As an old adage goes, "If you can measure it, you can improve it".
With over 150 quantitative metrics available your call center runs smoothly and problems are easily pointed out. You can measure budget targets, SLA targets, agent activity and more, with a level of details that goes down to listening to any call on any queue - and right from your browser.
What will QueueMetrics do for me?
Operations managers...
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.
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.
Agents...
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.
IT Managers...
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.
* Asterisk is a registered trademark of Digium
The following is a list of metrics provided by QueueMetrics (note: some metrics may be available or not depending on your Asterisk configuration). All of the metrics can be queried interactively or exported via an XML-RPC interface.
Total Calls:
Total number of calls processed
Percentage of answered calls, per run
Percentage of lost calls, per run
Multi-stint calls processed
Answered calls:
Number of calls
Total call length
Average call length
Average call waiting
Minimum/maximum call length
Minimum/maximum call waiting
Total call duration
Total waiting time
Agents on queue
Numer of call taken per agent
Service level agreement
Disconnection causes
Transfers
Answered calls by queue
Answered call, by direction (inbound/outbound)
Answered call, by number of call stints
Extensive call and stint detail
Unanswered calls:
Number of unanswered calls
Average time before disconnection
Minimum/maximum time before disconnection
Total cumulated time before disconnection
Average position at disconnection
Minimum/maximum position at disconnection
Disconnection causes
Unanswered calls by queue
Distribution by length of unanswered calls
Inclusive SLA of answered and unanswered calls
Unanswered calls by key pressed (IVR menu selections)
Unanswered calls, by number of stints
All calls, by number of stints
Full unanswered call detail
Area code breakdown: (for answered and lost calls)
Area code
Number of calls
Total calling time
Average time per call (for taken calls)
Average wait per call
Average position at disconnection (for lost calls)
The area-code breakdown can be run dynamically with different area-code substrings.
Inbound ACD call attempts
Total ACD attempts sent to operators
Average attempts for answered calls
Minmum/maximum attempts for answered calls
Total attempts for answered calls
Average attempts for unanswered calls
Minmum/maximum attempts for unanswered calls
Total attempts for unanswered calls
ACD attempts by terminal
Average rings per terminal broken down by answered/unanswered call
Total rings per terminal broken down by answered/unanswered call
ACD attempts by queue
Average rings per queue broken down by answered/unanswered call
Total rings per queue broken down by answered/unanswered call
Call distribution:
Answered calls distribution per day
Average / minimum / maximum call lengths per day
Answered calls wait time distribution per day
Average / minimum / maximum wait times per day
Unanswered calls wait time distribution per day
Average / minimum / maximum unanswered calls wait times per day
Sales and contacts per day
Answered calls distribution per hour
Average / minimum / maximum call lengths per hour
Answered calls wait time distribution per hour
Average / minimum / maximum wait times per hour
Unanswered calls wait time distribution per hour
Average / minimum / maximum unanswered calls wait times per hour
Sales and contacts per hour
Answered calls distribution per day of week
Average / minimum / maximum call lengths per day of week
Answered calls wait time distribution per day of week
Average / minimum / maximum wait times per day of week
Unanswered calls wait time distribution per day of week
Average / minimum / maximum unanswered calls wait times per day of week
Sales and contacts per day of week
The hourly reports can be fine-tuned to show half- or quarter-hours as needed.
Agents:
Number of available agents
Total agent time
Average agent time
Minimum/ maximum agent session duration
Agent availability
Agent time on pause
Billable and not-billable agent time
Sessions and pauses per agent
Average session duration per agent
Average pause duration per agent
Pauses per session ratio
Percentage of time spent on pause
Average pauses per session
Answered calls (number, average duration, percentage of total) per agent
Answered calls per service group
Answered calls per agent location
Full agent session details
Full agent pause details
Full agent session history (sessions and pauses combined)
Outcomes:
Total agents ACD time
Total agent billable time
Total agent non billable time
Total Sales and SPH
Total Contacts and CPH
Conversion index
Call results by outcomes and percentages
Billable activities by time and percentage
Non billable activities by time and percentage
Detailed report of activities, sales and contacts per agent
Call detail:
Date and time
Caller ID
Queue
Waiting and talking time
Disconnection cause
Agent
Asterisk Call ID
Number of ACD attempts
Call code entered
Number of stints (and full stint details)
Server
Full audio listen-through
Lost calls detail:
Date and time
Caller ID
Queue that handled the call;
Disconnection cause;
Position at disconnection, if available;
Wait time before disconnection, if available.
Number of ACD attempts
Call code entered by agent
Key pressed
Number of stints (and full stint details)
Server
Realtime center analysis:
Caller ID
Time entered
Waiting time (updated in realtime)
Conversation time (updated in realtime)
Agents logged on
Time and extensions of last logons
Easy to read status panel
User definable rules to trigger yellow and green alarms
Numer of agents per queue
Number of ready / paused / busy on other queues / unknown agents on line
Number of calls waiting per queue
Number of inbound calls being answered
Number of outbound calls being made
Full server information
Last call handled by each agents (time and queue)
Realtime agents page:
Date an time
Waiting time
Call duration (updated in real time)
Queue
URL to launch
Call status (updated in real time)
Action buttons to: log in, log off, go to pause (with pause code), stop pause, earmark a call with its call completion code
Cluster support
Realtime visitors page:
Calls being processed
Daily report for selected queues: Taken calls; n. calls, avg wait, avg talk time
Daily report for selected queues: Lost calls: n. calls, avg wait, avg talk time
Most graphs include absolute values, a percentage breakdown and easy to read histograms. All graphs can be exported to a spreadsheet or other analysis software in a variety of formats.
Most reports can be filtered on a queue, time period and agent level, in order to maximise their discriminancy.
