Introducing QueueMetrics 23.09 - A new Agent Page

Step-by-Step Tutorial: Introducing QueueMetrics 23.09 - A New Agent Page

1. Introduction to the New Version of QueueMetrics:

   • The new version of QueueMetrics, specifically version 23.09, introduces a revamped agent page with modern design principles.
   • The main feature of this new version is the redesigned agent page, aimed at enhancing user experience and compatibility.

2. Navigating the New Agent Page:

   • The new agent page is divided into different views accessible through the bar on the left side.
   • It includes daily stats such as talk time, pause time, idle time, taken calls, and lost attempts for agents.

3. Utilizing the Start Work Button:

   • Agents can start working by clicking on the "Start Work" button, which appears if they have assigned queues.
   • This button leads agents to the control view where they can log in/out of queues and manage breaks.

4. Handling Calls and Interactions:

   • The new agent page features a fully functional phone for making outbound calls and managing interactions.
   • Agents can label interactions, add outcomes, and access CRM links for each call.

5. Managing Clients and Cases:

   • The new version introduces a minimalistic CRM system for tracking clients and cases within QueueMetrics.
   • Agents can assign calls to specific cases, add notes, and tag interactions for better organization.

6. Reporting and Filtering Options:

   • Admins can generate reports on clients and cases, tracking metrics like the number of calls and total call times.
   • Filters allow users to search for specific cases or clients and view detailed call information.

7. Customizing and Accessibility Features:

   • Users can customize settings for the new agent page, including sound preferences for the softphone.
   • The page is designed for accessibility, with keyboard navigation and shortcuts for efficient workflow.

8. Additional Features and Updates:

   • Updates include enhancements to the audit log, email tracking, report limitations, and database management.
   • The new version also offers compatibility with Windows and Mac systems for the UniLoader tool.

9. Transitioning Between Old and New Agent Pages:

   • Users can switch between the old and new agent pages by adjusting the security key settings for individual agents or user classes.
   • The new agent page provides improved functionality and a familiar user experience for seamless transition.

10. Final Remarks and Feedback Request:

• The QueueMetrics team encourages user feedback and suggestions for further improvements to the new agent page.
• Users can expect compatibility with existing reports and wallboards, ensuring a smooth transition to the updated version.

By following these steps, users can explore the new features and functionalities of QueueMetrics 23.09, enhancing their experience with the revamped agent page.