FreePBX Call Center Metrics

As one of the most popular Asterisk's distro in the market, FreePBX is an extremely flexible PBX that gives users the tools to set up a robust phone system that caters to their needs. Thanks to QueueMetrics, our queue monitoring software, you can track your call center's queue and agent activity with more than 200 unique metrics. QueueMetrics is also compatible with other Asterisk distributions like Issabel, MiRTA PBX, FusionPBX, Vicidial, Xorcom, Wazo, Enswitch, VitalPBX and appliances like Yeastar S series and Grandstream PBX. Below, we will show you a few examples of the best and most relevant QueueMetrics' metrics you can use in order to improve and track all the events and call center performances.

Call Details

As a detailed recap of every call, this report will tell you all there is to know about an individual conversation. This report is if you want to look at all the information QueueMetrics has about a specific call, down to the individual call event. You can also listen to its recording and see all the missed attempts for a call by clicking on the magnifying glass icon. From here, you can also access your QA Reporting forms, where supervisors can grade agent interactions with the customers by answering questions posed inside predetermined forms of your making.

Call Details statistics for FreePBX Call Center Metrics
Agent Sessions View

This report provides all the essential metrics needed to monitor your agent sessions. Keeping track of how agents spend their time can be what makes or breaks your Contact Center. For this reason QueueMetrics contains all the relevant information within a single table that you can use to compare productivity between agents. This report is also useful to measure their efficacy and efficiency level. One of QueueMetrics' most technical reports, this recap is one of the keys to optimize your Call Center.

Agent Session View for FreePBX Call Center Metrics
Agent Occupancy

An even more in depth analysis on agent productivity, that will give you insight on call times, as well as billable and non billable pause times for your agents. This is the perfect tool for tracking your agent breaks and session times, as well as actual call times and agent occupancy.

Agent Occupancy statistics for FreePBX Call Center Metrics
Answered Calls By Queue

Keep track of how call volume is distributed between queues, by using this irreplaceable report. By monitoring how much traffic enters your queues, you can easily handle agent allocation for each queue in an optimized way. By doing so you will be able to improve efficacy and reduce total costs, thus improving the general performance of your FreePBX-based Contact Center.

Answered Calls by Queue statistics for FreePBX Call Center Metrics

To request a trial just follow these simple steps:

  1. Request a free Trial License for the On-Premise or Hosted version.
    1. If you have requested the Live (hosted) version, one of our engineers will contact you to setup the system for free!
    2. If you are installing the On-Premise version instead, follow our Installation Guide on how to set up the system.
  3. Start reporting immediately, with Historical Reports and Realtime Customizable Wallboards.