QueueMetrics Live is a cloud-based call center monitoring system designed to provide real-time call tracking and reporting for Asterisk-based environments. It offers significant advantages for end-users, integrators, and PBX producers by simplifying deployment, eliminating administrative burdens, and supporting scalability without upfront investments. The service allows easy integration with existing systems and ensures comprehensive data security and customizable reporting capabilities.

1. Presented by:
Lenz Emilitri
Founder, Loway
@lenz
Introducing
QueueMetrics Live.
Cloud QueueMetrics for appliances and virtual Ccs
AsteriskAfrica 2016 – February 17, 2016

2. ●What is QueueMetrics?
●Overview of functionalities
●Why QueueMetrics Live?
●Appliances
●Cloud Providers
●Integrators
●The advantages for end-users
●Possible integration models
●The advantages for PBX producers
Today's presentation

3. 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 call-centers
worldwide – ask for references.

4. 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

5. Agent interface
●Agents manage their own life-
cycle
●Log on and off – some or all queues at once
●Pauses with status codes
●Live messages from their supervisors
●Agents handle calls
●Screen pops
●Can set user-definable status codes on calls
●Can dial out through campaigns
●Quality tracking
●Agents run their own self-service
statistics
●Includes a WebRTC soft-phone
●Nothing to install
●Centralized configuration
●Chrome and Firefox
●Requires Asterisk 11+

6. 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
●Quality tracking

7. 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

8. And more...
●Strong security model
●You only see what you are supposed to see
●All features can be turned on and off
●Can be configured for complete multi-tenancy
●Support for agent hot-desking
●Wallboard
●Rich JSON and XML-RPC API
●Currently localized to 18 languages
●Very extensive manuals and support

9. Why QueueMetrics Live?
●The classic, on premise QueueMetrics model works well, but
is not ideally suited to every scenario:
●Appliances: too underpowered
●Cloud Providers: running too many instances
●Integrators: hands-off solution
●For some clients, semplicity wins
–One simple monthly pricing model
–No surprises: we do it all
–Grows with you
Why QueueMetrics Live?

10. Over the years, we had a number of requests for
adding QueueMetrics to appliances....
QM on appliances?
CONs
●QueueMetrics needs significant
computing resources to run into
●QueueMetrics requires an administrator
for initial set up.
●Need for sysadmin tasks – upgrading to
current versions, backing up the system,
etc.
●Typical solution was deploying QM on a
separate local server, but was often
unacceptable
PROs
●Asterisk-based appliances often run
small support lines on remote branches
– need for statistics
●Asterisk based appliances are today
quite powerful and can scale up quite a
bit.
●Lack of statistics reduces the possible
deployment scenarios.

11. Hosted QM to the rescue
●Add a simple loader script to the appliance
●Written in Go, very lightweight, works with any distro
●Loader pushes data securely to the QM cloud
●Built to be extremely reliable even in case of errors
●Derived from battle-tested qloaderd
●Users access QM from the web – can see the current state from
anywhere and interact with the PBX
●Administration, upgrades, backups are done by Loway
QueueMetrics
Live
Asterisk
Your Appliance PBX
Agent activities
Call data
Reporting and monitoring
Live agents

12. Cloud-based call-centres are often based on Asterisk technology, so
QueueMetrics is a natural choice...
QM for cloud providers?
CONs
●You need to run a large number of
QueueMetrics instances
●You need significant QueueMetrics
experience to integrate them
●You need to configure, monitor and back-
up all those instances
●Cloud call-centres are usually sold with a
short-term commitment
PROs
●QueueMetrics is a proven, industrial
grade solutions
●Very extensive reporting and
monitoring capabilities
●Very extensive customization
capabilities to fit the most demanding
scenarios
●Build a complete hosted call-center
solution at a fraction of current prices

13. Hosted QM to the rescue
●Add a loader on each Asterisk instance
●Written in Go, very lightweight, works with any distro
●Can feed multiple QueueMetrics Live instances from a single cluster of
Asterisk servers
●Simple automated push configuration of new instances
●Personalized URL http://live.provider.com/client
●Administration, upgrades, backups are done by Loway
QueueMetrics
Live
Asterisk
Agent activities
Call data
Reporting and monitoring
Live agents
Asterisk
GUI
Configuration
Call data

14. QueueMetrics Live has a some advantages for integrators selling on-
premise systems as well.
QM Live for integrators?
PROs
●A significant number of existing Asterisk systems are call-centres and don't
know it
●QueueMetrics Live is inexpensive for small system and requires no
investments and no dedicated servers
●No administration / maintenance
●If the system grows, client can migrate to an on-premise QueueMetrics
retaining training and existing data
●New recurring revenue stream

15. ●Full QueueMetrics functionality, including agent pages
and live monitoring
●Agents can log in and off
●Screen-pops of CRM applications
●Can be turned on and off as needed
●Billed monthly – no long-term investment for the
customer
●No lock-in – you can optionally move QM Live off the
cloud.
Client Advantages

16. There are many possible integration models – you decide.
Small
●Include a leaflet in the product's box with an activation code
●Offer a way for the user to install the loader
●We will send the user all credentials and information
Medium
●Have the loader preinstalled on the software
●Create a demo account for 30/60 days on product activation
Large
●Preinstall loader
●Integrate logins with your GUI
●Push current configuration to QueueMetrics through its APIs.
Integration models

17. Revenue sharing
●Billing can be done by Loway or by the integrator
●Billing based on the total number of agents
●Perpetual revenue sharing model
●Can have special pricing for specific markets (e.g. developing countries)
Partner portal
●View and monitor your customers immediately
●Activate and deactivate them as needed
●Monitoring APIs coming soon
For integrators

18. Where are we now?
●Project started in 2014
●Launched October 2015
●Currently running ~100 clients in production
●Average 15 agents each
●Data center in Amsterdam
●Official integration with the Yeastar MyPBX line
http://www.yeastar.com/NewsItem.html/136
What is next?
●More manufacturers coming soon
●Second US data-center coming soon
Current state

19. Thank you for attending!
QueueMetrics Live www.queuemetrics-
live.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.

20. Contact us
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