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
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
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)
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.