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