Loway QueueMetrics

Loway QueueMetrics is the complete solution for monitoring of infrastructure of contact centers on the Asterisk PBX platform.

QueueMetrics functions

• Reports. Collecting detailed given and formation of detailed and analytical account, the including more than 150 metrics. Reports are displayed in a convenient tabular and graphic style;

• Page of the head of call center. Monitoring of work of all call center in real time and an output of the relevant data in the form of "The page of the head of call center (supervisor)". This information allows to control a current status and to influence effectively work of operators;

• Page of the operator. Interaction with the call center operator through "The page of the operator" – a working space in which the operator can observe the calls arriving to it, independently be connected to service of the queues appointed to it, be disconnected from them for the period of a break, enter necessary information on calls in CRM and other applied systems provided by the corresponding windows;

• Quality control – the configured forms of subjective and objective control of work of call center operators allowing to automate calculation of quality evaluation of their work and to receive detailed reports with data on all criteria making a contribution to a total score of quality of work of each employee of contact center.

Screenshot of the program window, 2014

Reports

The taken place calls

Reports of QM on the taken place calls help to receive answers to questions:

• when the call arrived;
• who initiated a call, by whom and in what queue the call was processed;
• what is the time the call expected connection with the operator and for what time the call was processed by the operator;
• from what attempt the call was accepted by the operator;
• as (for what reason) the call was complete;
• on what phone number the call arrived;
• that the subscriber in the voice menu entered;
• what result of a call;
• what is the time the call was on deduction after connection with the operator;
• to whom the call was translated.

In addition to the listed data on calls, reports on rejected calls contain information on the reason according to which the call was not accepted by the operator:

• time limit on finding of a call in queues (timeout) is reached
• the client did not wait for the reply of operator.

Availability of detailed information on calls allows a system to build statistic reports about work of call center on different time frames with data:

• quantity of the taken place and rejected calls;
• the maximum, minimum, average, total waiting time and time of processing of a call, and the data on the service level connected with these metrics;
• distribution of calls by operators;
• distribution of calls by the external entering numbers;
• distribution of the translated calls by customer addresses to which the call is translated;
• distribution of calls by queues;
• distribution of calls by the direction (entering or proceeding);
• distribution of calls by a position in queue;
• distribution of calls for choice in the voice menu (IVR);
• statistics on call holding time after connection for each operator;
• statistics on telephone country codes and regions of calling and called parties.

Screenshot of a window of the taken place calls, 2014

Except information on calls QueueMetrics provides detailed information on working sessions of call center operators:

• start time and completion of work of the operator, time of an input and exit from the pause mode;
• reason of a pause of the operator.

On the basis of detailed information on the sessions of operators calculation and display of the following data on different time frames is made:

• duration of working time and time of a pause of the operator;
• amount of the paid and unpaid time of the operator;
• maximum, minimum, average, total time of a session of operator;
• statistical information on the sessions of operators by groups and their geographic location.

The head of contact center can receive data on queues, calls and operators in real time:

• queues, the number of operators in each of them, including the number of free operators;
• the current calls coming to contact center: the subscriber number, waiting time, conversation time servicing a call the operator;
• the working operators, the status of the operator (it is free, engaged, at a pause), time of the last input in queue, time of a tail call, and the name of queue in which this operator processed a tail call.

Notifications (visual and sound) about exceeding of threshold values of important parameters can be configured: quantity of calls on waiting, the number of free operators, waiting time, etc.

The head of call center directly from the interface of the page can:

• add and delete operators from queues;

• listen to a talk of operators;

• send instant messages to operators;

• open and browse a desktop of any of operators through remote connection.

The page of the call center operator contains information on all calls of the operator, including:

• start time of a call;
• duration of waiting and conversation time;
• queue in which the call was processed;
• calling number and the subscriber number to which the call was transferred.

For each of calls the operator can open manually or the interface which is automatically connected with a call in applied or the CRM system: card of the partner, link to the client, etc.

The operator can set result for each call processed by it from the coming-up list which is configured. For example, information on sale (sale, it is postponed, failure) if the operator is a sales manager can be this result.

On the page the operator can come and leave queue, pass into the pause mode, select the code of a pause (Obed, the Technical break, etc.), to initiate an outgoing call, to dial reference number via the built-in softphone and also to observe the current status.

In Loway QueueMetrics the organization of the full-function automated quality control of work of operators is possible.

For subjective quality control the form containing the configured criteria of control is created. The employee of contact center, the quality controller (controller), listens to a call recording of operators with clients of the company and puts down marks to operators on each of criteria:

• as far as the operator is benevolent and kind in relation to the client;
• as far as answers to questions of the client were useful and informative, etc.;
• whether corporate standards when processing a call of the client were used;
• whether the client's problem is solved;
• other configured criteria.

In addition to subjective quality control there is an opportunity to set a configuration for objective tracking of performance of operators. In it the maximum and minimum estimates corresponding to achievement of threshold values, and weight for the following performance criterions of operators can be set:

• quantity of the processed calls;
• duration of the processed calls;
• quantity of the passed calls;
• result of a call;
• other criteria.

On the basis of subjective and objective quality evaluation of work of operators the summary report which contains final quality evaluation of work of operators for the set time frame with a possibility of a detailed research of estimates by each criterion of quality for all operators is automatically created.

According to information of company Loway, QueueMetrics it is held for use in the contact centers having up to 500 operators implemented on the single Asterisk servers and in clusters.