QueueMetrics News Updates and Press Releases
QueueMetrics 13.04 released
We are happy to announce the release of QueueMetrics version 13.04!
The main new features included are:
- Manual and automated reports as PDF/XLS documents (and you can have them sent by e-mail!)
- Non-scoring questions and other changes related to QA
- Fully-automated screen pops on the Agent's page: Active Polling
- Analyzing IVR tree traversal
- Detailed tracking of call events
- QueueMetrics in the cloud: using different QM instances on the same PBX
The full release notes - with all the fixed bugs and new features - can be found here: Release notes for QueueMetrics 13.04
A broader overview of the newly released features can be found here: What's new in QueueMetrics - release 13.04
2012-12-18:
Christmas Break
Our Administrative Department will be closed between the 24th of December, 2012 and the 2nd of January, 2013. During this time we will issue 30-day demo licences, for those wishing to renew an existing licence or purchase a new licence. Once the Department re-opens, we will process all purchases immediately by providing purchased licence keys and related sales invoices.
During this period we will be providing only email support but will be constantly monitoring our helpdesk for any urgent matters.
We wish to apologize for any inconvenience this may cause.
2012-12-17:
Takealot breaks daily calls record with help from QueueMetrics
TAKEALOT.com, a South African retailer known for its standard-setting customer service, has again improved on its response times � without spending a cent on growing its agent pool.
The company credits Connection Telecom�s call centre analytics solution, which allowed them to make subtle resourcing shifts within their pool of agents.
No live data on their calls
Barbara Nash, customer service executive at the brand that gave its customers same-day delivery on orders before 1pm, says TAKEALOT has always managed its call centre with efficiency in mind.
�Historic data showed we were averaging 98% of calls answered. It might have been possible to still improve on that, but in truth we were running blind. There was no live data telling us how many calls were dropped or holding at any given point�, she says.
QueueMetrics to the rescue
About a year ago, Connection Telecom helped TAKEALOT implement a cloud-based PBX and call centre. This year, they decided to look for an analytics system that could:
- harvest intelligence on-the-fly from the call centre application,
- reveal any shortfalls and allow the company to remedy them in good time.
After extensive research, they decided on QueueMetrics
�Connection Telecom was giving us very good support, and their base solution offered quick and cost-efficient scaling of our call centre, as well as sophisticated manageability, advanced user features and the ability to add unified communications modules at will�, Nash says.
Powerful analytics on hand
Rob Lith, Connection Telecom�s business development director says QueueMetrics has been very successful at TAKEALOT. Extensive reports revealed many hidden opportunities and gaps in their call centre�s capacity and workflow planning.
�QueueMetrics reports on 150 metrics, providing easy-to-read dashboards of complex variables like performance � which are affected not just by the number of calls handled, but also by the time spent on calls and waiting time. TAKEALOT�s dashboards combine all those dimensions and more to get to the true state of a call centre�s delivery against SLAs.�
Effective planning opportunities
QueueMetrics also offers live viewing of call queues and caller IDs.
�Our previous tool only gave twice-daily reports. Now we can see if a call goes unanswered and call back immediately. That alone has an enormous benefit for our brand� says Nash.
She says live monitoring gives the business a thorough understanding of the peaks and troughs of traffic, which gives a call centre greater influence over resource planning. Before QueueMetrics, TAKEALOT averaged 250 to 300 calls per day, with a small 10-person call centre. As a result of workflow optimisation, call centre management has been able to confidently devote just enough resources at peak times, and still managed a new record for most calls in a day (600) at the recent Black Friday sale.
Other smart resourcing decisions followed � for example: rerouting some agents to answer emails rather than unnecessarily manning phones. As a result, email response times have come down from two or three hours to one, since implementing the system.
All-round benefits
�It is a vital tool for any company using telephony to generate revenue. We have had to iron out a few technical problems, but have always been able to address things with Connection Telecom. With a few more minor tweaks, it has definitely been worth the investment�, says Nash.
2012-12-17:
Possible disruption
On the 19th and 20th of December we may experience potential service disruption or interruption, due to our telephone lines being upgraded.
We wish to apologize for any inconvenience this may cause.
