QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits like agent productivity monitoring, target measurement, conversion rates tracking, realtime campaign statistics analysis, agent page, wallboards and an easy to use interface.
QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits like agent productivity monitoring, target measurement, conversion rates tracking, realtime campaign statistics analysis, agent page, wallboards and an easy to use interface.
Specifications
Business Size
Startup
Deployments
Premise
Language Support
English
Platforms
Product Details
Features
Manual Dialer
Outbound Call Center
Real-time Chat
Reporting/Analytics
Configurable Wallboard
Support up to 100 agents, unlimited queues and campaigns.
Compatibility with any Asterisk version and configuration.
Compatibility with Elastix and FreePBX.
Localization in multiple languages (21 at the moment).
Agent Panel
Single and multiple reporting for queues/campaigns.
Weekly activity breakdown in days or hours.
Business targets measurement against SLAs.
Staff performance analysis on Automatic Call Distribution / non-ACD activities.
Customizable Question and Answer forms for live call grading.
Complete performance reports by agent and by queue.
Exportable reporting data to MS Excel, CVS, XML, PDF.
Detailed real-time activity reporting with definable alarms.
Multiple Customizable Real-time Wallboard mode.
Agent screens via VNC screen-sharing server.
Restricted Visitor mode for external inspection.
Add/remove agents function directly from Administrator screen.
Create automation using Json API
Benefits
Uses a pay-as-you-go pricing approach
QueueMetrics-Live uses a pay-as-you-go pricing approach and doesn’t require you to invest upfront for the deployment. You have total control over your subscription and decide what plan you need based on your business requirements. This significantly cuts down your IT spending as opposed to going for an on-premise platform. Low costs, bigger and better ROI.
Cloud-based platform
Queue Metrics-Live is a cloud-based platform, which means you never have to build and maintain a complete IT infrastructure, invest in hardware, software, equipment, and physical space to get everything running.
Easily scale up or down depending on your call center needs
QueueMetrics-Live brings to the table is that you can easily scale up or down depending on your call center needs. With on-premise contact center platforms, you have to invest in additional software and hardware components so that your call center remain capable to handle sudden spikes in call volume. And if the volume of calls drops, it results in huge wastage of your company’s resources.
Maintains the required IT infrastructure
Loway runs, manages, and maintains the required IT infrastructure to run the QueueMetrics-Live solution. You will never have to worry about any maintenance tasks as everything is taken care of, from updates to scheduled backups to managing and deploying resources, and more
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