QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits:

• Supports unlimited agents, queues and campaigns.

• Control clusters of Asterisk servers as a single virtual server.

• Compatible with any Asterisk version and configuration.

• Compatible with Elastix 2, FreePBX and Thirdlane.

• Available in multiple languages.

• Compute over 180 metrics for calls, traffic, sessions.

• Single and multiple reporting for queues/campaigns.

• Weekly activity breakdown in days, hours.

• Measure business targets against SLAs.

• Measure staff performance on ACD/non­ACD activities.

• Customizable QA forms for live/recorded call grading.

• Complete performance reports by agent and by queue.

• Listen to live/recorded calls also on multi­server setups.

• Export reporting data to MS Excel, CVS, XML.

• Detailed real­time activity reporting with definable alarms.

• Listen to live calls remotely.

• Available real­time Wallboard mode.

• View agent screens via VNC screen­sharing server.

• Restricted Visitor mode for external inspection.

• Add/remove agents directly from Administrator screen.

• Available extension module Agent Awareness (AGAW).

  • QueueMetrics Icon Agent Page, the innovative and minimalistic interface where agents can operate all their call-center functions with only one control icon.