QueueMetrics project is a monitoring software for call centers based on the Asterisk PBX.
With over 60 quantitative metrics available, your call center will run smoothly and problems will easily be pointed out. You can measure budget targets, SLA targets, agent activity and more with a level of details that goes down to listening to any call on any queue - right from your browser.
You can see taken calls, lost calls, agent sessions and call center activity, broken down by period, queue or agent.
QueueMetrics lets you see your call center in real time - what your agents are doing, how many calls are waiting for each queue, how much time has been spent in each stage of call handling.
QueueMetrics supports an unlimited number of inbound queues, each with multiple prioritized agents, and supports virtual queues made up of aggregations of existing queues.
QueueMetrics eases the burden of your agents too - they can easily see whether the're logged on or not, they can see their incoming calls as they are processed and they can even launch external webapps - passing data gathered from IVRs or Caller*ID information - at the click of a button.
So whether you manage a 2- or a 200-agent call center and want to understand what's going on with it, QueueMetrics will help you meet and exceed your goals.
QueueMetrics fully supports all versions of Asterisk queues ranging from version 0.7 to the latest version 1.2.
Product's homepage
Limitations:
· 30-day free unlimited licence
What's New in This Release: [ read full changelog ]
Major improvements:
· # 0733 - RT page 'Agents logged' Menu
· # 1283 - QM Database creation
· # 1599 - QA Extra Score
· # 1600 - AGAW Runner quick install
· # 1611 - QM Home page layout
· # 1614 - Agent channel names with “-”
· # 1615 - AGAW Chrome compatibility
· # 1624 - RT page 'Processed calls' Menu
Minor changes:
· # 1506 - Agent codes trimming
· # 1535 - Multi-stint mode filtering by agent
· # 1537 - Build number directory
· # 1538 - Home page multiple columns
· # 1543 - Changing payroll pause properties
· # 1547 - Database update testing
· # 1550 - QM compatibility with Asterisk 10.x
· # 1568 - Exporting jobs with Oreka
· # 1572 - RSS Feed link closes QM session
· # 1580 - Missing localization on QA Form
· # 1583 - Wrong query result returning from RT page
· # 1585 - 'Index Out of Bounds' in Overlaps
· # 1592 - Testing system for database framework
· # 1593 - Testing system for QA Form
· # 1594 - Testing system for QA Reports
· # 1595 - QA Report summary testing
· # 1596 - QA Extra Scores form input
· # 1597 - QA Extra Scores reports
· # 1598 - QA Extra Scores report summaries
· # 1604 - Espresso with FreePBX 2.10
· # 1605 - Espresso with AsteriskNow 2.0
· # 1607 - Overall QA Form scoring with shortcuts
· # 1612 - QA Monitor Calibration
· # 1618 - Fix for SQL Injection vulnerability
· # 1630 - Payroll agent sessions/pauses with hotdesking
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