QueueMetrics is a versatile call center monitoring system dedicated to call centres based on
the Asterisk PBX.
QueueMetrics lets you…
-
Run reports on call center
activity, divided by queue and filtered by agent and time period, that
show what happened (e.g. taken calls, lost calls, agents logging on and
off…) during the specified period. Such reports can be run while Asterisk is
running, so that you have no delay in seeing what’s going on.
-
See the details of call center
activity, like each single call that was handled or lost, and listen to it
through your web browser.
-
Have a single real-time panel
showing call center activity; you’ll see calls being processed by queues
and agent activity in the very moment it’s happening. You will be able to
listen to your agents’ calls as they are being made, and optionally see
their screen through a VNC application.
-
Give your agents a web-based
interface panel that lets them see their own calls while they’re being
handled and optionally launch an external web-app (like a third party CRM
module) as the calls come in; they also can use it to log-on to
Asterisk, log off and pause/unpause
themselves.
-
Give agents a Mozilla-based
system-awareness application, to see in real-time how their performance
compares to the queue’s
-
Allow external users, like your
clients if you are an outsourcer or the QA dept if you run an in-house
call center, monitor your call center in real-time and see a stripped-down
version of the current statistics.
-
Allows tracking of call
completion statuses and pause codes, so you can run statistics on the
result of your CC activity and on the time used by your agents, keeping
track of their ACD and non-ACD time.
-
Allows grading of ongoing and
historical calls by a QA team, and will produce QA reports by agent on an
user-selectable number of metrics.
To meet these
goals, QueueMetrics processes a file called queue_log, i.e. the log file where
Asterisk writes signalling events on call queues. QueueMetrics is preconfigured
with the standard Asterisk installation paths so it will work out-of-the-box
for most installations.
QueueMetrics
is meant to be highly customizable; you can alter much of its behaviour to
fine-tune it to your own needs (and display your company’s - or your client’s -
logo….).
QueueMetrics
is an intranet application as is designed to be used through a web browser.
There is no software to install on the client machines. You can access it from
anywhere, as long as you have the correct credentials.
QueueMetrics
is meant to be free for smaller installations, that is up to two agents,
covering most SOHO’s and passionate Asterisk
hackers. Larger installation can buy a licence based on the call centre size;
our clients testify that the extra insight and control on your operation that
QueueMetrics makes possible is well worth its price tag!