send us a couple of screenshots of the issue at support@loway.ch ?

Also please specify if you are using dynamic or static agents, and how you are logging in those agents if they are dynamic.

Let us know 

42

Running QueueMetrics / Unavailable agents showing up in realtime page

« Last post by gopal2k on September 08, 2020, 05:42:26 »

I have a queue where Unavailable agents are showing up in the QM realtime page. I have configured the queue in such a way joinempty is yes, since I wanted to track all the calls coming to queue. But while generating a full day report, one of the unavailable extension which shows in realtime page, doesn't have any lost calls, since at least it supposed to show as N.of lost calls in reports under "ACD attempts by terminal".

How to remove this either from realtime page or atleast it supposed to show in the report section that he missed these many calls.

Thanks.

43

QueueMetrics installation / Re: Auto Login agents

« Last post by kravasi on August 31, 2020, 09:12:48 »

Hi, unfortunately this will not be implemented in QueueMetrics.
This is mainly due to the fact that in order to enable that, the dev team would like to implement auto-logout as well when agents close the agent page.
However this is much harder to do because of all the different ways that a page could be closed either by mistake: crash, computer turning off, or on purpose by closing the browser, opening a link etc.

For this reason the suggestion has been removed from our roadmap.

44

QueueMetrics installation / Re: Auto Login agents

« Last post by yojarmye on August 27, 2020, 23:29:36 »

is possible in this moment?

45

QueueMetrics news / QueueMetrics-Live workshop at ClueCon Deconstructed

« Last post by Mausabot on August 20, 2020, 11:31:03 »

Loway QueueMetrics-Live was an official sponsor of the virtual conference ClueCon Deconstructed that happened on August 4-6, 2020.
Our engineer Kevin Ravasi held a workshop with David Duffett about harnessing FreeSWITCH for scale-invariant call center reporting in growing VoIP providers.

FreeSWITCH is one of the best options for VoIP providers of all sizes that offer multi-tenant PBXs services. Many of them handle structured call flows and need accurate reporting and management tools. The workshop presents the challenges faced evolving an Asterisk-based, on-premise product into a multi-platform SaaS that can be deployed easily, regardless of scale.

You can watch it at https://www.youtube.com/watch?v=SxVWPBUn3b4&t=2s

With QueueMetrics-Live you can monitor everything in your call center with over 200 different historical metrics, full QA and realtime process managing from your wallboards and real-time views.
QueueMetrics-Live is a worry-free on-boarding service with a dedicated engineer during the trial and easy integration with VoIP providers.

ClueCon 2020 is a virtual conference for developers held every summer by the team behind the FreeSWITCH open-source project. The primary focus is to discuss Voice over IP, open-source software and hardware, Telecommunications, WebRTC, and IoT. Represented projects are FreeSWITCH, Kamailio, Asterisk, OpenSIPS, FusionPBX and many more.

You can request your QueueMetrics-Live trial at https://www.queuemetrics-live.com/?lid=N189

46

QueueMetrics news / Loway at CommCon Virtual 2020

« Last post by Mausabot on July 23, 2020, 10:51:03 »

Want to learn something new? CommCon sessions now available.

Due to the Covid19 crisis, CommCon was held as  a virtual conference format with 20 Sessions over 5 days, with world class experts in VoIP and WebRTC discussing the present and future of VoIP technology, market and community.

The conference happened between the 13th and the 17th of July, but all of its material is freely available online - it  is a great opportunity for you to discover news and suggestions to improve your call center and VoIP business.

"We are very proud of helping make CommCon happen as a Gold Sponsor" - says Lorenzo Emilitri, CEO of Loway - "because of the high quality of content produced will definitely help our community of VoIP professionals to grow inclusively, no matter where people live. "

Check out Lorenzo's presentation on modern analytics for contact centres and how to deploy it at scale for hosted VoIP providers at:

https://youtu.be/AW-NB2JHEd4

And make sure you check out all the excellent and free content available on the channel.

47

QueueMetrics news / MiRTA PBX Integration Guide for QueueMetrics-Live

« Last post by Mausabot on July 02, 2020, 12:46:39 »

How can you connect your MiRTA PBX with QueueMetrics-Live monitoring software?

MiRTA PBX is now fully compatible with Loway's QueueMetrics-Live, offering an enhanced monitoring and reporting suite to call center professionals.

QueueMetrics-Live is natively multi-tenant, therefore it is a perfect fit for voip providers running MiRTA, because each MiRTA tenant maps to a single QueueMetrics instance.

QueueMetrics lets you track agent productivity, measure targets, conversion rates, ACD, IVR, Music on hold, generate outbound campaign statistics, monitor realtime processes and more.
It includes a dedicated agent interface with text messages and alarm options, an agent page, a wallboard system, a ready to use WebRTC softphone and a complete quality tracking tool.

In this tutorial you will learn the necessary steps in order to integrate your QueueMetrics-Live instance with your MiRTA PBX installation.

Read it now:
https://www.queuemetrics.com/blog/2020/07/02/MiRTA-PBX-Integration/?lid=U181

48

Running QueueMetrics / Re: Call tagging

« Last post by Itgigi (Loway) on July 02, 2020, 10:32:02 »

Hello Fropa,

If you ware using the QueueMetrics Agent Page you can set a specific outcome for each individual call, sure.

You can have a look at more information in our documentation:
https://manuals.loway.ch/QM_UserManual-chunked/ch09.html

Best Regards,
Iacob

49

Improving QueueMetrics / Re: Incorrect sorting (non numeric) on UN17 - Call Overview

« Last post by Itgigi (Loway) on July 02, 2020, 10:29:28 »

Hello Cwstevens,

We are aware of this issue.

You can update QueueMetrics to the latest available version (currently 19.10.19).

This specific datablock has been corrected, but there are a couple other datablock that are not being sorted correctly.
This will be addressed in the next major updated.

Best Regards,
Iacob

50

Running QueueMetrics / Re: Call tagging

« Last post by fropa on June 26, 2020, 13:37:51 »

Is it possible to tag each call individually from web panel?