Hello list, I am pleased to tell you that we have released a new version of QueueMetrics. The main areas of improvement were the following ones: - Unattended client monitoring: for large call centers who work for third parties, it is possible to have your clients log in directly to QueueMetrics, see a reduced real-time page and monitor calls and agents in realtime. - VNC monitoring: it is possible for supervisors and clients to launch a third-party VNC screen monitoring app to see the screen of your agents in real-time - Audio monitoring: it is possible for supervisors and clients to click on an ongoing call and listen to it through their telephone - New feature: report mode. It is now possible to download both the current real-time page and the current full analysis using a simple URL (useful for automating report extraction using a cron job). - New feature: inclusive SLA - computes both taken and lost calls. - New feature for Asterisk@Home/TrixBox users: all channels in the format Local/XXX@context can be rewritten as Agent entries. - Explicit session timeout set in web.xml - easier for users to change as needed. - QM is now able to correctly parse Asterisk@Home/TrixBox generated configuration files. A full list of improvements over version 1.1 can be found at http://queuemetrics.loway.it/news.jsp QueueMetrics 1.2 allows data storage on both flat files and MySQL databases for bigger call centers. And of course comes with a 90-page user manual that covers all aspects of it. QueueMetrics is a commercial call center monitoring package, but is availabe free of charge for individuals, Asterisk hackers and small SOHOs. You can request a trial key if you run a larger installation and would like to test it in your own environment. The latest version of QueueMetrics can be downloaded from http://queuemetrics.loway.it/download.jsp Hope you like it, l. -- Assum est, versa et manduca.