PBXware queue statistics

Introduction

Queue and queue agent Statistics

Descriptive statistics Analysis, interpretation or explanation, and presentation Making informed decisions

Queue statistics important data Number of calls summary, answered and unanswered Time summary, waiting and talking Number of callers in queue at one time

PBXware queue statistics Provides above statistics info Type of reports Breakdowns Logs

Using PBXware Queue statistics

Left menu

Using PBXware Queue statistics

Start screen

Using PBXware Queue statistics

Summary statistic tables

Using PBXware Queue statistics

Agents statistics

Using PBXware Queue statistics

Statistic breakdowns Statistics automatically breaks based on time range For Year to months , for months to weeks, for weeks to days,

for days to hours ... Statistic logs

Call logs Call logs for agent Listen to recordings

Statistic reports Web we demonstrated PDF CSV

Configuring and using Agents

Type of agents

Callback agents

Static agents

Local extensions

Configuring and using Agents

Defining agents

Configuring and using Agents

Defining agent group

Configuring and using Agents

Agents settings

Configuring and using Agents

Adding agents toqueue

Configuring and using Agents

Agents login logout

2 types of access codes

Interactive voice login

1.Announce sound “Agent login”

2.Agent number

3.Agent pin

4. If login failed back to step 2, else continue

5.Enter extension or press # (# will logout callback agent)

Excel and csv reports

Queue ring strategies

ringall: ring all available agents until one answers (default)

roundrobin: take turns ringing each available agent

leastrecent: ring agent which was least recently called by this queue

fewestcalls: ring the agent with fewest completed calls from this queue

random: ring random agent

rrmemory: roundrobin with memory (it will memorize last ringed agent)

Summaries per day

Keeps precision in time range

ODBC

Summaries per day

Keeps precision in time range

ODBC

Conclusion

PBXWare queue statistics are not universal solution.

They are in constant progress with features With experience existing features can get

better PBXware QS dose not have interface

overloaded with number of choices and should not get it. It should keep wizard like interactivity with user.

THE END

Thanks for listeningFaruk Kasumovic