QueueMetrics > Outbound and QueueMetrics

Outbound calls in QM 1.5.1

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QueueMetrics:
QueueMetrics version 1.5.1 has a facility to keep track of outbound calls that are placed using a separate verb to distinguish them from inbound ones.

This makes it possible to implement a few new functionalities:

1. we keep track of the agent who placed the call even for lost calls; this means that when you filter by agent, you are going to find the outbound calls he tried to place but did not go through as well. This was a major feature a lot of users requested.

2. in the realtime page, you see agents busy as soon as they start placing a call, not just when the call is connected

3. outbound calls do not auto-instantiate an implicit agent logon.

In order to make this work, you simply have to use the extensions_queuemetrics.conf file that comes with 1.5.1. You can of course keep using the old version or the AGI script, and QM will behave as it did in previous versions.

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