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What is QueueMetrics?

A complete call center monitoring and reporting tool

- Turns your PBX into a full-featured call center

- Works with any version of Asterisk

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Try it free

http://queuemetrics.com/

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What is QueueMetrics?

- Monitors inbound queues and outbound campaigns

- Heavy-duty, industrial-grade solution

- Deployed in hundreds of call centers worldwide

- Web-based interface, no client installation required

- Different storage and deployment models

- Minimal Asterisk interactions leads to maximum overall availability

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How QueueMetrics works

- Simplest implementation

- Asterisk writes data to a log file

- QueueMetrics reads it and produces all reports

PERFECT SOLUTION for smaller or embedded call-centers

Flat-file storage

PBX server

log file

PBX MySQL ®

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How QueueMetrics works

PERFECT SOLUTION for mid-sized call centers (> 50 agents)

- Can be installed on separate server

- Lightweight data loader process

- Load is minimized on Asterisk server

MySQL

Reporting server

PBX

log file

LOADER

Database storage

PBX server

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How QueueMetrics works

PERFECT SOLUTION for large call centers (>100-150 agents)

MySQL

- The whole cluster of Asterisk servers is monitored as one large virtual call center

- Excellent scalability and uptime

Asterisk clusters

DB server Reporting server

PBX1

PBX2

PBX3

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How QueueMetrics works XML-RPC data source

XM

L-R

PC

in

terf

ace

- Custom scripts

- Wallboards

- User triggers

- User auth

- Third party

- Call recording

- Feature included with all versions of QueueMetrics

- Can interface to custom 3rd party software and business system using a standard interface

- Bindings available for all major programming and scripting languages

- Ensures easy extension and easy interfacing to legacy systems

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Reporting

World class reporting

- Over 150 metrics computed

- Taken and lost call metrics: length, wait times, distribution, SLA

- Area code analysis

- Agent session metrics, complete of ACD and non-ACD time

- User-definable business metrics

- Exported to Excel, XML, CSV and XML-RPC

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Reporting

Handled calls

ANSWERED CALLSAgents, wait times, lengths, stints

SLA levels, queue positions

LOST CALLS

Wait time, initial and ending queue position

Termination cause, SLA levels, DTMF digits

…and many more…

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Reporting

Call detail

Extremely detailed answered call breakdown

Extremely detailed unanswered call list

Listen to recorded calls right from the browser You click

here and start listening

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Reporting

Call sources

Call sources: area code breakdown of all traffic (including business results)

Internal call routing: measure ACD attempts made to any agent

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Reporting

Call time distribution

Track answered calls, sales, agent schedule adherence, wait times, queue length

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Reporting

Daily, day of the week, hourly (or fraction) breakdown

Call time distribution

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Reporting

Agent activity

Track agent sessions and pauses

Track activity per agent, queue and campaign

Extensive session and pause detail

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Reporting

Business metrics

User-defined business goals

Track billable versus non-billable agent time

Track sales and contacts

Very detailed agent report

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Reporting

Advanced filtering

Filter by queue/campaign or set of queues/campaigns

Filter by location, agent, period

Excellent security system lets you decide who can access what data

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Real-time monitoring

Real-time alarms

Multiple user-definable alarm levels

Alarms are set per queue

Sounds can be played on given alarm levels

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Real-time monitoring

Real-time interaction

Supervisors can listen to live calls as they are being processed by an agent

Live monitor through any PBX extension

Supervisors remotely monitor live agent screens using a VNC client

CLICK

CLICK

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Real-time monitoring

Visitors page

Visitors can be given access to QueueMetrics from the Internet

They can see a restricted subset of live monitoring and of the day’s metrics

Excellent granularity of security model

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Real-time monitoring

Wallboard

Extensive real-time wallboard suitable for projectors or large screens

Color alarms included

Multiple wallboards can run at the same time showing different information

Easy to create stand-alone wallboard systems with Linux

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Agents Agent’s page

Agents can access a dedicated web interface

Security model in place lets you define access grants

Agents can work anywhere on the WAN

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Agents Agent’s page (2)

Agents can see their recent call flow

Agents can see their logon and pause status

Agents can open external CRM applications passing along call data (IVR choices, caller ID, etc)

CLICK

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Agents Login logoff pause

Agents can login and logoff from web interface

Agents can start/end pauses and enter custom-defined pause codes (e.g. lunch, back office, email, etc)

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Agents Call grading

Agents can enter call status codes based on the call outcome (e.g. Sale, Contact, Do not call, etc)

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Key facts

-Monitors up to 500 live agents

-Unlimited number of queues and campaigns

-Heavy duty application with proven track record

-Supports multi-tenant and virtual call centers

-Available in multiple languages

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About us

Advanced Call Center Software Solutions for the Asterisk PBX. Since 2004, Loway is leading the way in development of advanced software solutions for the Asterisk PBX. With QueueMetrics we set up modern standards for call center performance measurement. WombatDialer is a flexible, easy to use outbound dialing platform.Our Mission is to put Swiss passion for precision and reliability at your service. At Loway: our way is your way.

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Connect with us

• Facebook: www.facebook.com/queuemetrics

• Twitter: www.twitter.com/queuemetrics

• Linkedin: www.linkedin.com/company/loway

• Slideshare: http://www.slideshare.net/QueueMetrics

• Pinterest: http://www.pinterest.com/QueueMetrics

• Google+: https://plus.google.com/u/0/+QueuemetricsCallCenter

• Forum: http://forum.queuemetrics.com

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http://queuemetrics.com/try_free.jsp

Try QueueMetrics for Free

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Thanks for choosing QueueMetrics

© Loway 2014