What is Historical Reporting?
Accurate Historical Reports are an essential tool for
optimizing your call center performance and resource
allocation.
By using different metrics as indicators of the current
situation, you can identify areas that need improvement and
immediately notice if any of the strategies you have employed is
improving the overall contact center quality of service.
In particular, by analyzing the performance of the various
agents during the working day, you will be able to understand if
a change in staff is necessary or the introduction of incentives
that can improve the performance.
Reports and analytics turn into precious Key Performance
Indicators offering opportunities for multiple A/B testing and
changes to your management strategies.
The QueueMetrics call center monitoring suite offers more than 200 different metrics that are guaranteed to give you unprecedented insight into all aspects of your contact center.
Monitor the day by day activities with the
Realtime Page and the
Customizable Wallboards.
Dig deep in the numbers by creating reports tailor-made for your
concat center. Provide your agents with a simple, yet effective,
way of logging in and out of queues or pause and unpause
themselves.
Take advantage of the Agent Page's CRM integration to include QueueMetrics in your existing workflow. Use the QA system to listen to and evaluate calls made by your agents, and assign scores to mark areas that might need improvements.
All in all, QueueMetrics offers you a complete package of
reports and features, developed over the years by working
closely with our customers and based on real Contact Center
experience.
For this reason, improving your Contact Center requires no prior
knowledge or technical background.
If you request a demo, one of our Engineers will reach out and book an appointment, so they can set everything up.
During the installation, they will show you what QueueMetrics can do, and guide you through the main features of the software, thus giving you all the tools that you need to start identifying optimizations immediately.
The test process will not require any investment or commitment on your side, since the Loway team will take care of everything in such a way as to allow you a process without stress or technical issues.
QueueMetrics is compatible with all the main Asterisk Distributions like FreePBX, PBXAct, Issabel, Elastix, VitalPBX and also works with Grandstream UCM, MiRTA PBX, FreeSwitch, FusionPBX, Yeastar S and Yeastar Cloud, so that a test will be very easy to set up.
Take a look here for the full compatibility List.