Features

The following is a list of metrics provided by QueueMetrics (note: some metrics may be available or not depending on your Asterisk configuration). All of the metrics can be queried interactively or exported via an XML-RPC interface.

Total Calls:

1. Total number of calls processed
2. Percentage of answered calls, per run
3. Percentage of lost calls, per run
4. Multi-stint calls processed

Answered calls:

1. Number of calls
2. Total call length
3. Average call length
4. Average call waiting
5. Minimum/maximum call length
6. Minimum/maximum call waiting
7. Total call duration
8. Total waiting time
9. Agents on queue
10. Numer of call taken per agent
11. Service level agreement
12. Disconnection causes
13. Transfers
14. Answered calls by queue
15. Answered call, by direction (inbound/outbound)
16. Answered call, by number of call stints
17. Extensive call and stint detail

Unanswered calls:

1. Number of unanswered calls
2. Average time before disconnection
3. Minimum/maximum time before disconnection
4. Total cumulated time before disconnection
5. Average position at disconnection
6. Minimum/maximum position at disconnection
7. Disconnection causes
8. Unanswered calls by queue
9. Distribution by length of unanswered calls
10. Inclusive SLA of answered and unanswered calls
11. Unanswered calls by key pressed (IVR menu selections)
12. Unanswered calls, by number of stints
13. All calls, by number of stints
14. Full unanswered call detail

Area code breakdown: (for answered and lost calls)

1. Area code
2. Number of calls
3. Total calling time
4. Average time per call (for taken calls)
5. Average wait per call
6. Average position at disconnection (for lost calls)

The area-code breakdown can be run dynamically with different area-code substrings.

Inbound ACD call attempts

1. Total ACD attempts sent to operators
2. Average attempts for answered calls
3. Minmum/maximum attempts for answered calls
4. Total attempts for answered calls
5. Average attempts for unanswered calls
6. Minmum/maximum attempts for unanswered calls
7. Total attempts for unanswered calls
8. ACD attempts by terminal
9. Average rings per terminal broken down by answered/unanswered call
10. Total rings per terminal broken down by answered/unanswered call
11. ACD attempts by queue
12. Average rings per queue broken down by answered/unanswered call
13. Total rings per queue broken down by answered/unanswered call

Call distribution:

1. Answered calls distribution per day
2. Average / minimum / maximum call lengths per day
3. Answered calls wait time distribution per day
4. Average / minimum / maximum wait times per day
5. Unanswered calls wait time distribution per day
6. Average / minimum / maximum unanswered calls wait times per day
7. Sales and contacts per day
8. Answered calls distribution per hour
9. Average / minimum / maximum call lengths per hour
10. Answered calls wait time distribution per hour
11. Average / minimum / maximum wait times per hour
12. Unanswered calls wait time distribution per hour
13. Average / minimum / maximum unanswered calls wait times per hour
14. Sales and contacts per hour
15. Answered calls distribution per day of week
16. Average / minimum / maximum call lengths per day of week
17. Answered calls wait time distribution per day of week
18. Average / minimum / maximum wait times per day of week
19. Unanswered calls wait time distribution per day of week
20. Average / minimum / maximum unanswered calls wait times per day of week
21. Sales and contacts per day of week

The hourly reports can be fine-tuned to show half- or quarter-hours as needed.

Agents:

1. Number of available agents
2. Total agent time
3. Average agent time
4. Minimum/ maximum agent session duration
5. Agent availability
6. Agent time on pause
7. Billable and not-billable agent time
8. Sessions and pauses per agent
9. Average session duration per agent
10. Average pause duration per agent
11. Pauses per session ratio
12. Percentage of time spent on pause
13. Average pauses per session
14. Answered calls (number, average duration, percentage of total) per agent
15. Answered calls per service group
16. Answered calls per agent location
17. Full agent session details
18. Full agent pause details
19. Full agent session history (sessions and pauses combined)

Outcomes:

1. Total agents ACD time
2. Total agent billable time
3. Total agent non billable time
4. Total Sales and SPH
5. Total Contacts and CPH
6. Conversion index
7. Call results by outcomes and percentages
8. Billable activities by time and percentage
9. Non billable activities by time and percentage
10. Detailed report of activities, sales and contacts per agent

Call detail:

1. Date and time
2. Caller ID
3. Queue
4. Waiting and talking time
5. Disconnection cause
6. Agent
7. Asterisk Call ID
8. Number of ACD attempts
9. Call code entered
10. Number of stints (and full stint details)
11. Server
12. Full audio listen-through

Lost calls detail:

1. Date and time
2. Caller ID
3. Queue that handled the call;
4. Disconnection cause;
5. Position at disconnection, if available;
6. Wait time before disconnection, if available.
7. Number of ACD attempts
8. Call code entered by agent
9. Key pressed
10. Number of stints (and full stint details)
11. Server

Realtime center analysis:

1. Caller ID
2. Time entered
3. Waiting time (updated in realtime)
4. Conversation time (updated in realtime)
5. Agents logged on
6. Time and extensions of last logons
7. Easy to read status panel
8. User definable rules to trigger yellow and green alarms
9. Numer of agents per queue
10. Number of ready / paused / busy on other queues / unknown agents on line
11. Number of calls waiting per queue
12. Number of inbound calls being answered
13. Number of outbound calls being made
14. Full server information
15. Last call handled by each agents (time and queue)

Realtime agents page:

1. Date an time
2. Waiting time
3. Call duration (updated in real time)
4. Queue
5. URL to launch
6. Call status (updated in real time)
7. Action buttons to: log in, log off, go to pause (with pause code), stop pause, earmark a call with its call completion code
8. Cluster support

Realtime visitors page:

1. Calls being processed
2. Daily report for selected queues: Taken calls; n. calls, avg wait, avg talk time
3. Daily report for selected queues: Lost calls: n. calls, avg wait, avg talk time

Most graphs include absolute values, a percentage breakdown and easy to read histograms. All graphs can be exported to a spreadsheet or other analysis software in a variety of formats.

Most reports can be filtered on a queue, time period and agent level, in order to maximise their discriminancy.