Quality Assessment with QueueMetrics: Advanced QA

QueueMetrics call center suite generates analytical and historical reports collecting data from your Asterisk PBX. It covers all the key categories required for an effective call center management: reporting, supervising, agent page and quality assessment. QueueMetrics Quality Assessment (QA) module lets you:

  • Define a set of metrics to be used for call grading
  • Have the QA team grade calls while they’re being processed or from historical recordings
  • Run complete reports by queue and by agent.
This second tutorial covers the main aspects of the grading process and performance tracking. You can read HERE the first part of the article if you are not familiar with it yet.

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Quality Assessment with QueueMetrics: Getting started with QA

The QueueMetrics call center suite collects Asterisk PBX data and generates analytical reports for over 180 metrics, covering key categories of call center management: reporting, supervising, agent page and quality assessment. This is a hands-on tutorial that shows how to get started with the QueueMetrics Quality Assessment (QA) module. The Quality Assessment module lets you:

  • Define a set of metrics to be used for call grading
  • Have the QA team grade calls while they’re being processed or from historical recordings
  • Run complete reports by queue and by agent.


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QueueMetrics suite for Asterisk Wallboard Tutorial

Wallboard creation Tutorial

In this tutorial we will detail in a step to step fashion, how to create a new QueueMetrics’ Wallboard. Since QueueMetrics 17.06 the new Wallboard functionality is available, which allows the user to create, save and edit multiple wallboards to customize their call center monitoring. We will take a look at some of the wallboard editing functionalities by creating a new wallboard, this is achieved by using some of the available monitoring widgets.

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The Head in the Sand Mentality… and how it can harm your call flow.

By Allison Smith If customers were annoyed with your IVR/Call Flow, and were so motivated to hang up out of frustration and call your competitor – wouldn’t you rather know about it, rather than ignore it? After all: you want to make it as easy as possible for customers to transact with you. The typical hot dog street vendor doesn’t set up a collision course of obstacles on the sidewalk that makes it as difficult as possible for you to approach his cart and make a purchase – and yet, that’s exactly what many IVRs do: they’re often a confusing maze to navigate, which dangles a reward just beyond the customer’s reach, and which definitely doesn’t set the customer up for success – or you, for that matter.

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Behind the scenes - Continuous log analytics

Here at Loway, we take data very seriously. QueueMetrics Live, our hosted call-center analytics platform for Asterisk PBXs, is constantly monitored and probed for anomalies in its performance metrics. This way, we are able to find and fix issues - often automatically - before they become apparent to our growing number of users.

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Tracking Music-on-Hold with Uniloader

Why do you need Music-on-Hold tracking?

One of the questions you may have when analyzing your call-center performance is: how much time did our agents put the caller on-hold? This is an important proxy of the quality of the service you offered, as long (or frequent) time on-hold is a symptom of problems when handling a call.

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Four reasons why QueueMetrics is the key for your call-center success

A monitoring and reporting system is the most important component of any modern call center such as measurement of agents performances and customer satisfaction is the key strategy for success. Balancing all internal elements that shape the ecosystem of an Asterisk PBX based contact centre relies on accuracy and precision of reports. An efficient call center management improves performances by more than 100%, while improving overall customers’ satisfaction. Monitoring, reporting and improving performances is the bread and butter of QueueMetrics suite.

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What a cloud solution can do for your call center

Modern contact centers shares challenges of the biggest contemporary service providers. Continuous grow in revenue, quality, and efficiency while costs must be kept in rigid control within articulated and complex structures. Quality of services means satisfied customers included fast delivery, and precise understanding of their needs.

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