QueueMetrics Live

Presented by:Lenz EmilitriFounder, Loway@lenz

IntroducingQueueMetrics Live.

Cloud QueueMetrics for appliances and virtual CcsAsteriskAfrica 2016 – February 17, 2016

●What is QueueMetrics?

●Overview of functionalities

●Why QueueMetrics Live?

●Appliances

●Cloud Providers

●Integrators

●The advantages for end-users

●Possible integration models

●The advantages for PBX producers

Today's presentation

What is QueueMetrics?

●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 call-centers

worldwide – ask for references.

Live monitoring

●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

●View and manage agents Log

them on and off, move between queues, pause and

unpause them

●Push messages to agents

●Live alarms

Agent interface

●Agents manage their own life-

cycle

●Log on and off – some or all queues at once

●Pauses with status codes

●Live messages from their supervisors

●Agents handle calls●Screen pops

●Can set user-definable status codes on calls

●Can dial out through campaigns

●Quality tracking

●Agents run their own self-service

statistics

●Includes a WebRTC soft-phone

●Nothing to install

●Centralized configuration

●Chrome and Firefox

●Requires Asterisk 11+

Rich reporting

●Over 150 metrics computedTaken and lost calls, Agent sessions, Connection attempts, Daily

and intra-day evolution, Outcomes...

●Powerful drill-down filters

●Completely configurable

●Extensive call details

●Quality tracking

Quality tracking

●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

And more...

●Strong security model●You only see what you are supposed to see●All features can be turned on and off

●Can be configured for complete multi-tenancy

●Support for agent hot-desking

●Wallboard

●Rich JSON and XML-RPC API

●Currently localized to 18 languages

●Very extensive manuals and support

Why QueueMetrics Live?

●The classic, on premise QueueMetrics model works well, but

is not ideally suited to every scenario:

●Appliances: too underpowered

●Cloud Providers: running too many instances

●Integrators: hands-off solution

●For some clients, semplicity wins

–One simple monthly pricing model

–No surprises: we do it all

–Grows with you

Why QueueMetrics Live?

Over the years, we had a number of requests for

adding QueueMetrics to appliances....

QM on appliances?

CONs

●QueueMetrics needs significant

computing resources to run into

●QueueMetrics requires an administrator

for initial set up.

●Need for sysadmin tasks – upgrading to

current versions, backing up the system,

etc.

●Typical solution was deploying QM on a

separate local server, but was often

unacceptable

PROs

●Asterisk-based appliances often run

small support lines on remote branches

– need for statistics

●Asterisk based appliances are today

quite powerful and can scale up quite a

bit.

●Lack of statistics reduces the possible

deployment scenarios.

Hosted QM to the rescue

●Add a simple loader script to the appliance

●Written in Go, very lightweight, works with any distro

●Loader pushes data securely to the QM cloud

●Built to be extremely reliable even in case of errors

●Derived from battle-tested qloaderd

●Users access QM from the web – can see the current state from

anywhere and interact with the PBX

●Administration, upgrades, backups are done by Loway

QueueMetricsLive

Asterisk

Your Appliance PBXAgent activities

Call data

Reporting and monitoring

Live agents

Cloud-based call-centres are often based on Asterisk technology, so

QueueMetrics is a natural choice...

QM for cloud providers?

CONs

●You need to run a large number of

QueueMetrics instances

●You need significant QueueMetrics

experience to integrate them

●You need to configure, monitor and back-

up all those instances

●Cloud call-centres are usually sold with a

short-term commitment

PROs

●QueueMetrics is a proven, industrial

grade solutions

●Very extensive reporting and

monitoring capabilities

●Very extensive customization

capabilities to fit the most demanding

scenarios

●Build a complete hosted call-center

solution at a fraction of current prices

Hosted QM to the rescue

●Add a loader on each Asterisk instance

●Written in Go, very lightweight, works with any distro

●Can feed multiple QueueMetrics Live instances from a single cluster of Asterisk servers

●Simple automated push configuration of new instances

●Personalized URL http://live.provider.com/client

●Administration, upgrades, backups are done by Loway

QueueMetricsLive

Asterisk

Agent activities

Call data

Reporting and monitoring

Live agentsAsterisk

GUI

Configuration

Call data

QueueMetrics Live has a some advantages for integrators selling on-

premise systems as well.

QM Live for integrators?

PROs

●A significant number of existing Asterisk systems are call-centres and don't

know it

●QueueMetrics Live is inexpensive for small system and requires no

investments and no dedicated servers

●No administration / maintenance

●If the system grows, client can migrate to an on-premise QueueMetrics

retaining training and existing data

●New recurring revenue stream

●Full QueueMetrics functionality, including agent pages

and live monitoring

●Agents can log in and off

●Screen-pops of CRM applications

●Can be turned on and off as needed

●Billed monthly – no long-term investment for the

customer

●No lock-in – you can optionally move QM Live off the

cloud.

Client Advantages

There are many possible integration models – you decide.

Small

●Include a leaflet in the product's box with an activation code

●Offer a way for the user to install the loader

●We will send the user all credentials and information

Medium

●Have the loader preinstalled on the software

●Create a demo account for 30/60 days on product activation

Large

●Preinstall loader

●Integrate logins with your GUI

●Push current configuration to QueueMetrics through its APIs.

Integration models

Revenue sharing

●Billing can be done by Loway or by the integrator

●Billing based on the total number of agents

●Perpetual revenue sharing model

●Can have special pricing for specific markets (e.g. developing countries)

Partner portal

●View and monitor your customers immediately

●Activate and deactivate them as needed

●Monitoring APIs coming soon

For integrators

Where are we now?

●Project started in 2014

●Launched October 2015

●Currently running ~100 clients in production

●Average 15 agents each

●Data center in Amsterdam

●Official integration with the Yeastar MyPBX line

http://www.yeastar.com/NewsItem.html/136

What is next?

●More manufacturers coming soon

●Second US data-center coming soon

Current state

Thank you for attending!

QueueMetrics Live www.queuemetrics-

live.com

Loway

www.loway.chA real programmer puts two glasses on his bedside table before going to sleep.

A full one, in case he gets thirsty, and an empty one, in case he doesn’t.

Contact us

pinterest.com/QueueMetrics

twitter.com/queuemetrics

linkedin.com/company/loway

slideshare.net/QueueMetrics

youtube.com/user/QueueMetrics

plus.google.com/+QueuemetricsCallCenter

facebook.com/QueueMetrics

loway.ch/rss.jsp