Queue Monitor

It is a comprehensive monitoring software for call centers based on the OfficeSwitch PBX.

What will Queue Monitor do for me?

Operations managers...

• See a very detailed report of call center activity, down to each call on each queue.
• Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic.
• Listen to recorded calls.
• See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns.
• Can track calls processed on multiple queues.
• Measure business targets and conversion rates on a number of industry-standard metrics.
• Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable work times.
• Excellent configurable security and privacy, on a queue-by-queue basis. All actions can be assigned or revoked on an user-by-user basis.
• QueueMetrics can be easily setup to support a virtual or multi-tenant call-center.

• Very detailed real time call and agent reporting, can be broken down by queue, agent group or location.
• See agent status and real-time activity.
• Remotely listen to live calls as they are handled.
• Watch agent screens remotely through a VNC client.
• Real-time wallboard mode using a video projector.
• Restricted "Visitor" mode to allow real-time access to external stakeholders, with optional live call or VNC monitoring.

• Agents can see the calls they're handling and integrate with external CRM apps, optionally passing data gathered from IVR menus or Caller-ID.
• Set call status codes (e.g. Sale, Contact?) for all inbound and outbound traffic through the GUI
• Log-on, log-off, go on pause and set pause reason codes.

• Proven, heavy-duty industrial solutions deployed in hundreds of locations worldwide, from 5 to 500 agents - ask for references.
• Highly scalable - supports OfficeSwitch clusters and can be installed on separate servers.
• Supports database and flat-file storage.
• Minimal or no OfficeSwitch interaction to minimize the load on the OfficeSwitch server.
• No need to patch or modify an existing OfficeSwitch installation.
• Works with OfficeSwitch's or third-party call recording and storage components.
• Easily scriptable through its XML-RPC interface.
• Auto-configuration from standard OfficeSwitch configuration files.
• Easy to install and upgrade using the yum package manager.