A lot of changes have been made to the Agent's page in QueueMetrics 1.5.1.
We try to summarize them here; of course you should see section 7 of the updated QM user manual for a complete reference. In order to make them work it is necessary that you update the
extensions_queuemetrics.conf with the one that comes with 1.5.1.
Automatic URL openingIt is now possible to set a configuration option to have new URLs automatically open when the agent reloads the page. This saves one click for inbound call centers that use an external CRM app.
New login using ADDMEMBERAs well as automating the AgentCallBackLogin()-style logon and logoff procedures, it is now possible for agents to logon and logoff to all of their queues using ADDMEMBER statements - even for all queues at once. As QM knows on which queues an agent is supposed to work, they can get the benefits of avoiding Agent channels altogether and yet avoiding the hassle of logging on manually to each queue.
Note: you should disable from the configuration file the login style that your agents are not supposed to use.
Assisted dialAgents can now use an assisted interface to place outbound calls. By clicking on the
Dial button, they can select on which outbound queue the call is supposed to be placed and enter the number they need to call. This should make it easier to use this feature than to dial campaign code and outbound number.
Note: you will have to customize the
extensions_queuemetrics.conf to match your outgoing trunk.
User-definable function buttonsIt is now possible to have up to four user-definable function buttons; they can either launch external URLs (e.g. your intranet) or trigger dialplan events in Asterisk. They can be fully defined or turned off from the configuration file.
Broadcast messagesAGAW Broadcast messages now appear on the Agent's page, thus making them useful even for non-AGAW users.
More information on the AGAW (Agent Awareness) subsystem can be found in section 8 of the QM user Manual.
AGAW informationAGAW information - the same that would be diplayed in the Firefox client - can now be seen in the Agent's page.
More information on the AGAW (Agent Awareness) subsystem can be found in section 8 of the QM user Manual.
Auditing toolsAll calls made to the Asterisk dialplan by QM now include a variable QM_LOGIN that has the login name ofd the user on which behalf the action is being performed. This makes it easy to create an audit trail of who performed critical/sensitive operations, e.g. live audio monitoring of agents.
We look forward to your comments and feedback on these new features.
