Tutorial: Automatic Outbound call tracking

Discover in this new tutorial how to automatically track normal outbound calls with QueueMetrics call-center software for Asterisk PBX.
We will guide you step by step through the several benefits of using the new outbound call tracking feature of QueueMetrics’ Uniloader in your daily call center management.

Continue Reading...



Tutorial: Outbound calls from the agent page

In this tutorial we will guide you through the new Outbound Call Tracking feature of QueueMetrics. This feature allows the tracking of outbound calls without resorting to DialPlan additions using the QueueMetrics’ Real-Time page, the Agent page or the customizable Reports.

Continue Reading...



Tutorial: Synchronizer

In this tutorial you will learn how to easy configure queues and agents in QueueMetrics call center manager software, using the Synchronizer module functionality.

Continue Reading...



Tutorial: Parking Calls

In this tutorial you will learn how to track calls, without relying only on a classic queue structure. This is especially useful when calls are routed to specific people or groups during defined events. We will discover how to use the parking lot tracking feature of QueueMetrics’ Uniloader, that can be used to track parked calls “as if” they were normal calls handled on a queue.

Continue Reading...



Ad-hoc log analytics in the REPL

It’s one of those days again. You are tasked with finding the root source of an intermittent production problem in a web application. To be able to scale out on demand, QueueMetrics Live, our hosted call-center analytics platform for Asterisk PBXs, is built as a cluster of differet services who talk to each other over HTTP - so chance has it, finding what went wrong and how will begin (and often end) by looking at some web logs. Web logs are produced by a plethora of different systems - not just web servers, but reverse proxies, user-facing web applications, API servers, databases - you name ‘em. And there is one thing they all have in common: they are all slightly different.

Continue Reading...



Setting up a WebRTC softphone in QueueMetrics

The following guide details how to set up QueueMetrics’ WebRTC softphone.
For the scope of this tutorial we will be working with the FreePBX distro “FreePBX 13.0.190.19” that runs “Asterisk 13.14.0”.

Continue Reading...



OCO InfoComm Case History: a QueueMetrics Experience

In this new case history, Xin Ye, Managing Director of OCO InfoComm, tells us about his experience using QueueMetrics and his company expertise to implement a complex and stable IVR without incurring the huge cost involved with using legacy systems.

Continue Reading...



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.

Continue Reading...