What is QueueMetrics?

The balancing of all internal elements that shape the ecosystem of an Asterisk PBX based call center relies on accuracy of measurements and precision of analytical reports. An efficient call center management can improve performances by 100% or more, while also significantly improving customers' satisfaction. Monitoring, reporting and improving performances is the bread and butter of QueueMetrics software.

The functional field of QueueMetrics call center suite divides into four major categories: Reporting, the Supervisor page, the Agent page and the Quality assessment.

Reporting

QueueMetrics collects Asterisk data and generates analytical reports for over 150 metrics, including:

  • when did the call come in and who answers

  • who initiates the call, process it and on which queue

  • waiting time before the caller was connected to an agent and time needed to process the call

  • number of attempts that caller has made before being connected

  • how and why the call ends

  • what number was dialed

  • amount of successful and failed calls

  • maximum, minimum, average and total waiting time and call processing time, as well as related data on service quality

  • call breakdown by agents, by dialed numbers, transferred calls by internal numbers, by queues, by direction, by position number in a queue, by choices taken in IVR

  • time on hold stats after connection, by agent, by country, region codes of calling and dialed subscribers

  • starting and finishing times of agent sessions, time of entering or leaving the pause and the reason of it.

Supervision

With QueueMetrics a supervisor tracks data on queues, calls and agents' performance in real time, including:

  • incoming calls with phone numbers, waiting times, conversation time and engaged agents

  • agents online status (available, busy, on pause), time of last connection to a queue, last call and name of it

  • add and remove agents from queues

  • listen to agents conversations

  • send instant messages to agents

  • open and view an agent’s desktop via remote access.

Agent page

QueueMetrics Icon agent page is a workstation where agents track incoming calls, connect to queues, disconnect for a break, and enter any information about calls using CRM and applications (contractor card, client reference, etc.), including:

  • call starting, waiting and conversation time

  • caller and internal number where the call was transferred.

  • automatically or manually open a connected interface page in the local CRM system

  • join or leave a queue, switch to pause mode, select a pause indicator (Lunch, Service Break, etc.), initiate an outgoing call, dial a number using a built-in soft-phone, as well as view his or her current status.

Quality Assessment

QueueMetrics allows for a full-scale automated quality control of agents' workflow and set of metrics definition for call grading. Supervisors create forms containing adjustable control criteria for subjective quality control, like for example:

  • how friendly an agent was with a client

  • how useful the agent’s answers were

  • agent follow up of corporate standards while processing a call

  • amount and duration of processed calls

  • number of missed calls

  • call results And many other criteria.

QueueMetrics is designed for call centers built on cluster servers and employing over one thousand agents, easily integrating with all Asterisk distributions (including FreePBX, Elastix etc.) and includes English, Spanish, Portuguese, German, Brazilian, Arabian, Chinese, French, Dutch, Italian, Japanese, Hebrew, Polish, Slovak, Greek and more languages localization.