You want to create simple but effective QueueMetrics reports that only show the information you really need? Do you feel the need to have different reports for different situation to improve your workflow?
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 and an easy to use interface. It’s available on premise or as a cloud hosted solution service.
Installation Tutorial of QueueMetrics’ Uniloader on a Debian/Ubuntu systemUnder Systemd operating systems like Debian or Ubuntu you hove to install Uniloader manually. It might sound a bit daunting however by following this simple steps you will be guided through the process.
What is QueueMetrics?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 and an easy to use interface. It’s available on premise or as a cloud hosted solution service.
QueueMetrics and WombatDialer for Asterisk PBX Recall SchedulingIn this tutorial, we will walk through the necessary steps needed to activate the QueueMetrics-WombatDialer Recall Scheduling integration. Imagine a typical call-center situation, with a WombatDialer campaign dialing numbers of potential leads and agents ready to take the calls on a queue.
One of the most common scenario sees the lead potentially interested but unavailable for the time being, so you agree on a better time to have the conversation.
QueueMetrics-CallCabinet IntegrationIn this tutorial, we will detail how to setup your QueueMetrics or QueueMetrics-Live system in order for it to retrieve call recordings stored with Atmos CallCabinet Call Recording Solution. Atmos CallCabinet for QueueMetrics-Live provides QueueMetrics’ customers with secure and accurate cloud call recordings for their Asterisk PBX based call centers. It includes a pluggable listener module that allows customers to listen to recordings that are being stored remotely in the cloud. This guide is divided in two sections: first, we will setup our Asterisk system so that it will automatically store our recordings on CallCabinet, after that we will setup our QueueMetrics system to be able to retrieve the recordings for QA purposes.
FCR Tutorial with QueueMetricsA common scenario in most call-centers, is one where the same user calls multiple times, regarding the same issue or matter to be addressed. The biggest problem regarding this type of situations is: how to keep track of client interactions, clustering the data in a sensible way, allowing the tracking of a particular situation rather than having to manually investigate all the single phone calls from the same Caller-ID.
Automated recallsWhen managing a Call Center you will often find yourself in a situation where your services have a known peak time. In this case a need arises to staff agents based on the load at peak time. More often than not though your wait time SLA is stressed during this peak time, impacting on the overall quality and customer satisfaction, while also having an harder interaction with callers who have waited too long for the call to get through. So how can we solve this problem?
VIP callers management with QueueMetricsThere are various methods that one can employ to deal with VIP callers. Some examples of this are:
- Special low-latency queues
- Different products
- Automatic routing of open cases
How can we identify important callers?
QA is an effective process, and greatly improve the awareness of a Call Center Administrator. This said, it also brings along a series of disadvantages:
- Reviewing calls manually is very expensive
- Most calls are not very informative
- Biased sampling
What if we could automate it?
Previous - 1 of 4 - Next