Queue Monitor

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

What will Queue Monitor do for me?

Queue Monitor

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.
Team leaders...
  • 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...
  • 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.
IT Managers...
  • 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.

 

Copyright © 2024 Office Switch. All Rights Reserved.