How TD SYNNEX Improved Reporting and Monitoring Across 5,000+ Agents

Customer: TD SYNNEX
Solution: QueueMetrics
Support: Loway Support
Featured Contributor: Giti Moghimi, Contact Center & Unified Communications Architect, TD SYNNEX

In 2023, TD SYNNEX began migrating its telephony and contact center environment to FreePBX. The company operates a global contact center with more than 5,000 agents, so even small reporting or visibility issues can affect numerous teams.

As part of the migration, the business wanted better visibility into contact center activity. Real time monitoring was important, but so were reporting, KPI tracking, call recording access, and the ability to answer operational questions without digging through raw PBX data.

Giti Moghimi, Contact Center & Unified Communications Architect at TD SYNNEX, helped lead that effort. Her role covered solution design, implementation, validation, go live support, and ongoing improvements to reporting and data delivery processes.

The Reporting Gaps Became Harder to Ignore

Before QueueMetrics, TD SYNNEX used iSymphony for contact center operations. It covered real time monitoring reasonably well, but several reporting and management requirements were still difficult to address.

The team needed:

  • Better reporting and KPI tracking
  • Easier access to call recordings
  • Automated report generation
  • Historical analytics
  • Bulk user management

Different teams felt the impact in different ways. Supervisors needed better visibility into queues and agent activity. Leadership wanted clearer performance reporting. The PBX team spent time handling reporting requests that often required manual work.

The migration added urgency. Contact volumes were growing, leadership wanted better visibility, and reporting requirements became more demanding as the new environment took shape.

Choosing QueueMetrics

The first requirement was straightforward: real time monitoring.

As the project moved forward, reporting became the bigger focus. TD SYNNEX needed a platform that could combine live operational visibility with reporting, analytics, scheduled exports, and easier access to historical data.

Giti evaluated and implemented QueueMetrics across the PBX environment, working closely with the Loway support team during configuration, testing, and rollout.

The deployment included:

  • Reports
  • Wallboards
  • Agent pages
  • Supervisor pages
  • Scheduled exports

Giti had previously worked with tools such as iSymphony and FOP2.

What stood out about QueueMetrics was the depth of reporting and analytics available when business requirements became more complex.

Building Reports People Would Actually Use

One of the decisions that helped adoption was keeping the setup focused on business needs.

QueueMetrics offers many reporting options, metrics, and dashboards. Rather than exposing everything at once, Giti worked with different business units to identify the reports and wallboards that would actually help them make day to day decisions.

Some teams needed queue performance metrics. Others focused on agent activity, service levels, or recurring management reports.

That approach kept the system useful without overwhelming users with data they did not need.

Building Trust in the Numbers

Reporting only works if people trust the numbers.

Because the PBX platform was open source, Giti had direct access to the underlying Call Detail Records (CDRs) and queue logs. During implementation, she regularly compared QueueMetrics reports against the source data to verify accuracy.

This became especially useful when managers questioned a report or KPI.

Instead of debating the result, the team could trace the numbers back to the underlying PBX records and confirm exactly how the report was calculated.

That validation process helped build confidence in the reports and made it easier for managers to use the data in operational decisions.

What Changed

QueueMetrics gave agents, supervisors, leadership teams, and PBX administrators a clearer view of contact center activity.

Supervisors could monitor queues and agent performance more easily. Leadership had better access to operational reporting. The PBX team spent less time creating reports manually and more time supporting the business.

The practical result was simple: people could answer questions using data that was already available instead of asking someone to build a report every time.

Adoption and Lessons Learned

The biggest challenge was training.

QueueMetrics offers extensive reporting capabilities, which is useful once people understand how the platform works. The tradeoff is that report creation can feel overwhelming for new users, particularly supervisors who are building their own reports for the first time.

Looking back, Giti says she would invest more heavily in supervisor training earlier in the project. In several cases, she found herself building reports on behalf of supervisors until they became comfortable using the reporting tools themselves.

Once users became familiar with the platform, adoption was much smoother and the system became part of normal daily operations.

Working with Loway Support

Throughout the project, Giti worked closely with Loway support during configuration, testing, and optimization.

She credits both the QueueMetrics team and the TD SYNNEX PBX team for helping make the rollout successful. After the initial deployment, ownership shifted to the internal PBX team, which continued maintaining and improving the environment as business needs to be evolved.

Looking Ahead

Reporting requirements rarely stay the same for long.

TD SYNNEX continues to explore additional reporting capabilities, including API based integrations and potential connections with Power BI. The goal is to give managers more flexibility in how they access and analyze contact center data.

Results

TD SYNNEX started the project looking for better visibility during a large PBX migration.

By implementing QueueMetrics, the team created a reporting and monitoring environment that gave agents, supervisors, leadership, and PBX administrators easier access to the information they needed. The reports were validated against raw PBX data, which helped build confidence in the numbers and encouraged adoption across the organization.

The project also revealed an important lesson: good reporting tools still need training. The technology solved the reporting problem, but it was just as important to help users understand the data.

About the Contributor

Giti Moghimi

Giti Moghimi
Team Lead (Senior VoIP Engineer), TD SYNNEX

Giti Moghimi is a Contact Center & Unified Communications Architect specializing in enterprise telephony, UCaaS, CCaaS, and PBX modernization.
She led the implementation of QueueMetrics as part of TD SYNNEX’s contact center migration project and contributed the technical insights shared in this case study.

About QueueMetrics

QueueMetrics is a highly scalable monitoring software that lets you track agent productivity, payrolls, measure targets, conversion rates, queues/ACDs, IVRs, music-on-hold, generate outbound campaign statistics and monitor realtime processes with customizable wallboards.

You can measure all activities in your contact center with more than 200 different metrics and manage realtime processes with live alarms and full control on calls and extensions, including whisper, spy and barge modes.

QueueMetrics is available on premise or as a cloud hosted service, and it is compatible with FreePBX, Grandstream, Issabel, MiRTA, Enswitch, Yeastar S PBX, VitalPBX, FusionPBX and many other Asterisk- and Freeswitch-based systems. It also supports Microsoft Teams telephony.

For more technical information please refer to the User Manual.

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

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