Loway Switzerland announces QueueMetrics Call-Center Monitoring Suite Version 15.10

STABIO, Switzerland - Oct. 21, 2015 - PRLog -- QueueMetrics 15.10 is a release guided by usability and layout improvements that make the monitoring and management process easier and richer.

This new version supports the brand-new Asterisk 13.6 and introduces the new concepts of tags, features and skills, as optional ways to categorize your ACD traffic.

A "tag" is a specific attribute that splits calls in a queue into mutually-exclusive subgroups. Tags are meant as a general mechanism to replace existing "sub-queues" that keep a clean distinction between the reason why a call was queued and the queue that was used to process it.

A "feature" is a secondary outcome - for example, an agent does not just mark a call as being a sale, but they keep track of busines-relevant attributes you want to monitor. Did the caller accept to be signed up to a mailing list? Now such business goals can be tracked and analyzed.

A "skill" is a specific attribute of a call that requires a special ability to be present at a required grade in the answering agent.

Those new concepts are very powerful and make QueueMetrics able to analyze calls at a finer level.

New features include:

- Support for tracking skill-based routing

- A walth of new reports and real-time monitoring options

- Input of feature codes within the Icon agent page

- New configuration and security-key editors

- WombatDialer integration for scheduled recalls on the Agent's page

- Improved WebRTC softphone

- Updated layouts.

Discover what's new in details: http://manuals.loway.ch/QM_WhatsNew-chunked/ch12.html