Learn all about Cloud QueueMetrics with this presentation from Lorenzo Emilitri at The Asterisk Community Conference Africa 2016

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
pinterest.com/QueueMetrics
twitter.com/queuemetrics
linkedin.com/company/loway
slideshare.net/QueueMetrics
youtube.com/user/QueueMetrics
plus.google.com/+QueuemetricsCallCenter
facebook.com/QueueMetrics
loway.ch/rss.jsp