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Loway 2014

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
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
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
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How QueueMetrics works XML-RPC data source
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- 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 CALLS
Agents, 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 days 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 Agents 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 Agents 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