It’s that time of the year - we have a major new release out. Time to say hello to QAP - the all-new Agent Page that’s here to revolutionize the way you manage your call center. Buckle up and let’s dive into what’s brewing in this exciting release.

The Evolution of the Agent Page

Remember the good old Icon agent page? It’s been a trusty companion since 2014. The original idea was to blend in complete CRM apps right into the interface. But times change, and so do trends. Now, embedding from hosted CRM apps is often not possible. Another game-changer - at the time - was introducing a WebRTC soft phone directly onto the page, giving agents the power to operate without external devices.

A Whole New World with QAP

Fast forward to today, and we’ve listened to nearly a decade of your feedback to craft something extraordinary - the QAP! This isn’t just an upgrade; it’s a supercharged version of Icon. Let’s break down why QAP is your new best friend:

Empowerment through Insights: QAP goes beyond showing agent presence. Now, agents can track calls handled, online time, and missed calls. It’s like having a backstage pass to their performance.
Anticipating Agent Needs: QAP makes work-life smoother. Agents can start and stop working with a simple click, making their workflow a breeze.
Desktop Efficiency with Keyboard Navigation: For the power users who spend the day in QM, navigating QAP is a keyboard shortcut away, ensuring faster access to critical functions.
Mobile and Tablet Friendly: QAP isn’t limited to desktops; it’s your ally on mobiles and tablets too. Work on the go without missing a beat.
Unified with Soft-phone Integration: The integrated soft-phone isn’t just an add-on; it seamlessly blends into tasks. Initiating outbound calls automatically handles call answering, making tasks snappier.
Super Sleuth with Debugging: Discreet debugging tools are your secret weapon to troubleshoot hitches, right when you need them. Say goodbyte to obscure WebRTC issues.
Cases and Clients Integration: QAP introduces cases and clients for streamlined management right within QueueMetrics, no external CRM needed.
Flexibility with Configuration: All the familiar configuration flags are here to keep the customization you love intact.
Opt-In Transition: Switching is your call. Update without a sweat - old Icon remains until you’re ready to embrace QAP. It’s all about keeping things in your control.

Boosting Performance with QAP

But wait, there’s more! QAP isn’t just about appearances. It’s powered by a brand-new real-time reporting engine designed to supercharge high-traffic systems. This engine isn’t just the driving force behind QAP; it fuels the real-time page and wallboards, merging them into a seamless unit.

Making Admin Life a Breeze

Admins, we’ve got your back too. Now you can set max report time frames, keeping the system humming smoothly. The Audit log is your trusty sidekick, tracking sluggish reports and license hiccups. And the email transmission tracking? It’s all under control with quotas for users and the system.

JSON interfaces have leveled up. The familiar JSON results now offer a new twist - a list of JSON objects. This change simplifies data parsing, giving you cleaner and more efficient access to your data.

Considering CentOS’s journey, our RPM packages now play nice with CentOS 7, 8, Rocky Linux 8, and 9. And yes, they’re friends with MariaDB or MySQL. Expect seamless compatibility on other RHEL-based systems too.

Windows, MacOS, and More!

Uniloader is stepping up its game. It’s not just a data loader; it’s a task-master for all things QueueMetrics and PBX. Plus, it’s now besties with Windows and MacOS.

See why it’s a good idea to have one handy: 10+ tasks you always wanted to automate but were afraid to ask.

Come visit us?

Phew! That’s a whirlwind tour of QueueMetrics 23.09. As you can see, we are pretty excited about it. We had a video presentation to show you what the new Agent page is all about:

QueueMetrics 23.09 is currently available for download, and will be rolled out on our QueueMetrics Live service during the month of September 2023.

Complete release notes are available on What’s New in QueueMetrics.

QueueMetrics References

QueueMetrics software is available on premise or as a cloud hosted service for FreePBX, Yeastar S PBX, Grandstream, Issabel, FusionPBX and many other Asterisk and Freeswitch distros.

For more technical information please refer to the User Manual.

Visit www.queuemetrics.com for a free 15 days full-featured trial.