ESI with Queuemetrics™
Partnering with Loway®, we are giving our customers access to their award-winning call center solution, QueueMetrics™ to the ESI eSIP Evolution Series™. QueueMetrics can be seen across thousands of call centers, heightening the customer experience and call performance. QueueMetrics supports multiple eSIP Evolution Series servers with ease. QueueMetrics Icon Agent Page provides an innovative interface where agents can operate all their call center functions with one control icon.
Specs:
- Supports unlimited agents, queues and campaigns
- Available in multiple languages
- Over 180 Metrics
- Single and multiple reporting for queues/campaigns
- Weekly activity breakdown
- Measure business targets against SLAs
- Measure staff performance on ACD/non-ACD activities
- Customizable QA forms for live/recorded call grading
- Performance reports per agent and per queue
- Listen to live/recorded calls also on multi-server setups
- Export reporting data to MS Excel, CSV, and XML
- Detailed real-time activity reporting with definable alarms
- Listen to live calls remotely
- Real-time Wallboards
- View agent screens via VNC screen-sharing server
- Restricted Visitor mode for external inspection
- Add/remove agents directly from Administrator screen
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