Description: Elastix Webinar Wednesday Loway Panelist: Lorenzo Emilitri

2. Contents
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The problem
What is QueueMetrics?
Installing QueueMetrics on Elastix
QueueMetrics in practice
A little surprise for Elastix users
Questions and Answers

3. The problem
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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?

4. The problem (#2)
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Call-centres are a labour-intensive industry
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Very hard to keep track of agent performance
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Agent staffing has a high cost:
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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.

5. Addressing the problem
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Better insight leads to:
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Reduced operational expenses
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Improved customer satisfaction and retention
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Improved agent satisfaction and retention
Even small improvements in management will
be worth significantly on a yearly basis.

6. Contents
The problem
●
What is QueueMetrics?
Installing QueueMetrics on Elastix
QueueMetrics in practice
A little surprise for Elastix users
Questions and Answers

7. What is QueueMetrics?
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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 callcenters worldwide – ask for
references.

8. Live monitoring
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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)
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View and manage agents (log
them on and off, move between queues, pause
and unpause them)
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Push messages to agents
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Live alarms

9. Agent interface
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Agents manage their own lifecycle
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Pauses with status codes
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Log on and off – some or all queues at once
Live messages from their supervisors
Agents handle calls
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Can set user-definable status codes on calls
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Can dial out through campaigns
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Screen pops
Quality tracking
Agents run their own self-service
statistics

10. Rich reporting
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Over 150 metrics computed
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Taken and lost calls, Agent sessions,
Connection attempts, Daily and intra-day
evolution, Outcomes..
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Powerful drill-down filters
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Completely configurable
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Extensive call details with
audio recording and metadata
Quality tracking

11. Quality tracking
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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

12. And more...
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Strong security model
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You only see what you are supposed to see
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Can be configured for complete multi-tenancy
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Support for agent hot-desking
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Wallboard
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Rich XML-RPC API (JSON coming soon)
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Currently localized to 15 languages
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Extensive manuals and support

14. Contents
●
The problem
●
What is QueueMetrics?
●
Installing QueueMetrics on Elastix
●
QueueMetrics in practice
●
A little surprise for Elastix users
●
Questions and Answers

15. Installing QueueMetrics on Elastix
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Add QueueMetrics to Elastix through the Addons page
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Optional: get a free 30-day demo key
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Log in and change admin password
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Import existing queues and agents
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Define agents in QueueMetrics
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Define users who can access QueueMetrics
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Run reports!

16. Installing: the Add-ons page
One click installation – comes with a free 2-agent trial key

17. 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

18. Installing: first log-in
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Connect to http://[server-ip]:8080/queuemetrics
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Accept license terms
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Log in as "demoadmin" – "demo"
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Remember to change the admininistrative password!

19. Installing: Importing the current configuration
Select "Setup wizard" ->
"Single machine AMI"

20. Installing: define agents and users
Wait a second – why do I have to do this?
Agents are used by
Users are used by QueueMetrics
QueueMetrics to map names
to allow access to the GUI.
and properties to a PBX code.
A user has...
An agent has...
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An agent code
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A name
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A supervisor
A group
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A set of queues
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A login
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A password
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Belongs to a class
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Has a set of security keys
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Etc...
Etc...
In order to let an agent use the GUI, its Login must match the Agent code
(e.g. Agent/101)

21. Installing: define agents
From the Home page go to "Edit agents" and add a new
agent.

22. Installing: define queues for agent
From "Edit queues" click on the "Edit agents" icons and
select the agents for that queue.

23. Installing: create users
Remember to create users for agents in class AGENTS and
with a login matching their agent code.

24. Contents
The problem
What is QueueMetrics?
Installing QueueMetrics on Elastix
●
QueueMetrics in practice
A little surprise for Elastix users
Questions and Answers

25. Contents
The problem
What is QueueMetrics?
Installing QueueMetrics on Elastix
QueueMetrics in practice
●
A little surprise for Elastix users
Questions and Answers

27. Thank you for attending!
QueueMetrics
www.queuemetrics.com
Loway
www.loway.ch
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