QueueMetrics Call Center Solution

QueueMetrics Call Center Solution

Operations Managers can:

• See accurate reports of all call center activities.
• Run reports by single and by user-created queue groups.
• Measure agents activities, business targets and conversion rates.
• Fully configure security and privacy, queue-by-queue.

Team Leaders can:

• Create real-time call and agent reporting.
• See agent status and real-­time activities.
• Remotely listen to live calls as they are handled.
• Watch agent screens through a VNC client.

Agents can:

• See the calls they’re handling and integrate with external CRM.
• Pass data gathered from IVR menus or Caller­ID.
• Set call status codes for all inbound and outbound traffic.
• Log­on, log­off, go on pause and set pause reason codes.

IT Managers can:

• Support single-server or Asterisk® clusters.
• Support database and flat-file storage.
• Tune Asterisk® interaction to minimize the load on the Asterisk® server.
• Avoid patching or changing an existing Asterisk® installation.

QueueMetrics Features

• Supports unlimited agents, queues and campaigns.
• Control clusters of Asterisk servers as a single virtual server.
• Compatible with any Asterisk version and configuration.
• Compatible with Trixbox, Elastix and FreePBX.
• Available in multiple languages.
• Compute over 150 metrics for calls, traffic, sessions.
• Single and multiple reporting for queues/campaigns.
• Weekly activity breakdown in days, hours.
• Measure business targets against SLAs.
• Measure staff performance on ACD/non­ACD activities.
• Customizable QA forms for live/recorded call grading.
• Complete performance reports by agent and by queue.
• Listen to live/recorded calls also on multi­server setups.
• Export reporting data to MS Excel, CVS, XML.
• Detailed real­time activity reporting with definable alarms.
• Listen to live calls remotely.
• Available real­time Wallboard mode.
• View agent screens via VNC screen­sharing server.
• Restricted Visitor mode for external inspection.
• Add/remove agents directly from Administrator screen.
• Available extension module Agent Awareness
• Integrated WebRTC Softphone
• QueueMetrics Icon Agent Page, the innovative and minimalistic interface where agents can operate all their call-center functions with only one control icon