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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Automated Recalls

Automated recalls

When 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?

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VIP Callers

VIP callers management with QueueMetrics

There 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?



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Automating QA

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?



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QueueMetrics Payroll

Payroll

Are you looking for a way to easily track your call center agents’ session times, in order to produce accurate payroll records? Are you having trouble figuring out how to differentiate between payable and non payable pauses for your workers? If your answer is yes then keep reading.

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QueueMetrics Wallboard Queue Filtering

Queue Filtering

Do you ever wish you could create your own custom wallboard to understand at a glance what’s going on in your Call Center? Do you need to monitor multiple queues as a single entity, yet maintaining a perception of how the singular queues are doing? If the answer is yes, read on.

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