- See a very detailed report of call center activity, down to each call on each queue.
- Run reports by single queues, or by user-created queue groups, both on inbound and outbound traffic.
- Listen to recorded calls.
- See activity statistics and duration by call stage, with daily, hourly (or shorter), weekly breakdowns.
- Can track calls processed on multiple queues.
- Measure business targets and conversion rates on a number of industry-standard metrics.
- Measure agent activity during the day, both on ACD and non-ACD time, with billable and non-billable work times.
- Excellent configurable security and privacy, on a queue-by-queue basis. All actions can be assigned or revoked on an user-by-user basis.
- QueueMetrics can be easily setup to support a virtual or multi-tenant call-center.
- Very detailed real time call and agent reporting, can be broken down by queue, agent group or location.
- See agent status and real-time activity.
- Remotely listen to live calls as they are handled.
- Watch agent screens remotely through a VNC client.
- Real-time wallboard mode using a video projector.
- Restricted “Visitor” mode to allow real-time access to external stakeholders, with optional live call or VNC monitoring.
- Agents can see the calls they’re handling and integrate with external CRM apps, optionally passing data gathered from IVR menus or Caller-ID.
- Set call status codes (e.g. Sale, Contact?) for all inbound and outbound traffic through the GUI
- Log-on, log-off, go on pause and set pause reason codes.
- Supports database and flat-file storage.
- Minimal or no interaction to minimize the load on the server.
- Easily scriptable through its XML-RPC interface.
- Auto-configuration from standard configuration files.
