7. Release 13.12

Release 13.12 addresses usability and bug fixes in a number of areas. The main theme of this release is integration - generating reports externally and having them included in QueueMetrics, integrating with popular CRM software packages, integrating with Asterisk 12 and with external process watchdogs.

In total, over 70 issues were fixed/added in this release.

This release paves the way for major changes to come in 2014, including a new Agnet page and WebRTC integration.

7.1. Externally-generated report pages

Would you like to integrate external data sources into QueueMetrics? Imagine that you want to run a QueueMetrics report and display a statistic with a graph about the items that were sold by your call-center. QueueMetrics does not handle this kind of information, so previously the only option would have been to generate externally a report that would include QueueMetrics data and data generated from external systems.

Since version 13.12, you can write small HTTP scripts - producing HTML, structured XML or JSON - that can have their output embedded in QueueMetrics pages as if they were native reports. They can be saved, printed and exported to PDF/Excel.

See also:

  • XML-RPC User Manual: see chapter 6. Dynamic blocks in QueueMetrics.
  • Examples are available under the mysql-utils/xml-rpc folder.

7.2. Improved QA features

The Quality Assessment (QA) modules in QueueMetrics have been improved by adding a number of features that make working with it smoother and more powerful, especially when tracking down unexpected or incorrect scores.

  • Management by exception: you can dynamically filter which items you want to see in a QA form.
  • Overall QA summary: it is now possible to see an average for the whole form.
  • Queue pull-down box: in QA and elsewhere, combo boxes are now searchable.
  • Hi-lighting criteria not at target: in the Performace Tracker page you can highlight elements dynamically.
  • Editable names for QA levels: you can have different names or remove a score range altogether from your forms.
  • Section-level shortcuts and auto-fails: it is possible to earmark a QA item so that sets the score for the whole section to zero if it fails.

7.3. Easier integration to external CRMs

We created a new section in the Advanced Configuration manual that is meant to get you up to speed quickly when integrating Queuemetrics with any external CRM.

We also created example scripts that integrate easily with SugarCRM and VTigerCRM, the most common CRM applications used by our clients.

See also:

7.4. Ready for Asterisk 12 and easier to deploy

QueueMetrics 13.04 fully supports Asterisk 12. Asterisk 12 introduces a large set of changes in its architecture and will be the basis for future Asterisk PBXs. One notable feature that Asterisk 12 introduces is - at last - the ability to have attended transfers from queues.

Though Asterisk 12 is still in beta at the moment we’re writing, you know that QueueMetrics is ready for when you need to switch over.

QueueMetrics also add a watchdog page - that is a page that reports - as a JSON service - the current state of the system, and the current memory allocation. We offer an example script on how to call this periodically and restart the system if the page does not work.

See also:

  • QueueMetrics User Manual: The QueueMetrics watchdog page

7.5. Misc changes

Agent page:

  • Automated refresh on agent events when running in ActivePolling mode
  • Correct sort order of calls
  • Setting of call statuses
  • Improved support for IE
  • Correct display of conversation time for live calls

Realtime page:

  • The action wand does not disappear anymore
  • Correct IVR timing
  • A few fixes on how agents were counted in corner cases

Reports:

  • Improved generation of XLS and PDF doocuments
  • Percentages of calls taken and lost displayed on top of the page
  • A few fixes for IVR measurement
  • Improved Oreka integration for audio/video playback