PRESS Release: Loway releases this month the new version of its world renown QueueMetrics call-centre suite. QueueMetrics 15.02 is a release centred around usability and changes that make the whole call-centre monitoring and management experience richer.
In 15.02 there is a new HTML5 audio player, so that now it is possible to play audio in an inner control, making it easy to jump back and forth. It is also possible to speed LP recordings to mark specific points for further inspections or speed up calls to review them faster, and to have markers on a call for further review.
Loway also made a number of changes so that its contact-center agent management page “Icon” has new key features and extends its usability for inbound/outbound scenarios.
For example lost calls now appear natively in Icon. In the Call-list panel there is a column that displays the list of both inbound and outbound calls with new icons and it now displays any outbound unanswered call.
The Icon WebRTC softphone was restyled for improved usability. It now shows the Caller Id for all incoming calls.
With version 15.02 agents logging in will now be directed straight to their realtime agent page instead of their home page.
There is also a new custom web panel is used to embed a user defined external website or custom intranet page.
The goal of this panel is to allow integration with custom implemented indicators and/or messages.
QueueMetrics 15.02 is also now fully compliant with UTF-8 charset, meaning that is possible to use any UTF-8 characters when
defining agents, QA forms, notes and any item in the report. UTF-8 encoding now covers all functionalities, including statistics reporting, operators page and QA facilities, which makes it possible to fully support all international installations.
As for previous updates 15.02 fixed major and minor bugs in order to improve the efficiency and smoothen the interaction.