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.
Read More keyboard_arrow_rightAd-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.
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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”.
NOTE: The suggested way to run WebRTC on modern Asterisk systems is to use the PJSIP channel driver.
Unless you have a good reason to do it differently, or run an old version of Asterisk, please see an updated guide here:WebRTC set up using PJSIP
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.
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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.
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Quality Assessment with QueueMetrics: Getting started with QA
The QueueMetrics call center suite collects Asterisk PBX data and generates analytical reports for over 180 metrics, covering key categories of call center management: reporting, supervising, agent page and quality assessment. This is a hands-on tutorial that shows how to get started with the QueueMetrics Quality Assessment (QA) module.
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QueueMetrics suite for Asterisk Wallboard Tutorial
Wallboard creation Tutorial In this tutorial we will detail in a step to step fashion, how to create a new QueueMetrics’ Wallboard. Since QueueMetrics 17.06 the new Wallboard functionality is available, which allows the user to create, save and edit multiple wallboards to customize their call center monitoring. We will take a look at some of the wallboard editing functionalities by creating a new wallboard, this is achieved by using some of the available monitoring widgets.
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The Head in the Sand Mentality… and how it can harm your call flow.
By Allison Smith
If customers were annoyed with your IVR/Call Flow, and were so motivated to hang up out of frustration and call your competitor – wouldn’t you rather know about it, rather than ignore it?
After all: you want to make it as easy as possible for customers to transact with you.
The typical hot dog street vendor doesn’t set up a collision course of obstacles on the sidewalk that makes it as difficult as possible for you to approach his cart and make a purchase – and yet, that’s exactly what many IVRs do: they’re often a confusing maze to navigate, which dangles a reward just beyond the customer’s reach, and which definitely doesn’t set the customer up for success – or you, for that matter.
Behind the scenes - Continuous log analytics
Here at Loway, we take data very seriously. QueueMetrics Live, our hosted call-center analytics platform for Asterisk PBXs, is constantly monitored and probed for anomalies in its performance metrics. This way, we are able to find and fix issues - often automatically - before they become apparent to our growing number of users.
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