Unfortunately, it is not possible to use multiple time-zones within the same QueueMetrics instance, for the Reports or Wallboard view. The QueueMetrics internal date and time depends on the server time, where the software is installed or (in the case of the hosted solution of QueueMetrics) the instance chosen time-zone. This feature has been deprecated due to the conflicts and confusion that arose from the use of multiple time-zones. For consistent and clear data handling, QueueMetrics now operates under a single time-zone framework ..read more

If you use Tomcat 8+ as a servlet container (like modern version of Loway product do), it will return an error code 400 if you do not accurately URL-encode all characters according to RFC 7230 and RFC 3986. This often happens when passing a set of elements that are separated by the pipe symbol - so for example a|b will not work, but a%7Cb will. It may also happen if you use other "funny" characters in your requests. For readability’s sake, the examples on Loway manuals still show the pipe character, but for real calls, you have to URL-encode each input parameter ..read more

If there are 15 agents in a call center queue, but I want to monitor only 10 agents becaue I have a 10-agent license, is it possible to see only those? That is possible - as long as you run only reports that contain 10 agents. If the queue has 15, that is not possible. The only thing you can do is to use an alias to "stick together" multiple agents, but at that point you lose the ability to distinguish between them. In general, if you have 15 distinct agents (that is, you pay 15 people each month), you should be licensed for all of them; if not you may find that some queries, wallbards or real ..read more

When you run a report for a specified time frame, say one hour, QueueMetrics only includes events that belong to that time frame. The shorter it is, the more likely is that you will have a large percentage of calls that have some but not all events within that hour. Those calls might appear as "*" as they are partially outside the reporting time. A similar thing happens to calls that end outside of such time frame: If you run a report from 10:00 to 11:00 and it includes a call that started at 10:59 and ended at 11:05, the call will only be counted up to 11:00 and will appear as "incomplete". E ..read more

Version 23.09 of QueueMetrics ships with a new real-time engine (used to populate wall-boards, the real-time page and the new agent pages) called Presentialist. Presentialist departs from the long-running tradition of processing real-time requests at the moment they are needed, and basically keeps a snapshot of the whole real-time interaction in memory at all times. This means that on systems with tens or hundreds of agents or open wallboards, it's very likely that the work required to derive a new real-time picture is way less than it was before, therefore reducing the system load. Still - th ..read more

Message broadcast, predictive, direct, reverse and preview dialing features, for your Asterisk PBX. Try WombatDialer predictive dialer software for call center with our guided free trial. Boost your agents productivity and improve the call center outbound flow. Implement automatic dialing, TextToSpeech integration and CallBack options for unanswered calls. Create outbound campaigns with many different dialing modes including direct, reverse, preview, manual and predictive. Start your free trial now with the help of our engineers, go to https://www.wombatdialer.com/?lid=N351 ..read more

QueueMetrics collects data from the PBX and tracks all agents' activities, payrolls, targets, conversion rates, ACD, IVR, and Music on hold. It generates outbound and inbound statistics with real-time monitoring, wallboards, and custom reports for more than 200 different metrics. Version 22.02 brings many improvements to the Reports page, making it more user-friendly, includes support for Single sign-on with Google and Microsoft accounts, an improved WebRTC soft-phone, a new theme, and a new Timeline view, that lets you know everything about calls' history. Full video tutorial here: https ..read more

Monitor and improve your call center with detailed reports, statistics, real time panels and call remote control. Discover QueueMetrics software for Asterisk PBX with the webinar Series 2022. The webinar is live with practical demonstrations, examples and a Q/A at the end. Attend and learn how to: Manage calls in real time, track queues, generate IVR and ACD detailed reports Supervise agents daily workflow in deep details, pauses, calls and more Increase the customer satisfaction, SLA and call center performances. Book it now, go to https://www.queuemetrics.com/?lid=N352 and click webinar ..read more

Loway is glad to announce the release of a new version of QueueMetrics. QueueMetrics collects data from your PBX and tracks agents' activities, payrolls, targets, conversion rates, ACD, IVR and Music on hold. It also generates outbound and inbound campaign statistics with real-time monitoring, customizable wallboards, and custom reports with more than 200 different metrics. This new version brings a large number of improvements to the reports page, making it snappier and more user-friendly, and includes support for Single sign-on with Google and Microsoft accounts, an improved WebRTC soft-ph ..read more

Monitor and manage your Asterisk call center with detailed reports, statistics, real time panels and call remote control. Discover QueueMetrics suite with the webinar Series 2022. The webinar is live in video conference with practical demonstrations, examples and Q/A. Learn how to: Manage calls in real time, track queues, generate IVR and ACD detailed reports Supervise agents daily workflow, pauses, calls and more Increase the customer satisfaction, SLA and call center performances. Book it now, go to https://www.queuemetrics.com/?lid=N349 and click webinar QueueMetrics is compatible with ..read more