Saturday, October 20, 2007

Measure your Asterisk Call Center with QueueMetrics

QueueMetrics is a tool you should have at your hand if you are running Call Center based on Asterisk. With over 150 quantitative metrics available your call center problems are easily discovered. You can also measure budget targets, any promised SLA targets, various agent activities, realtime agents and center analysis and with a level of details that goes down to listening to any call on any queue, all this right from your browser.

There a few different versions based on the licenses are available. QueueMetrics is a commercial product which license is bound to the number of concurrent agents you have in your call center. QueueMetrics is free to use and experiment with if you have up to two agents.

I did try the free version and I did not have a real call center but was able to test on my Asterisk development server. I was able to see most of the stuff promised by the QM and some of the tests did not work properly due to my server configuration.

Following is a list of tools that QM could provide call center operators;

If you are a Operations manager;

  • See a very detailed report of call center activity, down to each call on each queue.
  • Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic.
  • Listen to recorded calls.
  • See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns.
  • Can track calls processed on multiple queues.
  • Measure business targets and conversion rates on a number of industry-standard metrics.
  • Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable times.
  • Excellent configurable security and privacy, on a queue-by-queue basis. All actions can be assigned or revoked on an user-by-user basis.
  • QueueMetrics can be easily setup to support a virtual or multi-tenant call-center.
And those who are Team leaders;
  • Very detailed real time call and agent reporting, can be broken down by queue, agent group or location.
  • See agent status and real-time activity.
  • Remotely listen to live calls as they are handled.
  • Watch agent screens remotely through a VNC client.
  • Real-time wallboard mode using a video projector.
  • Restricted "Visitor" mode to allow real-time access to external stakeholders, with optional live call or VNC monitoring.
Even for Agents them selves;
  • Agents can see the calls they?re handling and integrate with external CRM apps, optionally passing data gathered from IVR menus or Caller-ID.
  • Set call status codes (e.g. Sale, Contact?) for all inbound and outbound traffic through the GUI
  • Log-on, log-off, go on pause and set pause reason codes.
Finally those guys responsible for keep those servers running;
  • Proven, heavy-duty industrial solutions deployed in hundreds of locations worldwide, from 5 to 500 agents - ask for references.
  • Highly scalable - supports Asterisk clusters and can be installed on separate servers.
  • Supports database and flat-file storage.
  • Minimal or no Asterisk interaction to minimize the load on the Asterisk server.
  • No need to patch or modify an existing Asterisk installation.
  • Works with Asterisk's or external call recording and storage components.
  • Easily scriptable through its XML-RPC interface.
  • Auto-configuration form standard Asterisk configuration files.
  • Easy to install and upgrade using the yum package manager.
So all these and more information is available here. Give the Demo version a test and see if it is suitable for your call center.


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