2012-11-15:
Astricon 2012 pictures
We have created a little album of pictures from our visit to Astricon 2012.They can be found on our Facebook page.
2012-10-29:
QueueMetrics 12.10 released
We are happy to announce the release of QueueMetrics version 12.10!
The new release offers a variety of new features, memory performance improvements and bug fixes that we are sure you will find extremely useful!
The full release notes can be found here: Release notes for QueueMetrics 12.10
A broader overview of the newly released features can be found here: What's new in QueueMetrics
2012-06-25:
Summer Break
Our Administrative Department will be closed for 2 weeks between the 2nd of July, 2012 and the 13th of July, 2012. During this time we will issue 30-day demo licences, for those wishing to renew an existing licence or purchase a new licence. Once the Department re-opens on the 16th of July, we will process all purchases immediately by providing purchased licence keys and related sales invoices.All other activities will not be affected during this period.
We wish to apologize for any inconvenience this may cause.
2012-05-16:
QueueMetrics 12.05 released
Today we are happy to announce the release of QueueMetrics version 12.05!
The new release offers a variety of new features, improvements and fixes that we are sure you will find extremely useful.
Full release notes can be found here: Release notes for QueueMetrics 12.05.
A broader overview of the newly released features can be found here: What's new in QueueMetrics
2012-03-16:
Introducing "What's New"
We have introduced a new link on our website within the Support drop-down menu, called 'What's new', which allows to access a new document that details the various major changes that have been implemented as part of any latest QueueMetrics release.
The document can be accessed directly via the following link:
http://www.queuemetrics.com/manuals/QM_WhatsNew-chunked/index.html
Although we have maintained the same format as our numerous online manuals, the documentation is intended as a quick overview of additional features included in each latest release, detailing why such change was implemented and how it improves the user-experience.
It is intended as a very readable improvements guide with examples, but for further in-depth information about each feature there is a link to the relevant QueueMetrics User Manual section.
2012-01-25:
QueueMetrics 12.01 released
Version 12.01 of QueueMetrics has been released today.
This is a major upgrade over the previous version and offers yummy new functionality.
Full release notes can be found here: Release notes for QueueMetrics 12.01.
2011-08-09:
AGAW and FF5
QueueMetrics 1.7.1.3 was released today - it includes an AGAW client that is fully compatible with Firefox 5 and some minor bug fixes.
2011-08-04:
Struck by lightning
On August 3, 2011, our telephone lines were struck by a lightning. This caused a severe disruption of all internet and telephone systems, that made it impossible to access e-mail and receiving calls. The outage lasted to the early hours of August 5. At the moment all systems should be back online. We apologize for the inconvenience and for the delays in the support systems.
2011-08-01:
New price list
Effective August 1st, 2011, we have updated our price list for all products. The weakness of the Euro compared to the relative strength of the Swiss Franc has forced us to reprice all listings using Swiss Francs.
For our clients, this means that:
- Listings have been updated; make sure you have a look at them
- Reseller discount rates and reseller policies will stay the same
- If you purchase licenses through PayPal, the currency conversion will happen behind the scenes, so no need to worry
- If you purchase licenses through international wire transfers, we will tell you the new bank accounts to use and they must be in CHF instead of EUR
- During the transition period (August 2011) we will still accept payments in EUR for existing, open opportunities
2011-05-31:
Introducing Espresso
QueueMetrics Espresso is an automated installation and configuration tool that installs a preconfigured, immediately working QueueMetrics on most major Asterisk distributions.
This makes it possible to install a full-fledged and preconfigured QueueMetrics system in about 10 minutes.
To know more about Espresso and what it can do for you, see the Espresso page.
2011-05-31:
QueueMetrics 1.7.1 released
Version 1.7.1 of QueueMetrics has been released today.
This is a major upgrade over the previous version and offers new functionality as well as an easier installation through Espresso.
Full release notes can be found here: Release notes for QueueMetrics 1.7.1.
2011-03-21:
QueueMetrics 1.7.0 released
Version 1.7.0 of QueueMetrics has been released today.
This is a major upgrade over the previous version.
Full release notes can be found here: Release note 1.7.0