If you run a call center, it is sometimes desirable to offer some strangers access to the system in order to demonstrate the quality of the work you are doing. Of course you do not want them to access directly the full reports pages, but still you want them to be able to get a hold of the current activity and, optionally, to monitor your agents directly, listening to the conversation or having a look at the agent’s screen.

This feature may be handy, for example, if your call center handles inbound queues for third party clients. If you let your users access the QueueMetrics server, they will be able to see your work in real-time. Or maybe you want the marketing department to check the quality of your work, without giving them a fully-featured report that may be hard to understand for a complete stranger.

To solve this problem QueueMetrics implements the VISITOR profile; when a visitor logs on, they see a web page like the following one:

They can then select one or more queues that they have the privilege to see, and click on "Show current system activity".

This page looks very similar to the real-time page, where the calls for the given queues are shown in real time. If the user is given the MON_AUDIO or MON_VNC keys, he will have the opportunity to click on the VNC or the unattended audio monitoring icons and start the procedure exactly the way it happens for the real-time page.

In addition to the data about the real-time activity, the user will be able to see a report of the number, average duration and average wait time for answered and unanswered calls on the selected queue(s).

The page reloads automatically just like the real-time page, or can be reloaded by clicking on the "Reload now" button.