How can I monitor my agent activity when everybody is working from home?

Due to recent world events, it is expected that a majority of offices will adopt smart working solutions. This can be a problem for Contact Centers everywhere, as it becomes difficult to understand your agents’ activity when they are working remotely. Extending your VPN will not be enough.

QueueMetrics-Live is a cloud solution for Contact Centers that enhances agents productivity and improves the daily workflow. It offers a powerful agent page with alarm options, outcomes, features codes, integration with all modern CRMs and a complete quality tracking tool that agents can use from home or almost everywhere. An integrated WebRTC soft-phone allows simple usage from anywhere.

Supervisors can track remotely all contact centre activities with more than 200 different metrics and manage processes in realtime with agent and calls control, live alarms, whisper, spy and barge mode, without the need to be in the company office.

Powerful wallboards allow an integrated view of the business processes with complete situational awareness, and automatic reports allow all stakeholders to be in the loop.

1

Let’s see how this works in detail.

On the agent side, a user can manage all their daily processes from home using the QueueMetrics-Live Agent Page. An agent can track their breaks during the day, can add outcomes and feature codes to all the calls they handle, and with the Quality tracking module associate deep detailed information to any received call.

The included WebRTC softphone makes possible to handle all the inbound and outbound calls from home or another location.

In the meantime supervisors and team leaders can track, using reports, all agent activities and call-center events remotely; and see them as they happen through the realtime page and wallboards. With them, supervisors can completely manage every aspect of the Contact Center.

They can listen to, hang up or transfer calls, activate remote chat or send messages to agents or whole queues. They can also assign agents to queues or remove them, to better suit the dynamic load of the incoming traffic.

Remote agent management is also possible if a supervisor needs to pause, log in or log off agents; and measure performances using the report system remotely from home.

The QueueMetrics-Live cloud solution offers all the features of the famous classic QueueMetrics on premise, plus agility of cloud solutions and can be easily configured for smart/remote working.

It doesn’t require any upfront expenses for the deployment. It is based on a pay-as-you-go pricing model. Companies can choose the service they want and pay only for what is needed. Installation and configuration is done by Loway and the first month is free.

The required IT infrastructure to run QueueMetrics-Live solution is provided and hosted by Loway, including all the maintenance, updates and nightly backups, freeing up the customers’ time and resources for other tasks.

It works with most Asterisk-based, FreeSwitch-based or cloud PBXs and can be set up in minutes.

Contact our sales department for a free demonstration and trial.

QueueMetrics-Live References

QueueMetrics-Live is available as a cloud hosted service for Grandstream UCM, FreePBX, Yeastar, Issabel, FusionPBX and many other Asterisk and Freeswitch distros.

For more technical information please refer to the User Manual.

Visit www.queuemetrics-live.com for a free 30 days full featured trial.

Attend our Free Webinars for a live demonstration of QueueMetrics.

keyboard_arrow_left Back