Professional Call-Center monitoring and reporting with QueueMetrics
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Professional Call-Center monitoring and reporting with QueueMetrics

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Elastix Webinar Wednesday
Loway
Panelist: Lorenzo Emilitri

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Professional Call-Center monitoring and reporting with QueueMetrics Professional Call-Center monitoring and reporting with QueueMetrics Presentation Transcript

  • Contents ● The problem What is QueueMetrics? Installing QueueMetrics on Elastix QueueMetrics in practice A little surprise for Elastix users Questions and Answers
  • The problem ● ● ● ● A call-center is the "face" of your company that your callers see Bad call-center performance will annoy and frustate callers How do you measure how well you are behaving? How do you justify the expense to the payer?
  • The problem (#2) ● Call-centres are a labour-intensive industry ● Very hard to keep track of agent performance ● Agent staffing has a high cost: ● ● ● 100's to 1000's $ per month per agent Agent management directly impacts quality and satisfaction Agent attrition raises training costs and reduces service quality Need to understand in order to manage effectively.
  • Addressing the problem ● Better insight leads to: ● Reduced operational expenses ● Improved customer satisfaction and retention ● Improved agent satisfaction and retention Even small improvements in management will be worth significantly on a yearly basis.
  • Contents The problem ● What is QueueMetrics? Installing QueueMetrics on Elastix QueueMetrics in practice A little surprise for Elastix users Questions and Answers
  • What is QueueMetrics? ● ● ● ● ● An industrial-grade call-center monitoring and reporting system Swiss attention to data integrity and consistency Grows with you: suitable from 5 to 1000+ live agents Can monitor clusters of servers as one big box Deployed in thousands of callcenters worldwide – ask for references.
  • Live monitoring ● ● View the live status of queues and outbound campaigns Track live calls (view calls connected and waiting to connect, listen to calls in progress, start XMPP chats, track IVRs and MOH, track ACD attempts) ● View and manage agents (log them on and off, move between queues, pause and unpause them) ● Push messages to agents ● Live alarms
  • Agent interface ● Agents manage their own lifecycle ● ● Pauses with status codes ● ● Log on and off – some or all queues at once Live messages from their supervisors Agents handle calls ● ● Can set user-definable status codes on calls ● Can dial out through campaigns ● ● Screen pops Quality tracking Agents run their own self-service statistics
  • Rich reporting ● Over 150 metrics computed ● Taken and lost calls, Agent sessions, Connection attempts, Daily and intra-day evolution, Outcomes.. ● Powerful drill-down filters ● Completely configurable ● ● Extensive call details with audio recording and metadata Quality tracking
  • Quality tracking ● ● ● ● ● ● Define your own powerful and flexible call scoring forms Extensive quality statistics Find efficient sets of calls to be scored (Grader's page) Manage the quality life-cycle of your agents (Performance Tracker) Agent feedback via Tasks system Can be used as a micro-CRM to associate info to calls
  • And more... ● Strong security model ● You only see what you are supposed to see ● Can be configured for complete multi-tenancy ● Support for agent hot-desking ● Wallboard ● Rich XML-RPC API (JSON coming soon) ● Currently localized to 15 languages ● Extensive manuals and support
  • Contents ● The problem ● What is QueueMetrics? ● Installing QueueMetrics on Elastix ● QueueMetrics in practice ● A little surprise for Elastix users ● Questions and Answers
  • Installing QueueMetrics on Elastix ● Add QueueMetrics to Elastix through the Addons page ● Optional: get a free 30-day demo key ● Log in and change admin password ● Import existing queues and agents ● Define agents in QueueMetrics ● Define users who can access QueueMetrics ● Run reports!
  • Installing: the Add-ons page One click installation – comes with a free 2-agent trial key
  • Installing: get a free demo license A call-center is a demanding environment QueueMetrics will help you but don't take our word for it Test-drive it! Up to 100 agents - 30 days Other configurations on demand
  • Installing: first log-in ● Connect to http://[server-ip]:8080/queuemetrics ● Accept license terms ● Log in as "demoadmin" – "demo" ● Remember to change the admininistrative password!
  • Installing: Importing the current configuration Select "Setup wizard" -> "Single machine AMI"
  • Installing: define agents and users Wait a second – why do I have to do this? Agents are used by Users are used by QueueMetrics QueueMetrics to map names to allow access to the GUI. and properties to a PBX code. A user has... An agent has... ● An agent code ● A name ● ● A supervisor A group ● A set of queues ● ● A login ● A password ● Belongs to a class ● Has a set of security keys ● Etc... Etc... In order to let an agent use the GUI, its Login must match the Agent code (e.g. Agent/101)
  • Installing: define agents From the Home page go to "Edit agents" and add a new agent.
  • Installing: define queues for agent From "Edit queues" click on the "Edit agents" icons and select the agents for that queue.
  • Installing: create users Remember to create users for agents in class AGENTS and with a login matching their agent code.
  • Contents The problem What is QueueMetrics? Installing QueueMetrics on Elastix ● QueueMetrics in practice A little surprise for Elastix users Questions and Answers
  • Contents The problem What is QueueMetrics? Installing QueueMetrics on Elastix QueueMetrics in practice ● A little surprise for Elastix users Questions and Answers
  • Thank you for attending! QueueMetrics www.queuemetrics.com Loway www.loway.ch A real programmer puts two glasses on his bedside table before going to sleep. A full one, in case he gets thirsty, and an empty one, in case he doesn’t.