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It offers over 150 quantitative metrics of inbound/outbound call center operation, that can roughly be divided into:
- Taken calls
- Lost calls
- Call distribution
- Agent activity
- Real-Time call center monitoring
- Extensive IVR tree tracking
Reports can be generated per agent, queue and time period, with many levels of aggregation. Single calls can be pointed out and even listened to right from the browser.
A panel can be generated to show what is happening within the call center in real-time: which calls are in queues, which agents are available, who is talking to whom. Colour alarms can be triggered when some metrics meet a certain condition, such as a call that's waiting for too long or if there are too few free agents.
A panel with large fonts - suitable for a wallboard or a video projector - can also be generated from real-time data.
If you have very complex report requirements, you can also use QueueMetrics as a data provider for your own custom analysis web apps, using its embedded XML-RPC interface. You can then use any programming language to build extensions to QueueMetrics.
Agents can have their own home page, see calls flowing in and launch external webapps. They can enter call completion codes for their traffic (inbound and outbound) and can enter pause codes for their non-ACD time, so that it is possible to know if an agent is on pause because of lunch or because he's doing back-office activity.
You can also have external visitors access the system remotely and see real-time reports and daily indicators, all in (nearly) real time. They can also listen to ongoing calls and view the agents' screens.
QueueMetrics offers Quality Assessment data input and comprehensive reporting; you can have members of your QA team grade live or recorded calls for agents over a number of user-defined metrics.
A comprehensive illustrated 190-page manual can be downloaded from http://queuemetrics.com/download.jsp.
QueueMetrics works with any version of Asterisk. If you use Asterisk at Home or TrixBox or Druid, there is a complete tutorial called Turning Asterisk@Home into a small call-center with QueueMetrics.
Queuemetrics handles both incoming queues and outgoing calls, grouping them into "virtual queues" by campaign. You can have the number dialled in a number of ways, including using dialling scripts.
QueueMetrics analyzes both queue_log data and data stored on MySQL tables.
Although it is a closed-source product, QueueMetrics is free for smaller installations, SOHO's and home users.
A limited online version of the product is available for live demonstration at http://queuemetrics.com/demosys.jsp
QueueMetrics is available in a number of different languages (English, French, German, Spanish, Portuguese, Russian, Polish, Slovak, Dutch, Chinese and Italian) and is easily localizable into any UTF-8 language.
QueueMetrics is currently being used in some of the world's biggest Asterisk-powered call centers, handling the reporting for hundreds of concurrent agents.
QueueMetrics offers live monitoring of a cluster of Asterisk servers using the Manager API and clustering support to monitor a number of Asterisk ACD servers as if they were a single virtual Asterisk server - see http://astrecipes.net/index.php?n=244 for details.
- QueueMetrics home page: http://queuemetrics.com/
- Asterisk log queue_log
- Asterisk CSQL Real Time Queue
- Asterisk queue_log on MySQL
- A simple installation tutorial can be found at http://www.astrecipes.net/index.php?n=108
- The manual can be viewed in HTML format at http://queuemetrics.com/manual.jsp
- Free webinars are available at http://queuemetrics.com/webinars.jsp
- The QueueMetrics users forum
- Building a call-center with TrixBox and QueueMetrics tutorial
- WombatDialer can be used to implement outbound campaigns with QueueMetrics - example integration at http://blog.wombatdialer.com/post/30306486415/wd-and-qm
Created by: lenz, Last modification: Tue 02 of Apr, 2013 (08:58 UTC)
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