asterisk call-center software queuemetrics presentation
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2© 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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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
log file
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
log file
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
PBX1
PBX2
PBX3
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How QueueMetrics works XML-RPC data source
XM
L-R
PC
in
terf
ace
- 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 CALLSAgents, 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 day’s 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 Agent’s 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 Agent’s 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
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