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Description: Elastix Webinar Wednesday Loway Panelist: Lorenzo Emilitri
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Contents
● The problem
What is QueueMetrics?
Installing QueueMetrics on Elastix
QueueMetrics in practice
A little surprise for Elastix users
Questions and Answers
The problem
● A call-center is the "face" of your company that your callers see
● Bad call-center performance will annoy and frustate callers
● How do you measure how well you are behaving?
● How do you justify the expense to the payer?
The problem (#2)
● Call-centres are a labour-intensive industry
● Very hard to keep track of agent performance
● Agent staffing has a high cost:
● 100's to 1000's $ per month per agent
● Agent management directly impacts quality and satisfaction
● Agent attrition raises training costs and reduces service quality
Need to understand in order to manage effectively.
Addressing the problem
● Better insight leads to:
● Reduced operational expenses
● Improved customer satisfaction and retention
● Improved agent satisfaction and retention
Even small improvements in management will be worth significantly on a yearly basis.
Contents
The problem
● What is QueueMetrics?
Installing QueueMetrics on Elastix
QueueMetrics in practice
A little surprise for Elastix users
Questions and Answers
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.
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
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
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 with audio recording and metadata
● Quality tracking
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
And more...
● Strong security model
● You only see what you are supposed to see
● Can be configured for complete multi-tenancy
● Support for agent hot-desking
● Wallboard
● Rich XML-RPC API (JSON coming soon)
● Currently localized to 15 languages
● Extensive manuals and support
Contents
● The problem
● What is QueueMetrics?
● Installing QueueMetrics on Elastix
● QueueMetrics in practice
● A little surprise for Elastix users
● Questions and Answers
Installing QueueMetrics on Elastix
● Add QueueMetrics to Elastix through the Add-ons page
● Optional: get a free 30-day demo key
● Log in and change admin password
● Import existing queues and agents
● Define agents in QueueMetrics
● Define users who can access QueueMetrics
● Run reports!
Installing: the Add-ons page
One click installation – comes with a free 2-agent trial key
Installing: get a free demo license
A call-center is a demanding environment
QueueMetrics will help you but don't take our word for it
Test-drive it!
Up to 100 agents - 30 days
Other configurations on demand
Installing: first log-in
● Connect to http://[server-ip]:8080/queuemetrics
● Accept license terms
● Log in as "demoadmin" – "demo"
● Remember to change the admininistrative password!
Installing: Importing the current configuration
Select "Setup wizard" -> "Single machine AMI"
Installing: define agents and users
Agents are used by QueueMetrics to map names and properties to a PBX code. An agent has...
● An agent code
● A name
● A supervisor
● A group
● A set of queues
● Etc...
Users are used by QueueMetrics to allow access to the GUI.
A user has...
● A login
● A password
● Belongs to a class
● Has a set of security keys
● Etc...
Wait a second – why do I have to do this?
In order to let an agent use the GUI, its Login must match the Agent code (e.g. Agent/101)
Installing: define agents
From the Home page go to "Edit agents" and add a new agent.
Installing: define queues for agent
From "Edit queues" click on the "Edit agents" icons and select the agents for that queue.
Installing: create users
Remember to create users for agents in class AGENTS and with a login matching their agent code.
Contents
The problem
What is QueueMetrics?
Installing QueueMetrics on Elastix
● QueueMetrics in practice
A little surprise for Elastix users
Questions and Answers
Contents
The problem
What is QueueMetrics?
Installing QueueMetrics on Elastix
QueueMetrics in practice
● A little surprise for Elastix users
Questions and Answers
Thank you for attending!
QueueMetrics www.queuemetrics.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.
