What will QueueMetrics do for me?
Operations managers...
- See a very detailed report of call center activity, down to each call on each queue.
- Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic.
- Listen to recorded calls.
- See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns.
- Can track calls processed on multiple queues.
- Measure business targets and conversion rates on a number of industry-standard metrics.
- Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable times.
- Excellent configurable security and privacy, on a queue-by-queue basis. All actions can be assigned or revoked on an
user-by-user basis. - QueueMetrics can be easily setup to support a virtual or multi-tenant call-center.
Team leaders...
- Very detailed real time call and agent reporting, can be broken down by queue, agent group or location.
- See agent status and real-time activity.
- Remotely listen to live calls as they are handled.
- Watch agent screens remotely through a VNC client.
- Real-time wallboard mode using a video projector.
- Restricted "Visitor" mode to allow real-time access to external stakeholders, with optional live call or VNC monitoring.
Agents...
- Agents can see the calls they're handling and integrate with external CRM apps, optionally passing data gathered from
IVR menus or Caller-ID. - Set call status codes (e.g. Sale, Contact?) for all inbound and outbound traffic through the GUI
- Log-on, log-off, go on pause and set pause reason codes.
IT Managers...
- Proven, heavy-duty industrial solutions deployed in hundreds of locations worldwide, from 5 to 500 agents - ask for references.
- Highly scalable - supports Asterisk clusters and can be installed on separate servers.
- Supports database and flat-file storage.
- Minimal or no Asterisk interaction to minimize the load on the Asterisk server.
- No need to patch or modify an existing Asterisk installation.
- Works with Asterisk's or external call recording and storage components.
- Easily scriptable through its XML-RPC interface.
- Auto-configuration form standard Asterisk configuration files.
- Easy to install and upgrade using the yum package manager.