contact center solutions

QueueMetrics Reporting

QueueMetrics is a call queue monitoring and reporting package for call center installations based on the Asterisk® Open Source PBX. It allows managers to monitor queues and agents in real time, or to analyze queue activity for given periods. Its continuously updated charts and information displays look particularly professional on large flat screen monitors distributed around the call center.

• Taken calls
• Lost calls (user disconnected)
• Call distribution over time

• Agents logging on and off
• Calls by agent
• Calls in queue with wait times
• The launch of queue URLs like external CRM applications.

• Caller IDs
• Call duration
• Waiting time

QueueMetrics may require a database server separate from the PBX server. The available four year licenses are priced incrementally for up to ten agents, up to 20 agents, and unlimited agents. Installation is available for an additional charge.