If you are looking for a one-stop, easy to follow and complete guide on setting up a QueueMetrics instance for your FreePBX call center, look no further!
In this guide you will find useful resources, instructions and ideas, on how to get the most out of your QueueMetrics installation.

Implementation

If you plan on using the self-hosted version of QueueMetrics, you can find a quick guide on how to set up QueueMetrics below. Keep in mind that the hosted solution (QueueMetrics-live) is easier and faster to set up:

You can install QueueMetrics on the same server as your FreePBX if it’s a small call center (about 20 agents), but, for ease of maintenance, you might prefer to use a dedicated server. In the later case, here you can find what the requirements are:

Configuration

Regardless of what flavor of QueueMetrics you prefer, the Uniloader data uploading service will need to be installed on the FreePBX server.
Let’s have a look at how to configure the Uniloader service:

If you are planning on tracking IVR selections and Outbound activity, have a look at this guide (this part is optional):

Once the Uniloader is set up, you will want to set QueueMetrics up as well. Keep in mind that any changes that you make to the extensions and queues on your PBX will not translate immediately to QueueMetrics, and vice versa. In any case, there is no need to be concern of having to manually create hundreds of Agents.

Here is how to correctly set up the Agent, Queues and Users automatically in QueueMetrics:

Using QueueMetrics

Now that the configuration is complete, it is time to customize and schedule our first report:

The reporting system is very extensive, you will be able to find more detailed documentation here:

Do not forget to set up some Wallboards as well, your users will love them:

At this point, if you have followed the guides above, I believe it is safe to say that QueueMetrics is in a state where the main features are enabled and working.
If, by any reasons, something is not working correctly, you can find a Troubleshooting section here:

Of course, you can always feel free to get in touch with our Support team, in case you are having any issues.

Additional features and ideas

QueueMetrics has been around for quite some time (started around 2005), this means that during these years, many useful features have been developed.
In this section, we are going to explore some of these features.

The guide below is useful if you have a 24-hours call center, or if your dynamic agents forget to log out of their queues at the end of their shifts.
You will find a useful script to upload older queue_log files as well, in case something went wrong:

Enabling call recording in the QueueMetrics reports, as well as creating Wallboards for your Agents:

Did you know that you can track the FreePBX Parking feature, in QueueMetrics? Here you can find a guide on how to set it up:

And last but not least, you can use the built-in Quality Assessment features of QueueMetrics, to keep track of how well your Agents are doing their job:

Advanced features and tools

This part of the tutorial is for the users that understand the basics of QueueMetrics, and what to implement some more special feature.

You can enable Single Sign-On using Active Directory or LDAP in QueueMetrics:

QueueMetrics includes a dedicated WebRTC softphone that you can easily enable in FreePBX. For this, make sure that your PBX is hosted in HTTPS and that you are using PJSIP extensions:

WombatDialer is our own dialer, you can request a trial for WombatDialer on our website. It is very flexible and capable of satisfying all of your outbound dialing needs. Even if you don’t need a complete dialer, you can use it to schedule automatic recalls trough QueueMetrics:

The last feature that we are going to showcase in this guide is the ability to tag calls as VIP or Blacklist them, in QueueMetrics:

This is undoubtably quite an extensive guide, but QueueMetrics has much more to offer. Hopefully, this post has been useful to you, and helped you optimize and allowed you to express the full potential of your contact enter.

QueueMetrics References

QueueMetrics software is available on premise or as a cloud hosted service for FreePBX, Yeastar S PBX, Grandstream, Issabel, FusionPBX and many other Asterisk distros.

For more technical information please refer to the User Manual.

Visit www.queuemetrics.com for a free 15 days full-featured trial.

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