Monday, December 29, 2008

QueueMetrics 1.5.0 released
Call center monitoring solution for Asterisk IP PBX provider QueueMetrics has released their "QueueMetrics 1.5.0" earlier this month. Among a plethora of other features and improvements, this version introduces a new component called AGAW (Agent Awareness) that lets your agents see in real-time how they are faring comparing to their queue, and puts in place an IM infrastructure where agent-to-supervisor and agent-to-product-specialist communication can be completely off-band.
According to the news release, this feature is currently experimental and if you'd like to test it you might want to read the section "The Agent Awareness subsystem (AGAW)" on page 72 of the User manual.


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