IVR: The Call Center Warm-Up Band

by Allison Smith @voicegal

You Wouldn’t Want Just Anyone to Warm Up Your Audience, Would You?

I have never attended a concert where the warm-up band wasn’t completely, 100% suited to the main act. Warm-up bands are chosen for their similarity, their cohesiveness, and their compatibility with the headliner. No headlining band allows just any unknown applicant to be their warm-up band. That starting act has to set the tone for what the mainstage act will be like.

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Managing Pauses inside QueueMetrics

What is the advantage of using the Icon agent page to manage pause codes?

QueueMetrics lets your Agents manage their own pause status, allowing you to track reliably and consistently their working day. Pause codes can be customized to suite your needs and are designed so you can run reports with them included.
You can use this feature to track not only the downtime of your Agents, but even back-office activities and other billable events.
Agents won’t be assigned calls while paused.

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How to upgrade from Qloaderd to Uniloader with QueueMetrics

Why should you upgrade from the old Qloaderd to the new Uniloader?

What benefits does it bring? Uniloader is currently supported, and more stable than Qloaderd, making it easier to diagnose issues.
Uniloader is also used to perform other administrative/complementary tasks that perform useful functions on an Asterisk system connected to QueueMetrics.
 
For example:
  • it can generate music-on-hold events on queues;
  • outbound call tracking;
  • track parked calls as if they were calls handled on a queue.


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How to create a Report with QueueMetrics

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.

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QueueMetrics Installation under Systemd (Debian/Ubuntu)

Installation Tutorial of QueueMetrics’ Uniloader on a Debian/Ubuntu system

Under 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.

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QueueMetrics – WombatDialer Recall Scheduling Tutorial

QueueMetrics and WombatDialer for Asterisk PBX Recall Scheduling

In 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.

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QueueMetrics - CallCabinet Integration Tutorial

QueueMetrics-CallCabinet Integration

In 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.

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First-Call Resolution

FCR Tutorial with QueueMetrics

A 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.

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