Asterisk call-center software QueueMetrics Presentation

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 ® ®

© Loway 2014

®

® ®

®

2

Try it free

http://queuemetrics.com/

© Loway 2014

3

® 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

© Loway 2014

4

How QueueMetrics® works

Flat-file storage

PBX server

- Simplest implementation PBX

MySQL

®

- Asterisk writes data to a log file ®

- QueueMetrics reads it and produces all reports

PERFECT SOLUTION for smaller or embedded call-centers © Loway 2014

5

How QueueMetrics® works

Database storage

PBX server Reporting server

PBX MySQL LOADER

- Can be installed on separate server

- Lightweight data loader process - Load is minimized on Asterisk®server

PERFECT SOLUTION for mid-sized call centers (> 50 agents) © Loway 2014

6

How QueueMetrics works ®

P B X 1 P B X 2 P B X 3

DB server

®

Asterisk clusters

Reporting server

MySQL

®

- The whole cluster of Asterisk servers is monitored as one large virtual call center - Excellent scalability and uptime

PERFECT SOLUTION for large call centers (>100-150 agents) © Loway 2014

7

XML-RPC data source XML-RPC interface

How QueueMetrics® works

- Feature included with all versions of QueueMetrics

- Custom scripts

- Wallboards - User triggers - User auth - Third party - Call recording ®

- 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 © Loway 2014

8

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 nonACD time - User-definable business metrics ®

- Exported to Excel, XML, CSV and XML-RPC

© Loway 2014

9

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… © Loway 2014

10

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

© Loway 2014

11

Reporting

Call sources

Call sources: area code breakdown of all traffic (including business results)

Internal call routing: measure ACD attempts made to any agent

© Loway 2014

12

Reporting

Call time distribution

Track answered calls, sales, agent schedule adherence, wait times, queue length

© Loway 2014

13

Reporting

Call time distribution

Daily, day of the week, hourly (or fraction) breakdown

© Loway 2014

14

Reporting

Agent activity

Track agent sessions and pauses

Track activity per agent, queue and campaign Extensive session and pause detail

© Loway 2014

15

Reporting

Business metrics

User-defined business goals Track billable versus nonbillable agent time Track sales and contacts Very detailed agent report

© Loway 2014

16

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

© Loway 2014

17

Real-time monitoring

Real-time alarms

Multiple user-definable alarm levels Alarms are set per queue Sounds can be played on given alarm levels

© Loway 2014

18

Real-time monitoring

Real-time interaction

Supervisors can listen to live calls as they are being processed by an agent CLICK

Live monitor through any PBX extension Supervisors remotely monitor live agent screens using a VNC client CLICK

© Loway 2014

19

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

© Loway 2014

20

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

© Loway 2014

21

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

© Loway 2014

22

Agents

Agent’s page (2)

Agents can see their recent call flow Agents can see their logon and pause status CLICK

Agents can open external CRM applications passing along call data (IVR choices, caller ID, etc)

© Loway 2014

23

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)

© Loway 2014

24

Agents

Call grading

Agents can enter call status codes based on the call outcome (e.g. Sale, Contact, Do not call, etc)

© Loway 2014

25

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

© Loway 2014

26

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. © Loway 2014

27

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

© Loway 2014

28

Try QueueMetrics for Free

http://queuemetrics.com/try_free.jsp

© Loway 2014

29

Thanks for choosing QueueMetrics

© Loway 2014

30