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| -QueueMetrics is an inbound and outbound call center analysis, monitoring and reporting software application. The current version is 14.03 as of March 14, 2014. | | +QueueMetrics is an inbound and outbound call center analysis, monitoring and reporting software application. The current version is 14.06 as of June 18, 2014. | | | | It offers over 150 quantitative metrics of inbound/outbound call center operation, that can roughly be divided into: | | - Taken calls |
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| | | If you have very complex report requirements, you can also use QueueMetrics as a data provider for your own custom analysis web apps, using its embedded XML-RPC interface. You can then use any programming language to build extensions to QueueMetrics. | | | | -Agents can have their own home page, see calls flowing in and launch external webapps. They can enter call completion codes for their traffic (inbound and outbound) and can enter pause codes for their non-ACD time, so that it is possible to know if an agent is on pause because of lunch or because he's doing back-office activity. | | +Agents can have their own home page, see calls flowing in and launch external webapps. They can enter call completion codes for their traffic (inbound and outbound) and can enter pause codes for their non-ACD time, so that it is possible to know if an agent is on pause because of lunch or because he's doing back-office activity. The page also includes a WebRTC softphone. | | | | You can also have external visitors access the system remotely and see real-time reports and daily indicators, all in (nearly) real time. They can also listen to ongoing calls and view the agents' screens. | | |
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| * [http://queuemetrics.com/download/QM_TrixBox_200.pdf|Building a call-center with TrixBox and QueueMetrics] tutorial | | * ((WombatDialer)) can be used to implement outbound campaigns with QueueMetrics - example integration at [http://blog.wombatdialer.com/post/30306486415/wd-and-qm] | | * ((QueueWiz)) is a free online Asterisk queue simulator. | | - | | +* [http://queuemetrics.com/icon_agent_page.jsp|QueueMetrics Icon] the modern Agent Page with WebRTC softphone. | | | | | | |
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| User | Comment | Time | Version |
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| lenz | | 2014-06-18 07:45 | 66 |